Expression of Interest - Senior Officer Customer Care

La Trobe University
December 17, 2022
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Offerd Salary:Negotiation
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Contract Type:Other
Working Time:Negotigation
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Expression of Interest - Senior Officer Customer Care

Job No.: 565269

Work type: Casual

Expression of Interest - Senior Officer Customer Care (Casual)

La Trobe University

Summary:

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)

Position Purpose:

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 employed.
  • 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), Allocate+, StudentOnline.
  • 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 documents:

  • 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 future
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