AddressAbout the Team
The Student Enquiry Team (SET) is a student-facing team within the Current Learner's space of the Lifetime Learner Experience (LLE) unit. The SET team works to answer enquiries over the phone, online and in person at the UTS Student Centre. The Student Centre provides prompt, friendly, accurate and consistent advice and guidance to our students and stakeholders on a range of administrative matters.
About the Role
The role of Customer Service Specialist includes frontline responsibilities while also working closely with the SET management team to support delivery of excellent Customer Service. This includes:
- Providing prompt, friendly, accurate and consistent advice and guidance to our students, stakeholders, and the general public on a variety of service points (on counters, over the phone and online).
- Reporting on the volume and quality of enquiries that flow through the Student Centre.
- Providing advice to the SET Management team and participating in ongoing discussions regarding staffing volumes, enquiry management efficiencies and service standards.
About You
You enjoy working in a student-facing environment and are comfortable working on campus within a large team of staff committed to serving high volumes of students during busy peak times. You are also comfortable balancing this with detailed reporting and analysis work and have an interest in pursuing projects and working independently with numbers and spreadsheets.
Your core skills include:
- Excellent communication skills, both written and oral
- Ability to manage time effectively and adhere to deadlines
- Ability to interpret and adhere to relevant university rules, policies and procedures, including supporting others in their application.
- Ability to work independently as well as contributing to team tasks and deadlines
With examples, please outline within your Cover Letter, how you meet the following three (3) key selection criteria points below:
- Demonstrated delivery of strong Customer Service with a focus on maintaining and improving quality of service.
- Demonstrated reporting skills demonstrating high levels of accuracy and an ability to identify anomalies.
- Demonstrated ability to contribute to the development of new ideas and solutions, identify opportunities for improvements to the efficiency of work processes and procedures and support the implementation of changes.
Remuneration & Benefits
Base Salary Range: $80,044 to $91,570 (HEW 5)
This role attracts 17% superannuation (pension) in addition to the base salary.
UTS staff also benefit from a wide range of Employee Benefits include flexible work practices, child care centres, generous parental leave and salary packaging opportunities.
This position is full time and appointment will be made on a continuing basis
How to Apply
Please click the Apply link to be taken to the UTS website. Here you can download:
- full details of the application process;
- a copy of the position statement; and
- information on remuneration, benefits, terms and conditions
Please ensure that the file name for each document submitted includes IRC283560 and your name.
Specific enquiries or issues with your application may be directed to the UTS Recruitment Team at ***********@uts.edu.au.
Closing Date: Monday 27th of May 2024 at 11:59pm (AEST)
Interviews will be held on Wednesday 29th and Thursday 30th of May 2024.
Applicants must have current and valid work rights in Australia.
Accessibility
Please note: If you have a disability that requires adjustment to the recruitment process or an alternative application pathway please contact ***********@uts.edu.au for assistance.
At UTS, the concepts of equity and social justice are key to our core and purpose - we are recognised widely as supporting inclusivity and valuing diversity through our Wingara Indigenous Employment Strategy, Social Impact Framework and UTS Access and Inclusion Plan.
Cited as a WGEA Employer of Choice since the inception of the award, we are now among the first Australian institutions to receive the Athena SWAN Bronze Accreditation for our commitment to action addressing gender equity in the STEMM disciplines.
