StudentHQ Officer

Swinburne University; City of Melbourne; On-site; AUD 68,000 - 90,000; Full time

Benefits offered by this job

17% superannuation

Job summary

Swinburne University invites applications for a StudentHQ Officer to join Swinburne's Student Administration, Education, Experience & Employability team at our Hawthorn campus. You will deliver excellent service and accurate advice across student administration and library enquiries, acting as an escalation point for complex matters.

In this role you will support the delivery of student-centred services through multiple channels—face-to-face, phone, email, live chat and social media—ensuring

Qualifications

• Completion of an associated diploma level qualification with relevant work-related experience or a certificate level qualification with post-certificate relevant work experience; or an equivalent combination of relevant experience and/or education training.

Responsibilities

• Provide high-level customer service and support to Swinburne students, staff and the broader community.
• Deliver accurate advice and issue resolution across student administration and library enquiries.
• Act as an escalation point for complex matters and support delivery of consistent, student-centred services through multiple channels.
• Assist across face-to-face, phone, email, live chat and social media to enhance the student lifecycle.

Skills

Customer service

Administrative support

Interpersonal skills

Policy development

Confidentiality

Time management

Diversity & inclusion

Computer software knowledge

Education

Diploma level qualification with relevant work experience or certificate level with post-certificate experience

Tools

Student Management System

Library systems

Job description

• Join Student Administration, Education, Experience & Employability at Swinburne University
• Full-time, ongoing position at our Hawthorn campus
• HEW 5 salary + 17% super and staff benefits

About the Role

As the StudentHQ Officer, you will provide a high level of customer service and support to Swinburne students, staff and the broader community. As part of StudentHQ, the University's central student service point, you will deliver accurate advice and issue resolution across a broad range of student administration and library enquiries. Acting as an escalation point for complex matters, you will support the delivery of consistent, student-centred services through multiple channels including face-to-face, phone, email, live chat and social media. This role plays a key part in enhancing the student experience by ensuring timely, professional and effective support throughout the student lifecycle.

About You

To be suitable for this role you will need to have experience in the below key accountabilities:

• Demonstrated commitment to providing outstanding customer service.
• Demonstrated, relevant experience in the provision of high quality administrative and support services within a demanding, customer focused environment.
• General knowledge and experience of tertiary sector operating procedures or general knowledge and experience of provision of information resources in an academic environment
• Demonstrated capacity to conceptualise, develop, review and maintain significant policies and procedures.
• Demonstrated high level interpersonal skills, including the ability to liaise effectively with a wide range of internal and external people, and maintain confidentiality.
• Demonstrated ability to work under pressure, prioritise tasks, maintain attention to detail, display sound judgement, and to use initiative.
• Experience in relating effectively to people from a range of social, cultural and ethnic backgrounds.
• Sound knowledge of a range of computer software applications and experience in the maintenance of electronic data and manual records systems. Demonstrated ability to learn and use effectively a variety of other computer software packages such as the University’s Student Management System and/or library systems.

• Join Student Administration, Education, Experience & Employability at Swinburne University
• Full-time, ongoing position at our Hawthorn campus
• HEW 5 salary + 17% super and staff benefits

About the Role

As the StudentHQ Officer, you will provide a high level of customer service and support to Swinburne students, staff and the broader community. As part of StudentHQ, the University's central student service point, you will deliver accurate advice and issue resolution across a broad range of student administration and library enquiries. Acting as an escalation point for complex matters, you will support the delivery of consistent, student-centred services through multiple channels including face-to-face, phone, email, live chat and social media. This role plays a key part in enhancing the student experience by ensuring timely, professional and effective support throughout the student lifecycle.

About You

To be suitable for this role you will need to have experience in the below key accountabilities:

• Demonstrated commitment to providing outstanding customer service.
• Demonstrated, relevant experience in the provision of high quality administrative and support services within a demanding, customer focused environment.
• General knowledge and experience of tertiary sector operating procedures or general knowledge and experience of provision of information resources in an academic environment
• Demonstrated capacity to conceptualise, develop, review and maintain significant policies and procedures.
• Demonstrated high level interpersonal skills, including the ability to liaise effectively with a wide range of internal and external people, and maintain confidentiality.
• Demonstrated ability to work under pressure, prioritise tasks, maintain attention to detail, display sound judgement, and to use initiative.
• Experience in relating effectively to people from a range of social, cultural and ethnic backgrounds.
• Sound knowledge of a range of computer software applications and experience in the maintenance of electronic data and manual records systems. Demonstrated ability to learn and use effectively a variety of other computer software packages such as the University’s Student Management System and/or library systems.

Qualifications

• Completion of an associated diploma level qualification with relevant work-related experience or a certificate level qualification with post-certificate relevant work experience; or an equivalent combination of relevant experience and/or education training

About Swinburne University of Technology

Swinburne’s strategy draws upon our understanding of future challenges. We choose to build Swinburne as the prototype of a new and different university – one that is truly of Technology, of Innovation and of Entrepreneurship. We are committed to a differentiated university proposition in education and research.

Our Ad Astra strategy is the cornerstone of Swinburne’s bold ambition to lead globally in technology-driven education and research. This strategy positions us to create transformative solutions, empower learners, and partner with industry to thrive in an ever-changing world.

What We Offer You!

• Work your way with flexible working arrangements, including hybrid options and generous parental leave to support a balanced lifestyle.
• Exclusive staff discounts, including discounted Medibank health insurance, 50% off Swinburne courses and other partner offers.
• Swinburne offers 17% super and salary packaging options, including car leasing and extra super contributions.

Want to learn more? Head over to our benefits page!

Applications Close: Sunday 4th October.

Swinburne offers flexible working options contained in our leave and parenting/carer policies to support work-life balance.

Diversity, Equity and Inclusion

Swinburne has become a world-class university, driving social and economic impacts through science, technology, and innovation. As a dual-sector university, our vision is for people and technology working together to build a better world.

Central to our vision is our commitment to diversity, equity, and inclusion. We pride ourselves on being an equal opportunity employer focused on attracting, retaining, and developing great talent. We work to remove barriers related to gender identity, culture, ethnicity, sexual orientation, disability, and age.

Swinburne is proud to be recognised as an AWEI Gold Employer, reflecting our commitment to creating an inclusive workplace where LGBTQIA+ employees, students and communities can thrive.

We strongly encourage applicants from diverse Aboriginal and Torres Strait Islander communities. Our Moondani Toombadool Centre leads our Indigenous education and culture at Swinburne, guided by community wisdom and leadership.

We support applicants with disabilities, and reasonable adjustments can be requested at any stage of the recruitment process.

For reasonable adjustment requests - including accessible formats of the position description, application form, or other documents, please contact ***************@swin.edu.au or call [phone]. Please note: this phone number is for disability and reasonable adjustment enquiries only. General enquiries about the role can also be emailed to ***************@swin.edu.au.

Victoria’s Commitment to Action: Improving international student employment outcomes.

As a signatory to Victoria’s Commitment to Action, Swinburne seeks to remove barriers to international graduate employment. We welcome and encourage applications from international graduates.

As a Circle Back Initiative Employer, we commit to responding to every applicant.

Click here to view PD. Opens in new window

Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad .