Service Connect Advisor - HR

RMIT University; Melbourne; On-site; AUD 34,000 - 55,000; Part time

Job summary

RMIT University in Melbourne is seeking a Casual Educator to join the Service Connect team. The role focuses on advising the skilled resolver group, resolving enquiries at first contact, and delivering high-quality customer service across channels.

Candidates should be able to research issues, identify root causes, work with internal and external stakeholders, and adapt to staggered start times to cover core support hours.

Qualifications

• Experience delivering professional customer service in a formal environment.
• Strong customer-centric mindset.
• Ability to research, advise and identify root causes.
• Ability to build partnerships with internal and external stakeholders.
• Proven problem solving and communication across multiple channels.
• Able to work autonomously in a fast-paced setting.

Responsibilities

• Provide first point of contact advice for the skilled resolver group.
• Research and resolve enquiries, escalating high-risk issues as needed.
• Deliver high-level customer service across channels (phone, web chat, ticketing).
• Work with campus teams and adjust hours to cover core support.

Skills

Customer service

Research capability

Analytical thinking

Stakeholder management

Communication skills

Time management

Autonomous work

Tools

ServiceNow

Workday

ADP Payroll

Job description

Overview: Casual hours, immediate start available Based at Melbourne CBD campus and the potential to work across other RMIT Campus as required.

Why join RMIT?

At RMIT, we're connected to industry and focused on preparing students for the future of work. As a casual educator, you'll enjoy flexible teaching opportunities while making a real impact on students, industry and the wider community.

About the role

The Service Connect Advisor will be responsible for providing advice for their skilled resolver group. The primary objective is to resolve all enquiries at first point of contact whilst providing a high level of customer service skills across all customer contact channels. The Advisor will anticipate the customer needs and go above and beyond where possible. The role of the Advisor will be to conduct appropriate research and/ or identify root causes and provide advice or elevate specialist advice or high-risk enquiries.

Please note: 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(HR Skilled Resolver Group)

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 specific to the skilled resolver group.
2. A strong customer centric mindset.
3. Demonstrated ability to fact find, provide advice and use logical thought process to support recommendations and advice.
4. Demonstrated ability to build and maintain partnerships and relationships in a collaborative manner with key internal clients and external stakeholders to support the University’s business objectives.
5. Proven ability to identify root cause of issue to recommend and deliver appropriate strategies and innovative solutions and solve any further complications that may be encountered.
6. Demonstrated ability in providing accurate and timely solutions and advice through multiple customer contact channels.
7. Demonstrated ability to work autonomously with minimal supervision in a fast-paced environment with the ability to prioritise multiple tasks to meet conflicting deadlines.
8. Strong problem solving, interpersonal and analytical skills, written and verbal communication across multiple mediums (i.e telephone, ticketing tools, web chat etc).
9. Demonstrated ability in the use of a range of computer applications and the ability to quickly learn new technologies.

Desirable but not essential if experienced with ServiceNow, Workday and/or ADP Payroll.

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.

Applications Close: 14 Nov 2026 11.59 pm

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.

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