Customer Service Support Team Leader
Job no: 0040739
Location: Parkville
Role type: Full-time; Continuing
Department: Office of the Provost and MPE
Salary: UOM 7 – $106,432 – $115,211 p.a. plus 17% super
This position is an internal opportunity for University of Melbourne staff. Only current Continuing, Fixed-Term, and Casual staff are eligible to apply. Eligible staff wishing to apply must update their profile on the application page to indicate they are ‘currently employed by the University of Melbourne’. This will confirm eligibility for positions that are open to internal staff applicants only.
About the Role
The Customer Service Support Team Leader plays a pivotal role in customer service support, as well as driving conversion and retention for courses within Melbourne Professional Education (MPE). This position will lead a small team of Customer Service Support Officers, overseeing team functions such as rostering, task prioritisation, and identifying opportunities to optimise resource utilisation, service performance, and process design.
The Team Leader is primarily responsible for ensuring the management of student enquiries at all stages of the student lifecycle and is also responsible for managing application processing, providing advice to stakeholders, and contributing to the design, implementation, and ongoing improvement of processes that support customer acquisition and success.
Your responsibilities will include:
- Coordinate the priorities and activities of the staff within the allocated team; and contribute constructively to the Customer Service Support leadership team with the fellow Team Leaders and the Customer Service Support Manager
- Coordinate the priorities and activities of the staff within the allocated team and contribute constructively to the Customer Service Support leadership team with fellow Team Leaders and the team manager
- In agreed priority areas, contribute to the development and improvement of systems, process improvements, process re-engineering, process updates and new service initiatives for customers or internal clients
- Provide administrative support for MPE stakeholders, provision of policy advice and other troubleshooting and case-specific support as required
Who we are looking for
We are seeking individuals with strong written and verbal communication skills who can build and maintain relationships with staff and stakeholders through constructive, collaborative interactions. Strong problem-solving and critical thinking abilities are also essential for this role.
You will also have:
- A degree with subsequent relevant experience; or extensive experience and specialist expertise; or an equivalent combination of relevant experience and/or education/training
- Experience in the provision of accessible and expert guidance, support and advice to a range of stakeholders (including academic and professional staff, as well as students)
- Knowledge of and ability to effectively utilise large complex databases such as CRM and student systems, coupled with sound knowledge of MS Word, Excel, Outlook and strong internet search capabilities
- A demonstrated ability to organise, lead, deliver and continually refine high volume and time-critical activities that entail excellent attention to detail
For further information regarding responsibilities and requirements please refer to the attached PD.
This role requires the successful candidate to undergo and maintain an up-to-date Working with Children Check. This is essential to guarantee a secure environment for all individuals at the University. In the case the selected candidate doesn't have a valid Working with Children Check, they will be able to apply for the WWCC as part of the initial onboarding procedures.
Please note: Visa sponsorship is not available for this position. This role requires current valid work rights for Australia.
Your new team – Office of the Provost and MPE
Led by the Provost, the Office of the Provost supports the achievement of the vision and objectives for education, people and community set out in Advancing Melbourne 2030. The Office of the Provost portfolio sits along other divisions (Research, International, Strategy and Culture, Administration and Finance) within Chancellery.
MPE supports academic divisions to develop and deliver award and non-award education through a range of teaching and learning delivery modes and seeks to broaden opportunities for engagement in a variety of professional sectors.
To contribute towards these objectives, MPE supports and expands the University’s professional, continuing and executive education initiatives through the provision of a coherent, whole-of-University framework.
What we offer you!
In addition, we offer the opportunity to be part of a vibrant community and enjoy a range of benefits including generous leave provisions, salary packaging, health and well-being services, and discounts on graduate courses. For more information check out our benefits page!
The University of Melbourne
We’re tightly connected with the community, both at home and abroad. We take pride in our people, who all contribute to our mission to benefit society through the transformative impact of education and research. Discover more via our website and stay connected with our stories and people on LinkedIn.
Be yourself
The University of Melbourne values the unique backgrounds, experiences, and contributions that each person brings to our community and welcomes and celebrates diversity. First Nations people, those identifying as LGBTQIA+, parents, carers, people of all ages, abilities, and genders, and people of diverse ethnicity, nationality, and faith are encouraged to apply. Our aim is to create a workforce that reflects the diversity of the community in which we live. For more information please visit our Diversity and Inclusion page.
We are dedicated to ensuring barrier free and inclusive practices to recruit the most talented candidates. If you require reasonable adjustments, please contact the employee listed on the first page of the Position Description found below, with an email containing your name and contact details for a confidential discussion. Please ensure your email is titled "Reasonable Adjustments Request".
Aboriginal and Torres Strait Islander Applicants
We aspire to be the University of choice for Indigenous Australians, with unprecedented investment to attract, nurture, and retain Aboriginal and Torres Strait Islander students and staff. Tangible support through a range of programs and initiatives will ensure that you personally succeed and flourish while at the University of Melbourne.
For further information, including our 2023-2027 Indigenous strategy please visit -https://about.unimelb.edu.au/reconciliation/murmuk-djerring
Join Us!
If you feel this role is right for you, please apply with the following documents:
- Resume
- Cover Letter outlining your interest and experience
Please note that you are not required to respond to the selection criteria in the Position Description.
Please ensure that you apply through the Apply Now button at the bottom of this advertisement. However, if you have any questions regarding the recruitment process, please feel free to contact Ivanka Yan via email at hr-careers@unimelb.edu.au, ensuring that you include the Position Number and the Job Title as the subject. Please do not share your application to this email address.
If you have any particular questions regarding the job please follow the contact details listed on the Position Description.
Position Description
Advertised: 15 Oct 2024 12:05 AM AUS Eastern Daylight Time
Applications close: 22 Oct 2024 11:55 PM AUS Eastern Daylight Time
Apply now
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Work type: Continuing
Campus: Parkville
Category: Non-Academic
Office of the Provost
Salary: $106,432 - $115,211 (UOM 7)
We acknowledge and pay respect to the Traditional Owners of the lands upon which our campuses are situated.
Read about our commitment to reconciliation.
