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Sydney, New South Wales, Australia • On-site
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The role involves managing complex student enquiries through a case management approach to deliver a seamless, customer-focused experience across various channels. It also requires providing expert advice on student services policies and supporting operational processes such as enrolment and graduation.
Candidates must have demonstrated experience in a customer-facing environment providing advice on complex matters and the ability to interpret and apply policies accurately. Strong communication, problem-solving, and organizational skills are essential, along with the ability to work effectively in a high-volume, process-driven setting.
Employment Type: 1x Full Time permanent + 1X Full-Time Fixed Term (parental leave cover until March 2028)
Remuneration: $108k + 17% superannuation (Level 6)
Location: Kensington/Paddington NSW
Please note that this position is advertised under a different job title; internally, the role is known as an Senior Administrative Officer.
Why your role matters
The role delivers high-quality student services in person, virtually and by phone, placing the student experience at the centre of all activities. It requires broad student services knowledge, case management and resolution of student enquiries and administration. The Senior Administrative Officer is the first escalation point for complex matters and a subject matter expert in designing and maintaining service procedures.
We are recruiting for multiple opportunities. As part of the application process, you will be asked which role you would like to be considered for. The roles report to a Team Leader and support various faculties (allocation to be decided depending on strength/experience).
To find out more about the Nucleus Student Hub where these roles sit, you can visit: https://www.unsw.edu.au/student/contact-us
Specific accountabilities for this role include:
Manage complex student enquiries in person, virtually and by phone, using a case management approach to deliver a seamless, customer-focused experience
Build and maintain stakeholder relationships, apply expert knowledge of student services policies, procedures and administration, and support key processes including enrolment, graduation, program and progression advice
Provide advice to academic and professional staff, support peak-period service delivery, manage complex cases, keep accurate case notes, ensure consistent advice, and monitor service level agreements
Support specialist cohort activities, operational and project work, and continuous improvement through process enhancements, peer training, information sharing and collaborative projects
About You
We are looking for someone who is aligned with UNSW’s vision and values and comes with:
Demonstrated experience of operating in a customer service environment and of providing advice to stakeholders on complex and sensitive matters, in a student-facing environment
Demonstrated excellent written and verbal communication skills, with the ability to communicate clearly and effectively with students, staff and stakeholders from diverse backgrounds.
Demonstrated experience using influencing and negotiation skills to improve the performance of individuals or teams in a complex environment
Demonstrated ability to interpret and apply policies and procedures, provide accurate advice, ensure compliance, and exercise sound judgement to resolve, escalate, and manage complex student and staff enquiries.
Demonstrated initiative and strong problem-solving skills, with the ability to develop practical solutions and deliver positive outcomes in a complex service environment
Excellent administrative and organisational skills, with proven ability to work effectively in a high-volume, process-driven service environment, managing variable workflows and competing priorities with minimum supervision
Demonstrated ability to work methodically, with a high level of accuracy and attention to detail, and to identify errors, inconsistencies, and trends in data.
Ability to research and draft recommendations for service and process improvement
Candidates will need to have ongoing working rights – this role is not available for sponsorship.
Although some flexibility may be possible, you are expected to be on campus full time during the initial weeks of training and primarily on campus thereafter due to the nature of the role.
This role requires working from the Student Hub at the Kensington and Paddington campuses to support in-person student enquiries, with availability to work during the Christmas/New Year period and occasional weekends or after hours as required.
Recruitment process: Please submit your resume as well as cover letter that addresses your motivation and your suitability for the role addressing all points under the “about you” section of the job ad.
Applications close: 19th August 11.55PM . We will start the shortlisting process only once the job closes so don't worry if you don't get any update until the end of August
Get in touch for any question or support: Anne de Voronine, Talent Acquisition Associate, [email protected]
Applications cannot be accepted if sent directly to the contact listed.
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Pre-Employment Checks
As part of our recruitment process candidates may be required to undergo pre-employment screening, which may include reference checks, qualification verification, right-to-work verification, and criminal history screening where relevant to the role.
UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff. The University reserves the right not to proceed with any appointment.
School of Biological, Earth and Environmental Sciences, UNSW Sydney
The School of Biological, Earth and Environmental Sciences (BEES) examines life from the core of the Earth to its upper atmosphere, deep in time through to the present and modelling towards the future. Research within BEES is clustered within five general thematic areas; Ecology and Evolutionary Biology Climate Science Environmental Change, Sustainability and Resources Paleoenvironments and Earth History Marine Science The School in its entirety allows for a complete exploration and understanding of the Environment and world around us. Our Research Centres: Australian Centre for Astrobiology ARC Centre of Excellence for Climate Extremes ARC Centre of Excellence for Climate System Science Centre for Marine Science and Innovation Centre for Ecosystem Science Climate Change Research Centre Connected Waters Initiative Evolution & Ecology Research Centre Palaeontology, Geobiology and Earth Archives Research Centre (PANGEA) Follow us on Facebook, Twitter and Instagram @unswbees
Offices: The University of New South Wales Sydney, Entry via Gate 9, High Street, Randwick, NSW 2052, AU
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