Team Leader Future Students

UNE; Armidale; Hybrid; AUD 104,000 - 116,000; Full time

Benefits offered by this job

Salary packaging options

5 weeks annual leave

Free on-campus parking

Employee Assistance Program

Wellbeing support

Job summary

UNE in Armidale is seeking a Team Leader Future Students to coordinate a multi-channel contact centre, guiding a team to provide timely, accurate advice across phone, email and live chat, turning enquiry into enrolment.

Reporting to Team Lead Future Students, you will partner with Marketing and SRM, drive performance, and foster a student‑first culture in a fast-paced, on-campus environment with flexible/hybrid work arrangements.

Qualifications

• Proven experience leading teams in fast-paced multi-channel contact centres.
• Strong prioritising, coaching, and performance management abilities.
• Excellent communication and commitment to service excellence.

Responsibilities

• Coordinate a multi-channel contact centre overseeing prospective student relationships across phone, email and live chat.
• Lead a dedicated team delivering timely, accurate advice and personalised support to drive enrolment.
• Collaborate with Marketing, SRM and other units to ensure a seamless student journey from enquiry to enrolment.

Skills

Team leadership

Contact centre management

Customer service

Stakeholder management

Job description

• Fixed term to 18 January 2028, full-time
• $103,761 to $ 116,177 annum (HEO7) + 17% super
• Salary packaging options available
• Generous leave entitlements including Christmas shutdown, parental, cultural, gender affirmation & domestic violence
• 5 weeks annual leave + Christmas shutdown leave]
• Armidale based role.
• Flexible or hybrid work arrangements available.
• Free on campus parking
• On campus state of the art sporting and athletic facilities (Sport UNE)
• Employee Assistance Program (EAP) and wellbeing support
• Diverse and supportive workplace with UNE Ally Network, Equity Committee, Queer Space

About the role

As Team Leader Future Students, you will coordinate a multi-channel contact centre, managing prospective student relationships across phone, email, and live chat. In this pivotal role, youll lead a dedicated team focused on delivering timely, accurate advice and personalised support helping turn interest into enrolment. Working closely with Marketing, Student Journeys, and Student Relationship Management (SRM), youll help ensure a seamless and positive experience from first enquiry through to application and enrolment. You will report to the Team Lead, Future Students, and play a key role in driving performance, service excellence, and team development within a fast-paced, customer-focused environment.

About you

To be successful in this role,

You bring proven experience leading teams in a fast-paced, multi-channel contact centre, with a strong ability to manage priorities, coach staff, and meet performance targets. Your clear communication style and commitment to service excellence. You actively seek opportunities to improve processes and enhance the student experience, contributing to broader recruitment and conversion goals. Whilst working with key stakeholder across the university including marketing, admissions and student relationship management team. With a sound understanding of university environments, you bring professionalism, adaptability, and a student-first mindset to everything you do helping to strengthen UNEs reputation and enrolment outcomes.

About Department

The Future Students and Engagement team integrates Student Liaison, Future Students team, Marketing, Growth, Corporate Communications, Advancement, Alumni and Events into a seamless operation which oversees the prospective student journey from awareness through to enrolment and continues along the Alumna journey. The operations, activities and engagements are managed in a coordinated way so that efficiencies and scale can be brought to every UNE touchpoint.

Enquiries

To discuss this role please contact Liam Edmunds, Team Lead, Future Students email: [e-mail]

• If you require any adjustments or support to fully participate such as an alternative format for the application form please contact your Talent Acquisition Consultant at [e-mail] or on 02 6773 3705.
• If you have a disability and would like a confidential conversation about working at UNE, you are welcome to contact our Health, Safety and Wellbeing Team.

For further information about this position, please see the Position Statement below.

Please visit www.une.edu.au/jobs-at-une for further information about this position and other career opportunities at UNE.

Applicants must have appropriate Australian work rights for the duration of this position.

About Armidale

Armidale is an attractive and vibrant city that combines all the features of a bustling regional town centre with the tranquility of rural living. It boasts gourmet restaurants and cafes, boutique shopping, quality schools and sporting facilities. Surrounded by mountain gorges, waterfalls and national parks, Armidales natural beauty and distinct seasons make it an ideal place to live and thrive. To find out more, visit https://www.visitarmidale.com.au/experience. Moving to Regional NSW? Introducing The Welcome Experience. The Welcome Experience is a free service for essential workers and their families considering or moving to regional NSW. Obtain free, personalised support for a range of services such as housing, education, partner job opportunities, and community integration. Learn more and register for the program here www.nsw.gov.au/welcomeexperience. Please choose Southern New England (Armidale and Tamworth) for the location.

UNE: A Diverse and Inclusive Workplace

At UNE, we believe our strength comes from the diversity of our people and the unique perspectives they bring. We are committed to fostering an inclusive environment where everyone is valued and empowered to contribute their best. We warmly encourage applications from Aboriginal and Torres Strait Islander peoples, individuals with lived experience of mental health or disability, people from culturally and linguistically diverse backgrounds, and those who identify as LGBTIQIA+.

About Our Process

At UNE, we are committed to employing individuals who meet the requirements of this role and align with our values: Be Bold, Be Kind, Be Accountable, Be Connected. All applicants will be contacted and advised of an outcome.

Preferred candidates will be required to undertake pre-employment checks prior to commencing in this role, as indicated in the position description. This includes providing a National Police Check, Gender Based Violence Declaration and for some roles, a Working with Children Check prior to an offer of employment being made. Please note that people with criminal records are not automatically excluded from applying for this position, unless a specific legal requirement applies. For more information, see UNE's Pre-Employment Check Webpage.

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