Contact Centre Manager

JR0000009728Fixed term until 2026 | Full-TimeHigher Education Level 8 | $106,842 - $118,281 p.a.Location: Bedford Park / Kaurna CountryView Position DescriptionAbout the Marketing and Student Recruitment teamThe Marketing and Student Recruitment team is evolving in 2024 with exciting new opportunities situated across our vibrant Bedford Park campus and our new state-of-the-art Flinders City Campus at Festival Plaza.Fuelled by our growth ambitions we are seeking talented team members to help us provide a best-in-class customer experience to our future students.So if you want to be part of a team that has big ambitions and is responsible for developing and implementing customer experience strategies and initiatives then please read on!About the RoleFlinders University is seeking a passionate and customer-focused Contact Centre Manager to manage the day-to-day operations of the university's Contact Centre with the objective of nurturing and converting prospective students. The Contact Centre Manger will lead a high performing team and ensure that the Contact Centre is operating effectively and efficiently, with a team dedicated to excellence in customer service provision. You will also foster a positive team culture and develop capabilities within the team to achieve growth in University student numbers. As the Contact Centre Manager, you will also:Develop and implement customer service policies, standards and procedures and ensure effective quality assurance, compliance, and risk management.Implement prospect management strategies for existing and new markets as advised by the Head of Prospect Management.Collaborate with the key stakeholders within the Marketing and Student Recruitment team to optimise the customer experience at every relevant touchpoint.About YouWe are seeking an innovative and experienced leader, with a commitment to excellence in service provision, who is dedicated to fostering a customer- centric culture and building an inclusive and supportive team.You will hit the ground running with your extensive Contact Centre management experience and knowledge, which will include managing and training the operations staff in-house, analysing and interpreting data and relevant policies, reviewing progress, reporting on outcomes and providing recommendations of improvements.The successful Contact Centre Manager will also demonstrate:Progress towards postgraduate qualifications and extensive relevant experience; or an equivalent combination of experience and/or education and/or training.Ability to work independently and proactively, exercising judgment to meet critical deadline and using initiative to devise and implement practical and economical solutions to complex problems.Understanding of Higher Education sector, and associated student recruitment needs.Life at FlindersWe're transforming and investing in people and facilities to create contemporary, stimulating, and satisfying learning and work environments that reflect our core values of excellence, innovation, courage, and integrity. Flinders is refocusing its strategic priorities with the aim of elevating its performance to be a top ten Australian university, and amongst the top 1% in the world.Reaching beyond the limits of buildings, borders, and backgrounds, ours is an inclusive culture that believes absolutely in equality and opportunity for all. We don't just accommodate differences; we embrace and celebrate them. So, why work at Flinders?17% Superannuation + salary packaging optionsFlexible working arrangementsWide range of professional development activities and servicesWe embrace diversity and promote equity and inclusion for all students and staffVibrant campus life and amenities including on campus health care services, gym and childcare centre (Bedford Park, South Australia).Our Commitment to Reconciliation and Indigenous EmploymentFlinders University is proud to be an organisation that is committed to our Reconciliation Action Plan and Indigenous Workforce Strategy. Our vision is to be a preferred employer for Aboriginal and Torres Strait Islander peoples. We are committed to progressing Indigenous advancement in education, research, employment, and wellbeing, and strongly encourage applications from Aboriginal and Torres Strait Islander peoples for all Flinders vacancies.Prescribed Conditions for EmploymentA valid National Police Certificate which is satisfactory to the University will also be required before the successful applicant can commence in this position.Please note that you may be required to provide evidence that you are up to date with COVID-19 vaccinations, in line with the Flinders University COVID-19 Vaccination PolicyHow to Apply and InformationTo apply online, please visit the Jobs@Flinders website via the job portal: JR0000009728 Contact Centre Manager You are required to submit Suitability Statement of no more than 3 pages, addressing the Key Position Capabilities of the position description.For more information regarding this position, please contact Bev BuryPlease see here for our Reconciliation Action PlanPlease see here for our Indigenous Workforce StrategyApplications to be submitted before 10:00 pm (ACDT) Wednesday 14th February 2024. Please note, late applications and applications sent via agencies will not be accepted.At Flinders we embrace and celebrate diversity and encourage applications from Aboriginal and Torres Strait Islander peoples, and people of all ages, ethnicities, abilities, sexual orientations, and gender identities.