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Closing: 23-Jun-2024
Expired
Job Summary
Dates
- Posted 6 Days Ago
Responsibilities
- 1. Provide quality advice, timely responses, complex issue resolution and case management to families/guardians of RMIT current students, including families/ guardians of local and international students in accordance with University policies and processes. Support families in navigating University resources through the approved communication channels.
- 2. Coordinate with the Academic Registrar’s Group and the Legal team in the development and update of policies and processes relating to families, including privacy release, unsatisfactory academic progress, third-party complaints, student billing, etc.
- 3. Coordinate with a wide range of internal stakeholders to provide clear and timely responses to family enquiries. Maintain broad familiarity and timely updates on knowledge about relevant University areas so that related family enquiries can be addressed accurately and transparently.
- 4. Master RMIT student record system, administrative systems and service management platform to perform case management.
- 5. Work closely with Student Connect Student Advisors and Senior Student Advisors to manage related student-family enquiries.
- 6. Receive feedback from families and provide it to relevant University stakeholders, including Academic Schools, student services and Operations Portfolio. Provide the Manager, Family Connect and the Coordinator, Family Support with family enquiry and feedback patterns for recommendations to address them with proactive family communications and engagement efforts.
- 7. Make referrals to Academic Registrar’s Group Third-party Complaints in accordance with the Third-Party Complaints Procedure.
- 8. Actively contribute to the design and implementation of the family support program including communications, events and activities (Family Day, Family Weekend, Parent and Family Orientation/ Welcome Event, etc.)
- 9. Lead or participate in team projects to enhance the experience of families.
- 10. Actively contribute feedback and improvement suggestions to the review of administrative processes in Family Connect team meetings or cross-unit discussions. Demonstrate the student-centered and innovative approach to continuously creating unique student and family experiences and innovations.
- 11. Perform other tasks as assigned by the Manager, Family Connect.
Requirements
- 1. Bachelor’s degree in a relevant discipline.
- 2. At least 2 years of experience in a customer service role where the expectation was to deliver high levels of customer service across a broad range of service areas, preferably in an educational environment.
- 3. Demonstrated ability to deal with sensitive and challenging situations in a professional and diplomatic manner; Ability to perceive and manage the emotions of one's self and others.
- 4. Demonstrated complex issue resolution and decision-making skills, including the ability to source relevant additional information.
- 5. Ability to build and maintain effective relationships in a culturally diverse environment utilising strong interpersonal communications skills;
- 6. Demonstrated professional and communicative maturity.
- 7. Fluency in Vietnamese and high proficiency in professional English; Ability to convey complex information, ideas and concepts clearly and efficiently to a variety of different audiences.
- 8. Demonstrated ability to work flexibly and efficiently as a member of a team in a high-volume customer-focused environment. Ability to prioritise workload to meet deadlines and service expectations.
- 9. Ability to display appropriate behaviours in line with the position, as per the RMIT Behavioural Capability Framework (Connectedness, Commitment to Excellence –Improve and Simplify; Imagination and Innovation; Impact; Inclusion; Agility).
Benefits
- - 13th month Tet bonus
- - Private medical insurance (for you and your dependents)
- - Annual health check
- - Generous annual leave, career leave and public holidays (Christmas and Tet Holidays)
- - Professional development and career advancement
- - Access to state-of-the-art facilities and resources
- - A vibrant and diverse campus life and more!
Notes
- English proficiency requirement: IELTS (General) with a score of at least 6.0 (or equivalent, as outlined in the Recruitment, Selection and Onboarding Guidelines).
Closing: 07-Oct-2024
Expired
Job Summary
Dates
- Opening Date: Not Available
- Closing Date: 07-Oct-2024
Location
- North Sydney, Australia
Salary
- Total remuneration valued to $95,827 - $103,735 (pro rata) pa, including salary component $80,975 - $87,658 (pro rata) pa (HEW 5), employer contribution to superannuation and annual leave loading. 17% employer superannuation contributions to eligible continuing and fixed-term staff. Annual leave loading of an equivalent to 17.5% of four weeks' salary pro rata payable, dependent on your commencement date.
Responsibilities
- Provide quality customer service support to current and prospective students and staff on a range of topics.
- Respond to enquiries by face-to-face, email, phone, live chat, SMS and other enquiry-types as appropriate.
- Case-management of enquiries.
- Ensure students and staff receive a positive customer service experience on campus by resolving issues, providing relevant services and supporting high level enquiry management.
Requirements
- Candidates must hold Australian work rights to apply for this position.
- For permanent/ continuing roles, applicants must have permanent work rights.
Benefits
- Flexible work arrangements.
- Study leave provisions.
- A variety of leave provisions.
- Salary packaging options.
Notes
- General enquiries can be sent to Rudhra Nathan, Coordinator, AskACU Centres at: rudhra.nathan@acu.edu.au
- ACU does not accept candidate applications submitted by external recruitment agencies through the ACU careers website.