Expression of Interest - Senior Officer Customer Care
Job No.: 565269
Work type: Casual
Expression of Interest - Senior Officer Customer Care (Casual)
La Trobe University
La Trobe University is looking to hire multiple casual positions for upcoming
Semester 1, 2023 peak period (Jan - March) to support the Customer Care/ASK
La Trobe team. The aim would be for these casual roles to start immediately
and be trained up and ready to deliver support services during this peak
period for the university.
This Expression of Interest campaign will be delivered and managed by our
Recruitment delivery partners.
Work type: Casual, Seasonal
Min. working hours per week/fortnight: 35 hours per week
Location: Melbourne (Bundoora)
The purpose of Customer Care / ASK La Trobe is to provide a positive student
experience that contributes to student success, retention and progression. ASK
La Trobe staff provide frontline service to enrolled students at La Trobe
University across all campuses. The team provides timely, helpful and
professional advice via a range of channels including face to face in Help
Zones, phone, online enquiries, live chat, and virtual drop in (Zoom Room).
Team members work either front of house (student facing areas) or back of
house in the virtual and call centre.
Duties at this level will include:
Deliver an end to end customer experience through supporting all incoming
enquiries (phone, face to face, CRM, virtually via zoom).
Promptly and professionally respond to and resolve queries using
comprehensive knowledge and available resources, ensuring timely and
accurate information is conveyed to customers.
Liaise, communicate and build positive relationships within other
divisions associated with student support services in order to coordinate
and improve advisory knowledge and ensure seamless referral processes are
Proactively develop, maintain and apply a thorough working knowledge of
business-related information including; programs, policies and procedures
and ensure all university regulatory and procedural requirements are met.
Undertake and contribute to projects which support the ongoing continuous
improvement that support improved student experience.
Other duties as requested by Manager/Senior Coordinator, Customer Care.
You will possess:
Completion of a degree without subsequent relevant work experience; or an
equivalent combination of relevant experience and/or education/training.
Excellent communication and interpersonal skills, with a demonstrated
customer service focus and solution orientated approach.
Demonstrated depth or breadth of expertise developed through extensive
relevant experience and application.
Demonstrated ability to gain a conceptual understanding of relevant
policies, procedures or systems and interpretation in the application of
policy and/or precedent.
Demonstrated ability to set priorities and monitor workflows within own
area of responsibility.
Demonstrated capacity to organise work effectively and efficiently and
deliver outputs in a timely manner.
Demonstrated ability to work independently, follow established procedures
with limited supervision and contribute positively to an effective team.
High level proficiency in computer software packages including word
processing, spreadsheets, databases, electronic mail, and the use of the
internet as a research tool. Knowledge of La Trobe University systems is
preferred e.g. SIS1, OneStop, Studylink, Oracle RightNow (CRM),
Knowledge of student policies and processes such as enrolment, taking
leave, paying fees, special consideration, remission of debt, and the
willingness to research and apply knowledge of student processes.
Welcome to Bundoora campus – Please click on the video link below:
https: // youtu.be/6KCZyoQfw7E
Please submit an online application ONLY and include the following
Cover letter; and
An up to date resume
Why La Trobe:
Develop your career at an innovative, global university where you'll
collaborate with community and industry to create impact.
Enjoy working on our inspiring and stunning campuses – the perfect hub
for industry, students and academics
Help transform the lives of students, partners and communities now and in