Address
Form of workJob no: 537453
Work type: Full-time
Location: Melbourne - Burwood
Categories: Student Services
Based at our Melbourne, Burwood Campus
Multiple fixed term positions available
HEW 5 $74,148 - $83,163 + 17% Superannuation
Founded in 1974, Deakin is a public university in Victoria with 61,000 students across five campuses: Melbourne Burwood, Geelong Waurn Ponds, Geelong Waterfront, Warrnambool, and the online Campus. We are a progressive and open-minded university, with the highest student satisfaction in Victoria and consistently ranked in the top 1% of the world’s universities.
The Officer, Prospective Student Enquires is the first point of contact for prospective students and the general public, and provides information about courses, recruitment events and applications. This includes inbound phone, email, live chat and sms consultations. The role builds and maintains the leads management database, and through outbound calls, nurture and convert those leads into Deakin students.
The role also includes liaising with faculty representatives and following up with both faculties and prospects to ensure all enquiries have been resolved. A particularly strong focus of this role is to build the Future Students database and accurately record prospective student contact details, study interests as well as the outcomes of the enquiry in the Salesforce CRM.
Your key responsibilities will include:
Delivering a high standard of accurate, tailored, high quality course information to prospective students in response to phone, email, online and live chat enquiries whilst adhering to current privacy legislation and current university policies.
Ensuring all inbound and outbound enquiries are recorded, reported and resolved in a timely manner
Achieving set targets regarding quality assurance, KPI’s, data collection, call success and attempt rate, lead generation and conversion.
Monitoring course applications and conduct follow campaigns where required.
Consulting with available sources to gather relevant information and seek the expertise and advice of other people as appropriate.
Building productive relationships with a diverse range of existing stakeholders and actively seek to maintain positive relationships.
Recognising the importance of teamwork and of effective communication amongst team members and build rapport within immediate team in ways that are respectful and inclusive of others.
To be successful, you’ll have:
Qualifications and experience
Appropriate tertiary qualification or equivalent.
Experience in both sales and customer service provision, including high level interpersonal skills, the ability to master content knowledge across a broad range of course and policy areas, and the ability to respond to people confidently, positively, and with respect while maintaining confidentiality when required.
Applications for this position close on 11 April 2023.
Successful applicants will need to comply with vaccination mandates imposed by the relevant state/territory government. Applicants who attend third-party sites to undertake University activities will also be required to comply with any other directions or requirements in place at the third-party location.
SPECIAL REQUIREMENTS
Infrequent work outside business hours is required.
Working with Children Check.
Please submit your updated resume and a short cover letter outlining your skills and experience for this role.
For a confidential discussion regarding this position, please contact Kat Hamilton – Team Leader, Prospective Student Enquiries on k.hamilton@deakin.edu.au.
Are You Ready?
Deakin is a Victorian university with a global impact. We are an agile, dynamic, and innovative university committed to making a positive impact through our excellence in education, research and innovation and the contributions we make to the wider community.
We understand that our reputation has been built on the dedication and expertise of our staff and we offer a dynamic and diverse working environment with opportunities to grow and develop careers. We believe that a progressive, thriving culture will ensure that people choose to come, and stay at Deakin and contribute to our ongoing success.
We value diversity and aim to build an inclusive environment that champions, embraces and respects differences. We support and encourage applications from Aboriginal and Torres Strait Islander people, and people of all abilities, cultures, sexual orientation, and genders.
Advertised: 24 Mar 2023 AUS Eastern Daylight Time
