Team Leader, Student Enquiries

Menzies Research Institute; City of Burnie; On-site; AUD 114,000 - 130,000; Full time

Job summary

University of Tasmania is seeking a Team Leader, Student Enquiries to provide operational leadership for the Student Enquiries Service across the UniConnect model. You will manage workforce planning, recruitment, performance and staff wellbeing to ensure a high-quality student experience, and you will handle complex, time-sensitive matters that affect student outcomes.

The role focuses on service improvement, cross-functional engagement, and conversion activities to support student recruitment

Qualifications

• Sound understanding of student support frameworks and duty of care obligations.
• Ability to manage complex or high-risk student matters within a university setting.
• Proficiency with reporting, planning and project management tools.
• Experience leading strategic coordination across complex service environments.
• Capability to drive service innovation and change initiatives.

Responsibilities

• Lead strategic workforce planning and recruitment to support service continuity and peak periods.
• Oversee complex performance management, behavioural coaching and return-to-work plans.
• Foster a cohesive team culture with high-performing standards.
• Provide senior first-response leadership for complex student wellbeing situations with unsupervised judgement.
• Drive service improvement and pilot new approaches with internal stakeholders.
• Provide strategic reporting and insights to inform leadership and planning forums.

Job description

The University of Tasmania acknowledges the Palawa/Pakana and Gadigal/Wangal people as the traditional custodians of the land, sea and waters of the areas upon which we live and work. We recognise their valuable contributions and deep connection to country and pay respect to Elders past and present.

• Provide strategic and operational leadership for the University-wide Student Enquiries Service, managing workforce planning, staff development, performance and wellbeing to deliver a consistent, high-quality student experience.
• Lead the resolution of complex and sensitive student matters, build strong stakeholder partnerships, and drive service improvement initiatives that enhance student recruitment, retention and institutional performance.
• Full time, Fixed-Term (1 December 2026 - 31 May 2027) position located in either Hobart, Burnie or Launceston.

About the opportunity

The Team Leader, Student Enquiries provides operational leadership for the University-wide Student Enquiries Service within the UniConnect model, exercising independent judgement to manage complex, time-critical and high-risk matters that impact student outcomes, service delivery and institutional risk. The role is responsible for workforce planning, recruitment, capability development, performance management and staff wellbeing, ensuring a high-performing and student-centred service. As the primary operational authority for Student Enquiries, the Team Leader manages sensitive student issues, ensures compliance with duty of care obligations, mitigates operational and reputational risks, and leads cross-functional stakeholder engagement, service improvement initiatives and conversion activities that support student recruitment, retention and overall institutional performance.

What you’ll do:

• Lead strategic workforce planning and recruitment: Develop and implement staffing strategies that support service continuity, peak period responsiveness, and long-term capability building. Coordinate recruitment campaigns and onboarding processes.
• Lead people management and staff support initiatives: Oversee complex performance management processes, facilitate behavioural coaching, and support return-to-work and other HR-aligned plans.
• Foster a cohesive team culture by ensuring staff behaviours align with group expectations and contribute to a unified, high-performing environment.
• Provide senior first‑response leadership for complex and high‑risk student wellbeing situations, exercising unsupervised judgement in matters involving emotional distress, safety, grief, cultural considerations, visa implications and duty‑of‑care obligations prior to referral to specialist services.
• Drive service innovation and process improvement: Lead projects that improve enquiry handling, system usability, and student experience. Collaborate with internal stakeholders to pilot new approaches and evaluate impact.
• Provide strategic reporting and insights: Analyse service data, feedback, and workforce metrics to inform decision-making. Prepare reports and recommendations for leadership and contribute to strategic planning forums.

What we’re looking for:

• Sound understanding of student support frameworks, duty of‑ care obligations and the management of complex or high‑ risk‑student matters within a university setting.
• Strong knowledge of university operations, policy environments and regulatory considerations, with the ability to apply judgement where policy or precedent is insufficient.
• Proficiency in the use of reporting, planning and project management tools to analyse performance, identify risks and inform decision making in time‑ critical‑ environments.
• Demonstrated experience in leading strategic coordination across complex service environments, including workforce planning, service design and operational delivery in high-volume, demand‑ driven contexts.
• Demonstrated capability in leading service innovation, continuous improvement and change initiatives within complex operational settings.

Salary details

Appointment to this role will be at HEO 8 and will have a total remuneration package of up to $152,033 comprising base salary within the range of $114,282 to $129,943 plus 17% superannuation.

Applications close Sunday, 15 November 2026, 11.55pm

As part of our commitment to a safe and inclusive workplace, employment history and police checks may be conducted as part of the selection process.

To be eligible for this position, you are required to hold Australian or New Zealand Citizenship, permanent residency or a valid visa that enables you to fulfil the requirements of this role.