Senior Officer, Student Connect (Mentor)

University of Technology Sydney; Sydney; On-site; AUD 101,000 - 110,000; Full time

Benefits offered by this job

Flexible work practices

Parental leave

Salary packaging

Job summary

UTS’s Student Connect team seeks a dedicated professional to support daily frontline operations in student administration. You will handle enquiries, provide escalation support, and contribute to service improvements across channels.

You will mentor staff, train colleagues and work with stakeholders to ensure accurate information and responsive service in a high-volume environment. This full-time role at a leading Australian university offers flexible work practices and supportive culture.

Qualifications

• A relevant degree and experience, extensive specialist or administrative experience, or an equivalent combination of education, training and experience.

Responsibilities

• Support frontline services and staff allocation across service channels.
• Resolve complex enquiries, transactions, complaints and case management matters.
• Apply relevant rules, policies, procedures and operational guidelines.
• Partner with coordinators and faculty stakeholders to resolve enquiries.
• Provide advice, mentoring, training and feedback to staff.
• Monitor service demands, customer service quality and information accuracy.
• Contribute to improved processes, work instructions and service information.

Skills

Interpersonal skills

Judgement

Independent work

Planning/organisational

Prioritising under pressure

Student lifecycle knowledge

Education

Relevant degree/experience

Tools

Microsoft Office

Student systems

Job description

At UTS, we're a young, globally recognised university known for doing things differently. Based in the centre of Sydney, we work closely with industry, government, and the community to focus on outcomes that matter. Our strength lies in how we bring creativity, technology and innovation together to make a practical difference. We're Australia's leading young university and consistently sit within the top 100 universities globally, a reflection of the scale of our ambition and the contribution of our people. When you join UTS, you become part of a community that values inclusion, supports access to education, and works towards positive change in society.

About the Team

Student Connect is the central enquiry service for students within the Student Administration Unit. It provides daily frontline support by phone, digital channels and on campus. The team delivers advice and support across a broad range of student administration matters and works closely with stakeholders across the university to provide responsive and consistent service.

Job Purpose

Support daily frontline operations and the delivery of accurate, consistent and responsive student administration services. Provide escalation support, mentoring and training, and contribute to service improvements.

Role responsibilities

• Support frontline services and staff allocation across service channels.
• Resolve complex enquiries, transactions, complaints and case management matters.
• Apply relevant rules, policies, procedures and operational guidelines.
• Partner with coordinators and faculty stakeholders to resolve enquiries.
• Provide advice, mentoring, training and feedback to staff.
• Monitor service demands, customer service quality and information accuracy.
• Contribute to improved processes, work instructions and service information.

Skills, attributes and knowledge

• Strong interpersonal skills in a cross cultural, customer focused environment.
• Sound judgement, diplomacy and professional negotiation skills.
• Ability to work independently and contribute to team responsibilities.
• Strong planning, organisation, accuracy and attention to detail.
• Ability to prioritise competing demands with limited supervision.
• Understanding of the student lifecycle and continuous improvement activities.

Experience

• Experience supporting customers and stakeholders in a complex, high volume environment.
• Experience providing training.
• Proficiency with student systems and Microsoft suite, including reporting, data manipulation and troubleshooting.
• Experience motivating people and creating a positive workplace culture is highly desirable.

Qualifications

A relevant degree and experience, extensive specialist or administrative experience, or an equivalent combination of education, training and experience.

What We Offer

Base Salary Range: $101,262.00 - $109,641.00 (HEW 6) plus 17% Superannuation.

The position is full time and will be made on a continuing basis.

UTS staff also benefit from a wide range of Employee Benefits include flexible work practices, generous parental leave and salary packaging opportunities.

Closing Date: 4 October 2026 at 11.59 pm (AEST)

You must have unrestricted work rights in Australia for the duration of this employment to apply. Visa sponsorship is not available for this appointment.

This position is being advertised concurrently, internally and externally. In accordance with UTS policy, priority consideration will be given to suitably qualified redeployment candidates, while applications are also welcomed from suitable candidates in the external market.

Accessibility

UTS Recruitment is committed to digital accessibility. If you experience any difficulty with the content of our advertising, please let us know so we can ensure our information is accessible to everyone.

In addition, if you have a disability that requires adjustment to the recruitment process or an alternative application pathway, please contact UTS Recruitment for assistance.

UTS is recognised widely as supporting inclusivity and diversity through our Wingara Indigenous Employment Strategy, Social Impact Framework and UTS Access and Inclusion Plan.

We welcome applications from women, Indigenous Australians, people with disability, those who identify as LGBTIQ+ and applicants from culturally and linguistically diverse backgrounds.