Officer, Deakin HELP

Deakin University; Geelong; Hybrid; AUD 87,000 - 97,000; Full time

Benefits offered by this job

On-site childcare

Gyms

Medical centres

Cafes

Public transport access

Parking

Flexible working arrangements

Parental leave & time-off purchase

Staff discounts

Job summary

Deakin University is based in Geelong Waterfront or Melbourne Burwood Campus with hybrid work arrangements. The role is full-time and fixed-term until June 2027, classified HEW 5 with a salary of $86,744–$97,290 plus 17% superannuation.

You will resolve frontline enquiries across people, finance, systems, and general work requests, supporting a broad range of university stakeholders to enable timely resolution.

Qualifications

• Degree, diploma, or equivalent with relevant experience
• Experience providing advice or support services
• Strong communication and stakeholder engagement

Responsibilities

• Handle frontline enquiries across phone, email, ticketing and face-to-face channels
• Collect and analyse information to identify practical solutions
• Build and maintain relationships with stakeholders
• Escalate complex enquiries to Tier 2 support
• Deliver outcomes meeting service standards and timelines

Skills

Advice/support services

Communication skills

Stakeholder engagement

Interpret procedures

Prioritization

Education

Degree or Diploma or equivalent

Job description

Based at our Geelong Waterfront or Melbourne Burwood Campus + hybrid work arrangements

Full-time and fixed-term until June 2027

HEW 5 $86,744 - $97,290 + 17% Superannuation

Benefits for working with us!

At Deakin, we offer more than just a job - we offer a lifestyle. Across our campuses in Geelong, Melbourne, and regional Victoria, you’ll find everything you need to thrive: on-site childcare, gyms, medical centres, cafes, accessible public transport, and convenient parking. Enjoy flexible working arrangements that support your work-life balance, generous leave entitlements including extended parental leave and the option to purchase additional time off, plus a wide range of staff discounts on travel and more. Our health and wellbeing services, ongoing professional development opportunities, and inclusive, supportive culture make Deakin a place where you can grow - whether you're working remotely or immersed in the vibrant energy of campus life.

About the role:

The Officer, Deakin HELP is instrumental in resolving frontline enquiries across people, finance, systems and general work requests, and supporting a broad range of University stakeholders to enable timely, accurate resolution of Tier 1 service needs.

Operating with increasing independence, the role collaborates within the Customer Support team and escalates complex matters to Tier 2 support as needed. The position contributes to continuous improvement of the knowledge bank and supports effective, consistent service delivery across all channels.

To be successful, you’ll have:

• Handle a broad range of frontline enquiries relating to people, finance, work requests, providing accurate advice across phone, email, ticketing and face-to-face channels
• Collect and analyse information from a range of sources to identify practical solutions, presenting information clearly to support timely resolution and decision-making
• Build and maintain productive relationships with a diverse range of stakeholders, tailoring communication style to meet audience needs
• Identify and escalated complex or unresolved enquiries to Tier 2 support as needed, applying sound judgement to determine when escalation is required
• Deliver effective and efficient outcomes against team and operational work plans, meeting agreed service standards and timelines

Qualifications:

• Degree without subsequent experience; or Diploma with experience; or Post Trades Certificate/Advanced Certificate with relevant experience; or equivalent combination of experience and/or education/training
• Experience providing advice or support services
• Strong communication and stakeholder engagement skills
• Ability to interpret and apply procedures
• Experience coordinating work and managing priorities

Applications for this position close at 11.55pm on 27 September 2026.

Are You Ready?

Deakin is a Victorian university with a global impact. We are an agile, dynamic, and innovative university committed to making a positive impact through our excellence in education, research and innovation and the contributions we make to the wider community.

We understand that our reputation has been built on the dedication and expertise of our staff and we offer a dynamic and diverse working environment with opportunities to grow and develop careers. We believe that a progressive, thriving culture will ensure that people choose to come, and stay at Deakin and contribute to our ongoing success.

We value diversity and aim to build an inclusive environment that champions, embraces and respects differences. We support and encourage applications from Aboriginal and Torres Strait Islander people, and people of all abilities, cultures, sexual orientation, and genders.

Pre-employment safety and suitability checks:

In accordance with the National Higher Education Code to Prevent and Respond to Gender-based Violence, appointment to this role is subject to successful completion of relevant pre-employment checks, including Working With Children Checks and candidate gender-based violence declarations.

Candidates may be asked to declare whether they have been investigated for an allegation of Gender‑based Violence, or determined to have engaged in conduct that constitutes Gender‑based Violence during the course of their previous employment, or otherwise in a legal process. A declaration is not required from individuals who have experienced gender‑based violence. A ‘Yes’ response does not automatically exclude a candidate from employment, and any information provided will be treated confidentially and considered only for relevance to the role and the University’s safety obligations.