Client Services Coordinator

Southern Cross University is a dynamic, ambitious institution focused on its purpose of changing lives through revolutionary learning and research with real impact. Our game changing Southern Cross Model brings a deeper learning experience, improving individual student outcomes, quality of life and a better way to learn. Our world-ranked research is driving positive impact for our communities, environment and economy.

Working at Southern Cross University combines a rare combination of being surrounded by ambitious students, dedicated colleagues and an environment of stunning natural beauty. We are leaders in our communities in the Northern Rivers region of New South Wales, Coffs Harbour and the Gold Coast and pride ourselves on helping shape a better tomorrow.

The Client Services Team within Student Administration Services (SAS) is responsible for the delivery of a wide range of core business services to students and staff within the University community.

The Client Services Coordinator is responsible for coordinating exceptional student service delivery as part of a cross-campus Coordinator group. This position will inspire and motivate a team of Student Advisors to ensure timely and consistent advice and support is provided to prospective and current students. Your core responsibilities will include:

• Provide operational supervision of a team of Student Advisors, providing advice and training to ensure effective communication of the course requirements specific to any degree on offer and management of processes and services offered to staff and students.
• Liaise with the other Team Leaders in Client Services, to ensure complete and adequate coverage of the face-to-face, phone and technology systems for service provision to students, staff and other stakeholders and provide an escalation point for Faculties into Client Service
• Provide advice on policies and procedures, to Client Services staff and stakeholders, in the resolution of escalated matters.
• Monitor, support and plan team performance to achieve service standards
• Document business processes and develop training materials. Deliver training to new staff and refresher training when required.

For your success in this role, you will have demonstrated experience working in a Client Services team delivering high levels of service with a strong commitment to service excellence and responsiveness. Your exceptional communication and interpersonal skills enable you to handle a wide range of enquiries and liaise effectively with people at all levels. More specifically, you will have:

• A tertiary qualification plus relevant experience, or extensive administrative experience.
• Demonstrated experience in leading a team, including promotion of excellence in client service, staff development, task scheduling and staff supervision.
• Strong planning, organisation and time management skills, with a capacity for adapting to a rapidly changing environment.
• Well-developed analytical and problem-solving skills including the ability to interpret and provide advice on rules, policy and procedures.
• Experience establishing and monitoring service standards.

Our staff benefit from flexible work arrangements, including hybrid work models, generous parental and carer’s leave provisions, wellbeing initiatives, employee assistance programs and professional learning opportunities. This position is:

• Full-time, continuing (permanent) position
• Located at our Gold Coast, Lismore or Coffs Harbour Campuses
• HEW Level 5. The base salary ranges from $76, 892 - $85,445 per annum, plus 17% employers contribution to superannuation. The total remuneration package is up to $99,970 per annum.

Find out more about working at SCU by visiting Why Work at SCU.

Applicants must apply online and attach a CV and cover letter responding to the selection criteria within the position description by the closing date. Information to support you prepare your application is available on our website. If you experience difficulties applying online or need reasonable adjustments at any point in the application or interview process, please let us know by contacting ****@scu.edu.au.

Job applicants must be an Australian or New Zealand citizen, Australian permanent resident or currently hold a visa with ongoing work rights in Australia. Employer visa sponsorship is not available for this position.

To view the full position advertisement and details of the application process, please click on the APPLY button where you will be redirected to the Southern Cross University website.   

Closing Date: 11.30pm AEST, 9 July 2024

Southern Cross University is committed to ensuring that the University reflects the rich diversity across the region in which the University’s campuses are located.

The University encourages applications from people of all ages, women, Aboriginal & Torres Strait Islander people, people living with disabilities, people from culturally and linguistically diverse backgrounds and people who openly identify as LGBTQI+.

We encourage applications from people with disability and will provide adjustments to the recruitment process upon request.