Student Connect Mentor: Frontline Support & Training

University of Technology Sydney; Sydney; On-site; AUD 101,000 - 110,000; Full time

Benefits offered by this job

Flexible work practices

Parental leave

Salary packaging

Job summary

UTS’s Student Connect team seeks a dedicated professional to support daily frontline operations in student administration. You will handle enquiries, provide escalation support, and contribute to service improvements across channels.

You will mentor staff, train colleagues and work with stakeholders to ensure accurate information and responsive service in a high-volume environment. This full-time role at a leading Australian university offers flexible work practices and supportive culture.

Qualifications

• A relevant degree and experience, extensive specialist or administrative experience, or an equivalent combination of education, training and experience.

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

Interpersonal skills

Judgement

Independent work

Planning/organisational

Prioritising under pressure

Student lifecycle knowledge

Education

Relevant degree/experience

Tools

Microsoft Office

Student systems

Job description

UTS’s Student Connect team seeks a dedicated professional to support daily frontline operations in student administration. You will handle enquiries, provide escalation support, and contribute to service improvements across channels.

You will mentor staff, train colleagues and work with stakeholders to ensure accurate information and responsive service in a high-volume environment. This full-time role at a leading Australian university offers flexible work practices and supportive culture.