Customer Relations Officer

Customer Relations Officer

Job no: 527913

Work type: part time

Location: Sydney, NSW

Categories: Administration

Employment Type: Part-Time (Job Share)

Work Schedule: 14 hours per week on Thursday and Friday until June 2025, transitioning to 7 hours on Friday thereafter.

Duration: Continuing

Remuneration: Level 5 $85,717 - $96,992 (pro rata) + 17% super + leave loading

Location: Kensington, NSW

We’re looking for a dedicated individual to join our team as a Customer Relations Officer! This part-time role is perfect for anyone seeking flexible hours, whether you’re a student or a parent. You’ll be the first point of contact for the UNSW community, providing top-notch customer service and support for inquiries and maintenance requests. If you have strong interpersonal skills, enjoy problem-solving, and thrive in a collaborative environment, we want to hear from you!

About UNSW:

UNSW isn’t like other places you’ve worked. Yes, we’re a large organisation with a diverse and talented community; a community doing extraordinary things. Together, we are driven to be thoughtful, practical, and purposeful in all we do. Taking this combined approach is what makes our work matter. It’s the reason we’re one of the top 20 universities in the world and a member of Australia’s prestigious Group of Eight. If you want a career where you can thrive, be challenged and do meaningful work, you’re in the right place.

Why Your Role Matters:

The Customer Relations Officer provides high level relationship management to the UNSW community and visitors in relation to works, services and maintenance notifications and general Estate Management (EM) enquiries via phone, email and reception. The role is expected to provide seamless guidance and advice and ensure all of the customer's needs are being met. This role also provides high level administrative support on a broad range of projects and tasks for EM and the Administration Team. The role works within a team of Customer Relations Officers and is expected to work in a collaborative way. The position reports to the Customer Service Team Leader and has no direct reports.

Responsibilities:

• Be the first point of contact for Estate Management customers via telephone, email and front desk, answer reports of facility/ estate related faults, issues or improvements.


• Take ownership of all client cases from an end-to-end customer perspective in keeping with SLA requirements as well as coordinating escalation of high and critical incidents.


• Take ownership of assigned WHS Estate Management Action Assignments from initiation to successful completion, by effectively directing them to the appropriate team in EM for resolution. Continuously track Action Assignments to ensure prompt and efficient progress, resolution, and closure.


• Educate customers on EM policies, procedures, and services as required.


• Build and maintain effective relationships with internal and external stakeholders, ensuring customer service is consistently provided at a high level through proactive communication.


• Oversee the works and maintenance requests ensuring information is updated in the Archibus system. Cover the front desk and phone queue at all times in collaboration with the team.


• Liaise with the Asset Planning Management team as required, through two-way communication on escalations, triaging EM requests and other customer related enquiries.


• In conjunction with Office of the CPO, help with administration tasks as required.


• Effectively carry out general office management duties (stationary orders, laminating, binding), as well as assisting in maintaining a presentable office space (common areas, meeting rooms, kitchen).

Skills and Experience:

• Proven experience in displaying excellent customer service skills, including experience handling conflict and grievance resolution.


• Demonstrated excellent relationship management skills across multiple stakeholder groups in a similar environment.


• Previous experience and/or knowledge in the construction industry, building maintenance, property management or related industry, is desirable.


• Demonstrated strong interpersonal skills and an ability to build rapport with customers and internal stakeholders.


• Proven ability to work collaboratively in a team and build a continuous improvement culture. Ability to multi-task and manage competing demands and priorities.


• Ability to show adaptability to working practices changes.

For further details on role responsibilities and skills & experience required, refer to the position description found under the position listing on Jobs@UNSW.

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:

• Career development opportunities.


• 17% Superannuation contributions and additional leave loading payments.


• Additional 3 days of leave over Christmas period.


• Discounts and entitlements (retail, education, fitness).

For further details on the benefits, please visit the UNSW website.

To Apply:

If this is of interest to you, please submit your application online: CV, Cover Letter and responses to the Skills and Experience outlined in the position description.

Sponsorship is not available for this role, full Australian working rights are required on application.

Contact: Amy Denney - Talent Acquisition Coordinator a.denney@unsw.edu.au

Please apply directly through the website, applications sent to the contact above will not be accepted.

Applications close: 11.55pm, 24th October 2024

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 to proceed with any appointment.

Position Description

Advertised: 09 Oct 2024 AUS Eastern Daylight Time

Applications close: 24 Oct 2024 AUS Eastern Daylight Time