Student Hub Advisor

• Casual Position - Hourly Rate $35.80 - $38.66 + Super
• Support students in their journey at Melbourne Polytechnic in this customer service focused role!
• Located at our Preston and Heidelberg campuses, with car parking on site

Melbourne Polytechnic is a learning organisation that has been delivering vocational training since 1912. Learning at Melbourne Polytechnic is a unique experience with an applied focus. delivered by teachers with real-world experience and expertise.

At Melbourne Polytechnic we are committed to providing high quality, innovative, applied and future focused, purposeful education and training to students, industry and communities. Our teachers are passionate and established in their professions and look guide students in theirs. We know that circumstances can create barriers to learning, so we offer our students personalised pathways, flexible study options and learning support.

The Student Hub advisor is the primary service point for current and former students of Melbourne Polytechnic. This position provides student support and administrative services, maximising first point resolution and a case management for complex queries, working closely with Schools, Academic Registry, Student Services and other areas of the Institute.

This position provides exceptional front-line customer service experience through outstanding communication and engagement which delivers timely, customer-focused, high quality advice and support to current and former Melbourne Polytechnic students, staff, other internal and external stakeholders including precinct tenants where applicable.

Please note this role will require you to work at both our Heidelberg and Preston campuses, with travel to other campuses in Northern Melbourne when required.

• Deliver excellence in frontline customer service through innovative, consistent and quality service.
• Monitor and manage large volumes of enquiries via phone, web request, email and face to face contracts with empathy and engagement in a fast-paced environment using a case management approach, ensuring a thorough review of options, proactive internal investigations and providing clear and timely advice.
• Provide general administrative services including the follow up of academic transcripts and awards and the production of official documentation, front of house reception duties, wayfinding, correspondence, database maintenance, filing, reporting and others as required.
• Provide advice and assistance/referral to specialist and support services to support the student experience, including booking appointments.
• Provide support and advice to students seeking to amend or withdraw from units of study by engaging with student to determine the most suitable course of action.
• Manage payments and transactions relating to student admin functions and merchandise, including daily cash register reconciliations.
• Ability to self-manage workload relating to stress management and supporting self-care within a fast-paced environment.
• Ensure compliance with confidentiality and privacy requirements.
• Adopt an agile approach to learning new systems, databases and processes to assist with the streamlining of operational tasks and proficient use of software, including Customer Relationship Management (CRM) software, Student Management System (STRATA) and Microsoft Officer Suite, as well as supporting students to navigate Melbourne Polytechnic online services, such as email and the Portal.

For a full list of key responsibilities and duties, please view the position description.

• A relevant tertiary qualification and a minimum of 5 years' experience in a tertiary student admin environment.
• Demonstrated strong written and verbal communication skills, including the ability to communicate effectively with a varied student cohort, with the ability to be flexible in responding to and having an understanding and empathy for the needs of students at all levels and across all cultures.
• Demonstrated experience of adapting to new technologies and systems.
• Demonstrated well developed interpersonal and problem-solving skills with the ability to add value by showing initiative in identifying and pursuing opportunities.
• Ability to build and maintain effective and productive relationships, employing a consultative manner and maintaining confidentiality, with a wide range of stakeholders (both internal and external).
• Proven ability to work effectively as a flexible team member committed to achieving work team goals and maintaining a supportive work environment.
• Demonstrated capacity to manage own work load and prioritise tasks in conjunction with maintaining exceptional customer service.
• Proven ability to manage challenge student behaviours, and the ability to deescalate situation.
• A current Working with Children Check Card (Employee) and Police Check.  

Please submit the following documents for your application to be considered

• Current CV
• Cover Letter (Please ensure that you address the Key Selection Criteria outlined in the position description)

For further information on the role, please contact the hiring manager via email: ***********@melbournepolytechnic.edu.au or via phone: (03) 9269 1***.

If you email us, please make sure you put the job title and job number in the subject line.

Please note, applications received via email will not be considered - you must apply via the website.

Candidates must hold a valid Employee Working with Children Check (WWCC). A lodgement receipt is not a valid alternative; the approval email with the lodgement of a WWCC card number can be accepted.

A National Police Check is required for the successful applicant.

We will be shortlisting immediately. Don’t delay, apply today!

Please be aware for us to engage with you, we require internal pre-approval and you must be on the State Purchasing Contract (for Victorian government common use goods and services). We will engage with you and your agency once we have the approvals.

Melbourne Polytechnic is proud to be an equal opportunity employer committed to being a child safe organisation, by ensuring that children and young people are protected from abuse or harm.

We promote a workplace that actively seeks to include, welcome and value unique contributions of all people. This means we encourage Aboriginal and Torres Strait Islander peoples, people with disabilities, people who are LGBTIQ+ and people from culturally diverse backgrounds to apply for this job, with age being no barrier.