Future Students Contact Officer

• Future Students Division

• Be part of an organisation with a meaningful purpose and impact

• Join a university ranked in the world’s top 50

• 17% superannuation contributions and 17.5% annual leave loading

• Based at the picturesque St Lucia Campus

As part of the UQ community, you’ll have the opportunity to work alongside the brightest minds, who have joined us from all over the world.

Everyone here has a role to play. As a member of our professional staff cohort, you will be actively involved in working towards our vision of a better world. By supporting the academic endeavour across teaching, research, and the student life, you’ll have the opportunity to contribute to activities that have a lasting impact on our community.

Join a community where excellence is at the core of our culture, contributions are valued and a range of benefits and rewards are available, such as:

• 26 weeks paid parental leave or 14 weeks paid primary caregiver leave

• Access to flexible working arrangements including hybrid on site/WFH options

• Health and wellness discounts – fitness passport access, free yearly flu vaccinations, discounted health insurance, and access to our Employee Assistance Program for staff and their immediate family

• On campus childcare options

• Discounted parking (from just $5.75 a day)

• Salary packaging options

We are looking for an experienced Future Students Contact Officer. This position works within the high-volume, customer-focused Future Students Contact Centre (FSCC) whose core function is to provide informative and accurate advice on a broad range of study-related topics in a timely manner when responding to enquiries from prospective coursework students, parents, and other stakeholders in order to support to recruitment targets set by the University.

This position works collaboratively with other UQ departments such as Faculties and Admissions, seeking information so questions are answered effectively. FSCC acts as a first point of contact to reduce the rate of enquiry referral and ensure complex or highly specific enquiries are escalated to the most appropriate department. As such, Future Student Contact Officers (FSCO's) will need a high degree of communication skills and organisation to maintain an up-to-date knowledge base. FSCO's are also responsible for providing outstanding service and acting in a professional, friendly manner to foster a positive impression of UQ.

Duties and responsibilities include, but are not limited to:

• Provide advice and information to prospective students, parents, guidance officers and education agents related to coursework study at The University of Queensland.

• Market, implement and provide information regarding UQ future student events and activities.

• Adhere to systems, protocols and procedures to facilitate effective communication with prospective students, ensuring timely access to accurate information and advice in response to prospective student enquiries.

• Contribute to the production and promotion of communication materials that supports the work of the team and those it is associated with (online and published).

• Identify opportunities to design and implement strategies that build strong relationships with broader UQ and other stakeholders.

• Maintain best practice systems and procedures to facilitate the efficient and effective administration across the team.

• Refer complex enquiries to the appropriate areas of the university using phone, email and the relevant Customer Relationship Management (CRM) systems.

• Other duties as directed by the supervisor.

This is a Full-time, 100% FTE, Continuing(Permanent) position. At HEW Level 5, the full-time equivalent base salary will be in the range of $77,396.47 to $86,029.78 plus a generous super allowance of up to 17% superannuation. The total FTE package will be in the range $90,553.87 – $100,654.84 per annum.  

• Completion of a relevant degree, or an equivalent combination of relevant experience and/or education/training.

• Experience working in a contact centre or other roles with high volume of stakeholder engagement.

• Knowledge of key university policy and procedures affecting students or demonstrated ability to rapidly acquire and apply such knowledge.

• Excellent oral, written and interpersonal skills including the ability to communicate effectively with diverse groups of people from within and outside the university.

• Excellent planning and time management skills with a high level of attention to detail and the ability to prioritise own workload to meet deadlines.

• Demonstrated ability to work autonomously and cohesively as part of a team possessing initiative and innovative thinking to problem solve.

• Committed and enthusiastic in delivering excellent customer service in high pressure situations

• Experience in the use of a wide range of computer applications particularly Microsoft Word, PowerPoint and Excel.

• Be eligible for a Queensland Blue Card.

In addition, the following mandatory requirements apply:

• Work Rights: You must have unrestricted work rights in Australia for the duration of this appointment to apply. Visa sponsorship is not available for this appointment. 

• Background Checks: All final applicants for this position may be asked to consent to a criminal record check. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits. 

For more information about this opportunity, please contact Mr Shane Jackson, Team Leader, Future Students Contact Centre at *************@uq.edu.au. 

For application queries, please contact ******@uq.edu.au stating the job reference number in the subject line.  

All applicants must upload the following documents in order for your application to be considered:

• Cover letter addressing the ‘About You’ section

• Resume 

Please note that you will be asked to add all documents into the one upload box during the application form.

At UQ we know that our greatest strengths come from our diverse mix of colleagues, this is reflected in our ongoing commitment to creating an environment focused on equity, diversity and inclusion.  We ensure that we are always attracting, retaining and promoting colleagues who are representative of the diversity in our broader community, whether that be gender identity, LGBTQIA+, cultural and/or linguistic, Aboriginal and/or Torres Strait Islander peoples, or people with a disability. Accessibility requirements and/or adjustments can be directed to ***********@uq.edu.au 

If you are a current employee (including casual staff and HDR scholars) or hold an unpaid/affiliate appointment, please login to your staff Workday account and visit the internal careers board to apply for this opportunity. Please do NOT apply via the external job board.

Applications close Thursday, 7 March 2024 at 11.00pm AEST (R-35788)

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