AddressJob no: 0036275
Location: Parkville
Role type: Full-time; Continuing
Department: Client Services
Salary: UOM 5 - $79,961 - $91,844 p.a. plus 17% super
- Deliver excellent customer service, manage personal queues of work, resolve service issues, and ensure service levels and KPIs are met within the Service Delivery team
- Enhanced problem-solving skills and domain knowledge in a dynamic team, ensuring high customer satisfaction
- Brilliant benefits and a flexible hybrid work environment!
As required by clause 1.15.9 of the 2024 EA, after seven days of internal advertising, current casual or fixed-term employees of the University will be provided with prior opportunity to apply for and be considered for vacant continuing positions if they meet the following criteria:
- they have been employed by the University over two or more semesters and over two consecutive calendar years,
- they have been employed on a 0.5 FTE or more time fraction, and
- they have the skills, experience, qualifications, and expertise required by the Selection Criteria.
In addition, redeployment candidates will be given a prior opportunity under the Recruitment and Appointment Policy together; this cohort is known as Priority Candidates.
About the Role
We are seeking 2 Service Delivery Consultants. The roles deliver excellent customer service and help meet all Service Levels and KPIs. Responsibilities include managing a personal queue of work, resolving service issues, and handling 1st and 2nd level incidents, escalating to senior team members or 3rd level support as needed. The role requires moderate domain knowledge and a broad understanding of Business Services.
Your responsibilities will include:
- Manage all support tickets, providing initial diagnosis, classification, prioritisation, and action for jobs assigned or received directly from customers
- Assist academic and professional staff, students, and stakeholders through various support channels and provide walk-up support in the COOP Walk-In Centre, receptions, and Tech Bar
- Build strong working relationships with COOP members and support staff, providing mentoring and training for peers, casuals, and trainee staff
- Contribute to Service Delivery operations with a focus on responsiveness, client outcomes, and continuous improvement, ensuring adherence to compliance and quality assurance standards under the University’s risk management framework
Who we are looking for
You will have strong communication skills, customer service qualifications, and extensive experience in service operations within large organisations. You must demonstrate the ability to work independently and collaboratively, showing emotional intelligence, self-awareness, and effective workload prioritisation.
You will also have:
- An undergraduate qualifications in a relevant disciple or equivalent mix of education and relevant experience
- Previous work history within a Service Centre or in person support team in a large, complex organisation
- Domain specific knowledge or experience within one of the domains of specialisation or clusters.
For further information regarding responsibilities and requirements please refer to the attached PD.
This role requires the successful candidate to undergo and maintain an up-to-date Working with Children Check. This is essential to guarantee a secure environment for all individuals at the University. In the case the selected candidate doesn't have a valid Working with Children Check, they will be able to apply for the WWCC as part of the initial onboarding procedures.
Please note: Visa sponsorship is not available for this position. This role requires current valid work rights for Australia.
Your new team – Business Services
Business Services provides a full range of class leading information technology, facilities management, finance, HR and health and safety services to all operating entities of the University.
What we offer you!
In addition, we offer the opportunity to be part of a vibrant community and enjoy a range of benefits including generous leave provisions, salary packaging, health and well-being services, and discounts on graduate courses. For more information check out our benefits page!
The University of Melbourne
We’re tightly connected with the community, both at home and abroad. We take pride in our people, who all contribute to our mission to benefit society through the transformative impact of education and research. Discover more via our website and stay connected with our stories and people on LinkedIn.
Be yourself
The University of Melbourne values the unique backgrounds, experiences, and contributions that each person brings to our community and welcomes and celebrates diversity. First Nations people, those identifying as LGBTQIA+, parents, carers, people of all ages, abilities, and genders, and people of diverse ethnicity, nationality, and faith are encouraged to apply. Our aim is to create a workforce that reflects the diversity of the community in which we live. For more information please visit our Diversity and Inclusion page.
We are dedicated to ensuring barrier free and inclusive practices to recruit the most talented candidates. If you require reasonable adjustments, please contact the employee listed on the first page of the Position Description found below, with an email containing your name and contact details for a confidential discussion. Please ensure your email is titled "Reasonable Adjustments Request".
Aboriginal and Torres Strait Islander Applicants
We aspire to be the University of choice for Indigenous Australians, with unprecedented investment to attract, nurture, and retain Aboriginal and Torres Strait Islander students and staff. Tangible support through a range of programs and initiatives will ensure that you personally succeed and flourish while at the University of Melbourne.
For further information, including our 2023-2027 Indigenous strategy please visit -https://about.unimelb.edu.au/reconciliation/murmuk-djerring
Join Us!
If you feel this role is right for you, please apply with the following documents:
- Resume
- Cover Letter outlining your interest and experience
Please note that you are not required to respond to the selection criteria in the Position Description.
If you have any questions regarding the recruitment process, please feel free to contact Alex Spezza via email at **********@unimelb.edu.au, ensuring that you include the Position Number and the Job Title as the subject. Please do not share your application to this email address.
If you have any particular questions regarding the job please follow the contact details listed on the Position Description.
Applications close: 9 July 2024 11:55 PM Australian Eastern Standard Time (AEST)
Please note that in the event of sourcing a suitable candidate, the closing date for applications may be brought forward, and the job vacancy may be closed. Therefore, we encourage interested individuals to submit their applications promptly.
Position Description: 0036275 - Service Delivery Consultant - PD.pdf
