Student Connect Mentor & Frontline Support Lead

UTS; Broadway; On-site; AUD 101,000 - 110,000; Full time

Job summary

UTS is seeking a capable professional to support daily frontline operations within Student Connect, the central enquiry service of Student Administration. You will ensure accurate, responsive student administration services, provide escalation support, and mentoring to staff.

You will resolve complex enquiries, coordinate staff across service channels, and help improve processes while interacting with stakeholders across the university to deliver high-quality service.

Qualifications

• 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.

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

Strong interpersonal skills

Cross cultural experience

Communication skills

Team collaboration

Planning and organisation

Attention to detail

Education

Relevant degree or equivalent

Tools

Student information systems

Microsoft Office

Reporting tools

Job description

UTS is seeking a capable professional to support daily frontline operations within Student Connect, the central enquiry service of Student Administration. You will ensure accurate, responsive student administration services, provide escalation support, and mentoring to staff.

You will resolve complex enquiries, coordinate staff across service channels, and help improve processes while interacting with stakeholders across the university to deliver high-quality service.