Officer, Deakin HELP

Deakin University; Geelong; Hybrid; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Flexible working arrangements

Hybrid work

Parental leave

Staff discounts

Job summary

Deakin University is seeking an Officer, Deakin HELP to resolve frontline enquiries across people, finance, systems and work requests, and support stakeholders to enable timely, accurate resolution.

Based at Geelong Waterfront or Melbourne Burwood Campus with hybrid arrangements, you will work within the Customer Support team, escalate complex issues to Tier 2, and contribute to continuous improvement of the knowledge base.

Qualifications

• Strong communication and stakeholder engagement skills are essential.
• Ability to interpret and apply procedures.
• Experience coordinating work and managing priorities.

Responsibilities

• Handle a broad range of frontline enquiries across people, finance, work requests, providing accurate advice across channels.
• Collect and analyse information to identify solutions and support timely resolution.
• Build relationships with stakeholders and adapt communication to the audience.
• Identify and escalate complex enquiries to Tier 2 as needed.
• Deliver outcomes aligned with team plans and service standards.

Skills

Strong communication

Stakeholder engagement

Interpret procedures

Work coordination

Education

Degree or Diploma

Job description

Job no: 588973
Work type: Full-time
Location: Flexible, Geelong - City, Melbourne - Burwood
Categories: Administration, Customer Service

• Based at our Geelong Waterfront or Melbourne Burwood Campus + hybrid work arrangements
• Full-time and fixed-term until June 2027

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.

Officer, Deakin HELP, you will:

• 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 elevate 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

To be successful, you’ll have:

• 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.

Advertised: 11 Sep 2026 AUS Eastern Standard Time
Applications close: 27 Sep 2026 AUS Eastern Standard Time