Service Connect Advisor - HR

rmit; Melbourne; On-site; AUD 55,000 - 83,000; Part time

Job summary

RMIT University in Melbourne is seeking a casual educator to join the Service Connect team. You will advise and resolve inquiries at first contact, using a range of channels.

The role requires proactive research, issue identification and escalation when necessary, with flexible hours including staggered starts to cover core support hours. The position reports to the Service Connect Team Lead and is engaged on a casual, as-needed basis with variable hours, offering practical experience across

Qualifications

• Demonstrated customer service experience delivering professional support services to the skilled resolver group.
• Ability to fact-find, provide advice and use logical thinking to support recommendations.
• Proven capability to identify root causes and recommend appropriate solutions.
• Strong written and verbal communication across multiple channels.

Responsibilities

• Provide advice and resolve enquiries at first point of contact.
• Research root causes and provide appropriate guidance across channels.
• Elevate complex or high-risk cases to specialists as needed.
• Work autonomously in a fast-paced environment and manage competing priorities.

Skills

Customer service

Communication

Problem solving

Analytical skills

Multichannel support

Research ability

Autonomy

Stakeholder management

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.

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 . 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.