Student Enquiries Team Leader

• Employment Type:Full TimePermanent

• Remuneration: $% super(level7)

• Location: Kensington UNSW Campus(hybrid)

Why Your Role Matters

The Student Enquiries Team Leader oversees the efficient delivery of student enquiries and administrative processes across multiple channels including face-to-face online and phone at the Kensington and Paddington campuses.

Leading a team ofStudent Enquiries Officers (internally calledSenior Administrative Officers and Administrative Officers) the roleensures high-quality consistent service delivery and continuous process improvement across student operations. The positionlooks after students from the Faculty of Law and Justicereports to the Enquiries Operations Manager and manages up to nine direct reports.Responsibilities include:

• Lead day-to-day team operations including rostering service delivery training and performance management

• Deliver high-quality consistent and student-focused enquiry and administrative services across all channels

• Collaborate with colleagues to streamline processes and ensure compliance with policies and procedures

• Drive continuous improvement through reviewing and refining systems and service standards

• Monitor team performance against KPIs and implement actions to enhance outcomes

• Analyse enquiry data and trends to inform improvements and support planning

• Manage complex or escalated student cases in collaboration with the Student Conduct and Integrity Unit

• Prepare reports and insights on service performance and efficiency

• Act as delegate for the Enquiries Operations Manager and support broader student services initiatives and projects

About You

You are a customer centric collaborative person aligned with UNSW values and vision and coming with:

• Extensiveexperience in higher education student services withproficiencyin complex student systems and data reporting

• Demonstratedpreviousexperience leading a team in an official capacity would be ideal

• Experience coaching and mentoring others

• Proven ability to resolve complex issues using sound judgment initiative and practical problem-solving skills

• Excellent organisational skills with the ability to manage multiple priorities meet deadlines

• Exceptional written and verbal communication skills

• Ability to enhance customer service through process improvement and strategic prioritisation

• Proficiencyin Microsoft applications and the capacity to learn and implement new systems; experience with student management systems is highly regarded.

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.

Candidates will need to havevalidworking rights this role is not available for sponsorship.

Recruitment process: Pleasesubmityour resumeand a cover letter telling us why you are interested and addressingthe About You section of the jobad.

Applications close:8 May 11.55PM

Get in Touch (for job related queries only applications will not be accepted if sent to the contact listed):Anne de Voronine

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.

Pre-Employment Checks
Aligned with UNSWs focus on cultivating a workplace defined by safety ethicalconduct and strong integrity preferred candidates willbe requiredtoparticipatein a combination of pre-employment checks relevant to the role they have applied for.

These pre-employment checks may include a combination of some of the following checks: -

• National and International Criminal history checks

• Entitlement to work and ID checks

• Working With Children Checks

• Completion of a Gender-Based Violence Prevention Declaration

• Verification of relevant qualifications

• Verification of relevant professional membership

• Employment history and reference checks

• Financial responsibilityassessments/checks.

• Medical Checks and Assessments

Compliance with the necessary combination of these checks is a condition of employment at UNSW.