Senior Campus Contact Centre Specialist

Western Sydney University; Sydney; On-site; AUD 98,000 - 105,000; Full time

Benefits offered by this job

17% Superannuation

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Onsite childcare

Job summary

Western Sydney University is seeking a full-time, ongoing HEW Level 6 role to provide day-to-day operational support for the Contact Service Centre across Hawkesbury and Penrith campuses. The position focuses on rostering, timesheets, onboarding and training, and resolving complex student enquiries to maintain high service quality.

You will coordinate casual staff, support contract processes, build relationships with Marketing, Scholarships and other partners, and contribute to service

Qualifications

• Experience in a customer service and/or sales role, ideally in a tertiary setting.
• Strong communication, administration and case management skills in a high-volume environment.
• Experience using contact centre, administrative, and student management systems.
• Demonstrated experience training and developing colleagues.
• Proven ability to build effective relationships with a range of stakeholders.

Responsibilities

• Provide day-to-day operational support for the Contact Service Centre (CSC), supporting a large casual pool of customer service and sales specialists.
• Coordinate rostering, approve timesheets, and support casual contract processes.
• Design and deliver onboarding and training programs with documented procedures.
• Identify service delivery risks with team leaders and implement targeted upskilling.
• Build relationships with Marketing, Scholarships and other service partners to support campaigns.

Skills

Customer service

Administration

Case management

Communication

Training & development

Stakeholder management

Contact centre systems

Tools

Contact centre software

Student management systems

Job description

Western Sydney University is seeking a full-time, ongoing HEW Level 6 role to provide day-to-day operational support for the Contact Service Centre across Hawkesbury and Penrith campuses. The position focuses on rostering, timesheets, onboarding and training, and resolving complex student enquiries to maintain high service quality.

You will coordinate casual staff, support contract processes, build relationships with Marketing, Scholarships and other partners, and contribute to service