Service Support Coordinator

uq; City of Brisbane; On-site; AUD 97,000 - 104,000; Full time

Benefits offered by this job

Parental leave

Superannuation 17%

Leave loading

Flexible work options

Health programs

Study for Staff

On-campus childcare

Salary packaging

Parking

Job summary

The University of Queensland (UQ) invites an experienced Coordinator to lead the Service Support team within Academic Skills & Student Central. Based at the Vibrant St Lucia Campus, you will oversee first-line enquiries, triage and administrative support to ensure a responsive, student-centred service.

You will coach staff, manage records, uphold privacy and compliance, and work within a trauma-informed framework while delivering accurate, empathetic advice and referrals to students in need.

Qualifications

• Experience coordinating administrative and client-facing support services in a fast-paced environment.
• Strong interpersonal and communication skills with the ability to build rapport with diverse stakeholders.
• Ability to manage multiple priorities, deadlines and maintain accurate records.
• Proficiency with Microsoft Office and digital records/service systems.

Responsibilities

• Coordinate day-to-day operations of the Service Support team and ensure timely, professional administrative services.
• Oversee high-volume first-line enquiries and triage to connect students with appropriate services.
• Provide trauma-informed, person-centred support and referrals promoting wellbeing, equity and inclusion.
• Respond to sensitive inquiries with empathy, sound judgement and a solutions-focused approach.
• Lead, coach and develop administrative staff to maintain a high-performing team culture.
• Maintain records and ensure compliance with privacy and information management requirements.

Skills

Administrative coordination

Client-facing support

Interpersonal skills

Time management

Communication skills

Education

Undergraduate degree or significant relevant experience

Tools

Microsoft Office

Digital records systems

Job description

Academic Skills & Student Central team.

Empower students to succeed by helping them access the support, guidance and services they need throughout their university journey.

Full-time, permanent with Base salary will be in the range $97,268.85 - $104,348.98 + 17% super (HEW Level 6)

Based at our Vibrant St Lucia Campus.

About This Opportunity

We have a fantastic opportunity for an experienced coordinator to make a meaningful difference in the lives of students at UQ. As the Coordinator, Service Support, you will play a key role in ensuring the effective day-to-day operation of a complex Student Support and Wellbeing service. Leading a team responsible for first-line enquiries, triage, and administrative support, you will help create a responsive, student-centred service that enables students to access the right support at the right time.

Working within a trauma-informed framework, you will oversee service processes and triage pathways, ensuring they are efficient, consistent, and aligned with best practice. You will support the wellbeing and effectiveness of the administrative team by implementing processes that promote appropriate professional boundaries, manage psychosocial risks, and enable sustainable service delivery.

Key responsibilities will include:

• Coordinate the day-to-day operations of the Service Support team, ensuring the delivery of timely, accurate, and professional administrative services.
• Oversee the management of high-volume first-line enquiries and triage processes, ensuring students are connected with appropriate services and supports.
• Providing person-centred, trauma-informed support, advice and referrals that promote student wellbeing, safety, equity and inclusion.
• Responding to sensitive and escalated student enquiries with empathy, sound judgement and a solutions-focused approach.
• Lead, support, coach, and develop administrative staff, fostering a collaborative, professional, and high-performing team culture.
• Maintain accurate records and ensure compliance with relevant legislation, policy, privacy, and information management requirements.

About You

You will thrive in a responsive, fast-paced environment where every day is different. With experience coordinating administrative and client-facing support services, you combine empathy and sensitivity with sound judgement, professionalism, and a commitment to student and staff wellbeing.

An undergraduate qualification with significant relevant experience, extensive experience in student support, or an equivalent combination of education and experience.

Experience supporting people from diverse backgrounds, including culturally and linguistically diverse and underrepresented communities.

High-level interpersonal and communication skills, with the ability to build rapport and maintain respectful, productive stakeholder relationships.

Strong organisational and time management skills, with the ability to manage competing priorities accurately and meet deadlines.

The ability to support staff wellbeing through effective processes, clear boundaries, and management of psychosocial risks.

Advanced capability with Microsoft Office applications and confidence working with digital records and service systems.

About UQ

As part of the UQ community, you'll have the opportunity to work alongside the brightest minds, who have joined us from all over the world, working together to create a better world. Join a community where excellence is at the core of our culture, contributions are valued and a range of benefits and rewards are available.

• Enjoy up to 26 weeks paid parental and primary care leave
• 17% super
• 17.5% leave loading
• flexible and hybrid working options
• health and wellbeing programs
• a heavily discounted Study for Staff program
• on‑campus childcare
• affordable parking
• salary packaging

Other Information

Pre-employment checks may include verification of the right to work in Australia, qualifications, criminal history checks and Blue Card checks. This may also include checks relating to gender-based violence matters or other integrity and conduct requirements.

You must maintain unrestricted work rights in Australia for the duration of this appointment to apply. Employer sponsored work rights are not available for this appointment.

We're dedicated to equity, diversity, and inclusion. We recognise that career pathways and opportunities differ and encourage applications from candidates who may not meet every criteria but can demonstrate their potential.