Student Relations Call Centre Officer

• Student Affairs Division
• This is a part-time (0.5 FTE), continuing position with FTE salary in the range $77,396 - $86,029, plus a generous super allowance of up to 17%.
• Work flexible hours to suit family or study commitments along with other benefits like 36 hours/week FTE, purchased leave, WFH, 17% super + more.
• Bring your Call Centre supervision experience to coordinate a high volume casual Call Centre team.
• Based at our St Lucia campus

The Student Relations Call Centre Officer coordinates and oversees the operations of the Casual Student Relations Team Call Centre, including staff recruitment, training, and scheduling. Collaborate with stakeholders and departments like ITS, CRM, and Business Planning as needed.

Key responsibilities will include:

• Recruit, train, and supervise casual Call Centre staff, ensuring adequate training and support.
• Maintain and update resources to support staff in their duties effectively.
• Assess and approve casual salary claims in line with University policy, ensuring accuracy and timeliness.
• Manage staff rostering to ensure adequate coverage and briefing on shift objectives.
• Assist in preparing and distributing regular updates and reports on Call Centre activities.
• Liaise with clients and staff, resolve data collection issues, purchase necessary supplies, and provide administrative support for Call Centre operations.
• Any other duties as reasonably directed by your supervisor.

Essential

• Completion of a degree with subsequent relevant experience or extensive experience and specialist expertise or broad knowledge in the administrative field and/or an equivalent combination of relevant experience and/or education/training.
• Excellent communication skills and ability to communicate effectively with a wide range of stakeholders
• Excellent organizational skills and attention to detail and ability to deliver results, prioritise own workload, work independently and meet tight deadlines
• Ability to correctly interpret and apply policies and procedures
• Experience in the use of a wide range of computer applications in a network environment (particularly Microsoft Excel, Word and PowerPoint)
• Excellent interpersonal skills including the ability to interact and engage effectively with clients by telephone, email and in person

Desirable

• Experience in managing customer service operations as well as a flexible staff pool and roster system.
• Background as a trainer, facilitator, or teacher with familiarity in evaluation methods.
• Knowledge of or ability to swiftly grasp the higher education landscape and student-related challenges in a learning environment.

You must have unrestricted work rights in Australia for the duration of this appointment and may be required to complete background checks including, criminal history and education checks.

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, 17% superannuation contributions, 17.5% annual leave loading.
• Access to flexible working arrangements including hybrid working options, flexible start/finish times, purchased leave, and a condensed fortnight.
• 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, Cheap parking (from just $5.75 a day), Salary packaging options.

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

• Cover letter addressing the 'About You' section.
• Resume

For more information about this opportunity, please contact Kate Bailey at ********@uq.edu.au. For application queries, please contact ******@uq.edu.au stating the job reference number (below) in the subject line.

Applications close 27 March 2024 at 11.00pm AEST (Job Reference Number - R-36065). Please note that interviews have been tentatively scheduled for 9 April 2024.

At UQ, our strength lies in our diverse colleagues. We're dedicated to equity, diversity, and inclusion, fostering an environment that mirrors our wider community. We're committed to attracting, retaining, and promoting diverse talent. Reach out to ******@uq.edu.au for accessibility support or adjustments.

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.