Service Connect Advisor

RMIT University; Melbourne; On-site; AUD 41,000 - 55,000; Part time

Job summary

RMIT University in Melbourne is seeking a Service Connect Advisor for casual, on‑demand frontline customer service across channels. The role is based at the Melbourne CBD campus with potential to work across other campuses as required.

You will own customer inquiries, provide clear and accurate information, and escalate complex issues to senior team members. Familiarity with ServiceNow, ticketing tools and a fast‑paced environment will help you deliver a consistently high standard of service.

Qualifications

• Demonstrated customer service experience in a fast-paced environment.
• Ability to follow established procedures and use knowledge resources.
• Strong written and verbal communication across channels.
• Ability to learn new technologies quickly.

Responsibilities

• Provide frontline customer service and resolve routine enquiries.
• Take ownership and refer complex cases to senior team members.
• Perform fact-finding and complete standard service requests.
• Record accurate information and report knowledge gaps.

Skills

Customer service

Customer-centric mindset

Needs assessment & info gathering

Multichannel support

Escalation management

Team collaboration

Communication skills

Technical aptitude

Learning new systems

Tools

ServiceNow

Workday

ADP Payroll

Job description

Overview

Casual hours, Commencing January 2027 Based at Melbourne CBD campus and the potential to work across other RMIT Campus as required.

Why join RMIT?

Our people are at the heart of everything we do. At RMIT, we value innovation, collaboration and impact. Our values are the heart (durrung) of who we are and what we stand for at RMIT. They guide what we do, how we make decisions, and how we treat each other.

About the role

The Service Connect Advisor will provide frontline customer service and support for routine enquiries within established procedures and knowledge resources. The primary objective is to resolve enquiries at the first point of contact where possible, while providing a high level of customer service across all contact channels. The Advisor will take ownership of customer enquiries, provide clear and accurate information, and refer matters requiring further assistance to senior team members or the appropriate resolver group. The role will involve fact-finding, completing standard service requests, recording accurate information and contributing to the resolution of more difficult enquiries under guidance. The Advisor will identify and report knowledge gaps, unclear procedures and difficult or non-standard issues to senior team members.

There may also be a requirement to work staggered start times depending on business requirements to cover the University core support hours.

Reporting Line

Service Connect Team Lead

Engagement Type

This role is engaged on a casual, as-required basis. There is no guarantee of ongoing or regular work. Hours will vary depending on operational requirements.

Key Selection Criteria

1. Demonstrated customer service experience delivering professional support services in a customer service, contact centre, help desk, administration or similar environment.
2. A strong customer-centric mindset and commitment to providing respectful, timely and helpful service.
3. Demonstrated ability to clarify customer needs, gather relevant information and follow established procedures to support appropriate outcomes.
4. Demonstrated ability to provide accurate and timely information through multiple customer contact channels.
5. Demonstrated ability to recognise matters requiring additional assistance and escalat them appropriately.
6. Demonstrated ability to report knowledge gaps, unclear procedures and difficult or non-standard issues to senior team members.
7. Demonstrated ability to work collaboratively with colleagues and stakeholders to support a consistent customer experience.
8. Demonstrated ability to work with minimal supervision in a fast-paced environment and prioritise multiple tasks within required timeframes.
9. Strong problem-solving, interpersonal and written and verbal communication skills across multiple mediums, including telephone, ticketing tools and web chat.
10. Demonstrated ability to use a range of computer applications and to quickly learn new technologies and systems.

Desirable

1. Experience in an IT service desk, contact centre, university or large, complex organisation.
2. Experience using ServiceNow, Workday, ADP Payroll or similar service management and enterprise systems.
3. Knowledge of IT service management principles and customer support processes.

Applications Close: 11 Nov 2026 11.59 pm

Equal Opportunity and Diversity

RMIT is an equal opportunity employer committed to being a child safe organisation.

We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age.

Applications are encouraged from all sectors of the community, and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.

In line with RMIT University’s commitment to a safe, respectful and inclusive environment, from 1 January 2026, the University will also consider gender-based violence (GBV) risk factors as part of our recruitment processes.

All applicants will be required to complete a gender‑based violence declaration in accordance with the National Higher Education Code to Prevent and Respond to Gender-based Violence.

Preferred candidates will also be required to undertake relevant pre‑employment background checks, including Working With Children Checks.

Information provided will be treated confidentially and considered only for its relevance to the role and RMIT’s safety obligations.

At RMIT, we are committed to supporting adjustments throughout the recruitment and selection process, as well as during employment.

We actively support and encourage people with disability to apply to RMIT (including alternate formats of application forms).

To discuss adjustment requirements, please contact Dani, via [e-mail] or visit our Careers page for more contact information - https://www.rmit.edu.au/careers.

We are a Circle Back Initiative Employer – we commit to respond to every applicant.

Culture

Our Values inspire us, wherever we are in the world, and guide how we live and work together. Imagination. Integrity. Courage. Passion. Impact. Inclusion. What unites us is our purpose and our values; they are at the heart of who we are, what we stand for, how we make decisions and connect with each other. Our people make everything at the University possible. We encourage new approaches to work and learning, stimulating change to drive positive impact. RMIT exists to create transformative experiences for our students, getting them ready for life and work. You will be a part of a productive and collaborative team, who values working relationships and outcomes through open and inclusive planning, continuous information sharing and transparent work practices.

Find out what makes RMIT a great place to work.