Senior Student Enquiries Officer

Why Your Role Matters

The Senior Student Enquiries Officer internally calledSenior Administrative Officerdelivers high-quality student services across multiple channels in person online and over the phone ensuring a seamless and student-centred experience.

The role manages a wide range of student enquiries through effective case management applying deep knowledge of student services policies and procedures to provideaccurateadvice and resolution. Acting as the first point of escalation for complex matters the position also contributes to process improvements and supports the ongoing enhancement of service delivery. The role reports to the Team Leader and has no direct reports

Main Responsibilities Summary

• Provide responsive and customer-focused support to students across all service channels resolving complex enquiries through effective case management.

• Apply in-depth knowledge of student policies and procedures to deliveraccurateadvice and guidance.

• Manage administrative processes related to key student services including enrolment progression and graduation.

• Support academic and professional staff with student-related advice and information.

• Assistduring peak periods by delivering efficient front-line support and resolving high volumes of enquiries.

• Maintainaccurateand up-to-date case records ensuring all advice meets agreed service standards.

• Monitor service delivery performance and report on outcomes against service level agreements.

• Provide faculty-specific support and specialist advice asrequired.

• Contribute to continuous improvement byidentifyingservice barriers suggesting procedural enhancements and sharing knowledge across the team.

Who You Are

We are looking for someone who is aligned with UNSWs vision and values and comes with:

• Experience providing high-quality customer service and advice on complex or sensitive matters.

• Strong written and verbal communication skills with the ability to communicate clearly negotiate effectively and use tact and diplomacy.

• Ability to interpret and apply policies implement procedures and ensure compliance.

• Skilled ininfluencing and motivating others to improve performance in a complex environment.

• Excellentorganisationaland administrative skills with the ability to manage high volumes of work competing deadlines and shifting priorities.

• Strong attention to detail and accuracy with the ability toidentifyerrors and trends in data.

• Proven ability to researchanalyse and recommendserviceor process improvements.

• Demonstrated initiative sound judgment and problem-solving skills when advising on administrative matters.

• Flexible proactive and adaptable approach to managing multiple tasks in a dynamic environment.

Candidates will need to have ongoing working rights this role is not available for sponsorship.

The role requires on-site work at The Nucleus: Student Hub (Kensington and Paddington campuses) to support in-person student enquiries with availability during the Christmas/New Year period and occasional weekend or after-hours work.

Benefits and Culture:People are at the core of everything we do. We recognise it is the contributions of our staff who make UNSW one of the best universities in Australia and the world. Our benefits include:

• Access to up to 17% Superannuation contributions andadditionalleave loading payments

• Discounts and entitlements (retail education fitness)

Recruitment process: Pleasesubmityour resume as well as cover letter that addresses yourmotivation andyour suitability for the roleaddressing all points under the who you are section of the job ad.

Applications close: 30 November 11.55PM

Get in touch for any question or support:Anne de Voronine Talent AcquisitionAssociate

Applications cannot be accepted if sent directly to the contact listed

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 toproceedwith any appointment.