Senior Coordinator, Student Advice

• Full-time Continuing position

• Salary HEW Level 8 ($116551 - $131257 p.a.) 17% Superannuation and Flexible Working Arrangements

• Based at the Melbourne CBD campus but may be required to work and/or be based at other campuses of the University

About the Role
We are seeking an experienced service leader with strong contact centre expertise to lead the Student Advice function for the STEM College. This is a key leadership role responsible for ensuring our students receive high-quality consistent and timely advice across all channels in a fast-paced high-volume environment.

You will lead a dedicated team delivering front-line advice on complex university processes policies and student administration matters. Your ability to coach staff build capability and create a collaborative service-focused culture will be essential to your success in this role.

This position is ideal for a proactive organised solutions-focused communicator who thrives in a team environment and loves improving service operations and working with stakeholders to enhance the student experience.

What Youll Be Doing:

• Leading the STEM College Student Advice function to deliver accurate compliant and student-centred service across phone email in-person and digital channels.

• Coaching developing and managing a high-performing team fostering a strong service culture and ensuring staff are confident and capable across all service areas.

• Using data and service insights to improve processes streamline workflows uplift the consistency and quality of front-line student advice and inform reporting forecasting and resource planning.

• Maintaining strong relationships across RMIT Connect Student Lifecycle Schools and other University stakeholders to ensure alignment and coordinated service delivery.

• Managing complex or sensitive matters ensuring timely clear and policy-aligned outcomes.

• Supporting the implementation of new systems tools and processes to enhance service effectiveness and the student and staff experience.

About You

To be successful in this position youll bring:

• Significant experience in successfully building deploying and managing a multi-channel contact team to deliver high quality service in a high volume resource and policy-constrained environment working to time constraints with complex content.

• Demonstrated highly developed interpersonal skills with keen emotional intelligence and proven ability to engage staff and work effectively with customers and stakeholders while meeting organisational priorities.

• Substantial experience in interpreting applying and giving authoritative advice on policy procedure and operational processes.

• Proven problem-solving skills excellent judgement and a skilled team player who is also able to work independently taking action influencing outcomes and driving change under broad direction.

• Highly developed analysis and communication skills and demonstrated ability to build compelling cases and convey complex information ideas and concepts clearly and efficiently to a variety of different audiences.

• Proactive and consultative with demonstrated experience in identifying better ways of working and the ability to create a culture of continuous improvement across a team.

• Extensive experience adapting and leading a team to adapt to changing operating environments including changes to policy digital technology and service delivery requirements.

• Relevant qualification and/or relevant industry experience.

Please Note: Appointment to this position is subject to passing a Working with Children and National Police Check.

About the RMIT STEM College

The STEM College holds a leading position and expertise in the science technology engineering mathematics and health (STEM) fields. We are uniquely positioned to influence and partner with industry as never before.

STEM College is a community of exceptional STEM researchers teachers inventors designers and gamechangers supported by talented professional staff. We offer higher education programs across all STEM disciplines at the Bachelor Master and PhD levels and ensure our students experience an education that is work-aligned and life-changing.

The College is renowned for its exemplary research in many STEM areas including advanced manufacturing and design; computing technologies; health innovation and translational medicine; nano materials and devices; and sustainable systems. Our brilliant researchers attract funding from government and industry sources.

Industry is at the heart of what we do. It ensures our research has real world impact and our students are truly work-ready. Under the leadership of DVC STEM College we have established new hubs of industry-connected digital innovation and endeavour and are engaging with global STEM organisations at scale.