Senior Contact Service Centre Officer

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

Benefits offered by this job

17% Superannuation

Leave loading

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

Job Description

• Full-time, Ongoing position at HEW Level 6.
• Primarily campus-based role across Hawkesbury and Penrith.
• Salary: $97,693 – $104,713 per annum, plus 17% Super and Leave Loading.

Provide operational support that helps the Contact Service Centre maintain service quality and resolve complex student enquiries. The Opportunity

In this role, you will provide day-to-day operational support for the Contact Service Centre (CSC), supporting a large casual pool of customer service and sales specialists to deliver consistent, high-quality service. Reporting to the Manager, CSC, you will contribute to service improvement activities across onboarding, training, and quality assurance, while acting as an escalation point for complex prospective student and admission enquiries. You will coordinate practical workforce and administrative requirements including rostering, approving timesheets, and supporting casual contract processes. You will design and deliver onboarding and training programs with clearly documented procedures, and work with team leaders to identify service delivery risks and implement targeted upskilling. You will also build strong relationships with key stakeholders including Marketing (Domestic and International), Scholarships, and other service partners to support campaign performance and customer experience. The CSC is currently located at Hawkesbury campus and is in the process of establishing operations at Penrith campus. This role is operational in nature and requires a strong on-campus presence to support service delivery, particularly during peak periods. You may be required to work across both Hawkesbury and Penrith campuses. Limited flexible working arrangements, including working from home, may be available where service demand and operational requirements allow. Flexibility will be guided by peak periods, call volumes, and the need to provide on-site support to CSC staff. This is a predominantly on-campus role, with limited flexibility available outside peak service periods.

What Success Looks Like:

• Service quality is maintained during peak periods and high call volumes.
• Complex prospective student and admission enquiries are resolved end-to-end.
• Rostering, timesheets, and casual contract processes are completed accurately and on time.
• Onboarding and training improves capability, consistency, and service confidence.
• Stakeholder relationships support campaign outcomes and continuous service improvement.

Please refer to the Position Description for full details.

About You

• Demonstrated 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, including creating materials.
• Proven ability to build effective relationships with a range of stakeholders.

Benefits

We invest in the people who make our mission possible. Alongside a rewarding career, we offer a range of benefits designed to support your financial, personal and family wellbeing.

• Financial benefits: Access to staff-only products and offers with selected banking partners, salary sacrifice options for onsite parking, and novated motor vehicle leasing.
• Health and wellbeing support: Free Employee Assistance Program (EAP), complimentary annual flu vaccination, eligibility for Fitness Passport membership, and access to discounted private health cover.
• Onsite childcare: Long day care and early learning services operate at our Campbelltown, Hawkesbury, Parramatta, and Penrith campuses. Staff may be eligible for discounted fees and salary packaging, with places subject to centre capacity.

Application Details

• Position Enquiries: Direct to Sami Beydoun, Manager Contact Service Centre via (email protected). Please include the job reference code REF1473R .
• Closing Date: 11:59pm, Sunday 14 June 2026.
• Working Rights: You must provide evidence of full-time working rights in Australia at application.

Belonging at Western

We are committed to substantive equality as outlined in our Equal Opportunity Policy. We actively encourage applications from Indigenous Australians, candidates of all gender identities and expressions, people of all abilities, and those from culturally and linguistically diverse backgrounds.

For Reasonable Adjustments during the application process, please contact (email protected).

About Western

This is your opportunity to be part of something bigger. By joining Western Sydney University, you become a valued member of our community. As our region changes, so too does our university. Western is boldly different, energetic, global, diverse, dynamic, and youthful.

Our mission is to deliver student success, impactful research, and stronger communities. As part of our team, you will have a stake in shaping the future of education, broadening horizons, and changing lives. Making a difference starts at Western.

For the latest please visit our website and LinkedIn.