Jobs and Careers

Manager – Student Enquiries

• Responsible for the strategic direction and operational implementation of consistent and high-quality enquiries services for all students
• Design, foster and manage a collaborative and student-centred team, based across six sites in two states
• Full time, 6 month fixed-term position based in Hobart, Launceston or CCC 

About the opportunity

The Student Enquiries team is part of Student Services in the Student Services and Operations Division. The Student Enquiries team plays a critical role in providing a positive and impactful experience for prospective and current students, from the first point of contact through to graduation. This includes enquiries related to pre-application, application, admission, enrolment, fees, exams, results, academic progression and graduations.

We are seeking to appoint a Manager of Student Enquiries to lead and manage the University’s first-tier enquiry management team, which operates across six university campus ‘service points’, as well as responding to online, email and phone enquiries.

What you’ll do:

• Design, foster and manage a collaborative and student-centred team, based across six sites in two states. Lead the team to deliver ‘first point resolution’ enquiry management through a high-quality service for students, assisting them to navigate the student lifecycle from the first point of contact through to graduation.
• Under broad direction, transform the ‘Student Enquiries Service Model’ for the University’s first-tier enquiry teams, with the aim of providing a positive and impactful student experience across an increasingly diverse range of students, including resolving student escalations and highly complex enquiries.
• Contribute to the institution’s retention targets and educational attainment, by ensuring that the operations of the first-tier enquiry management team are underpinned by the principles of student-centricity and that key quantitative and qualitative performance indicators are clearly defined, well understood and achieved by embedding data intelligence, analysis, and reporting strategies.
• Lead the systematic capturing of student insights across all interaction channels to inform a comprehensive learning and development model for all enquiries staff. Work with Divisional and College staff to provide feedback and work collaboratively on improvements which enhance the student experience.
• Work collaboratively to continuously improve enquiry management, including (but not limited to) technology enhancements, quality assurance, the development and review of process improvements, and prompt and personalized interactions, to ensure the University is highly responsive to internal and external changing requirements, continually adapting our service model to provide a distinctive experience for our students.

What we’re looking for:

• A sound understanding of the range of factors that influence student choice, progression and success across the stages of the student lifecycle so as to provide a high-quality service; and for working with teams to deliver evidence-based services that optimise student experience and outcomes.
• Demonstrated ability to source and understand information on a wide range of student administrative matters and interpret, apply and influence rules, ordinances, policies and procedures within governance instruments framework including federal legislations governing Higher Education institutions.
• Experience and demonstrated capacity to provide leadership to a team, including the ability to motivate, guide and continually develop staff for growth and optimal performance within high-pressure, flexible and responsive work environment, to support the provision of services to students which are appropriate to the needs of an increasingly diverse and complex University community.
• Strong and effective interpersonal, communication, conflict resolution and negotiation skills, with capacity to work collaboratively and effectively with a diverse range of internal and external stakeholders; and ability to convey complex information, ideas and concepts clearly and efficiently to a variety of audiences.
• Demonstrated ability to work independently and flexibly in responding to changing strategic priorities, and also collaboratively within a team environment; plan and prioritise workflow and deliver high quality outcomes including strategic thinking and tactical execution to achieve targets and KPIs, using initiative, judgement, prioritisation and innovation.

Salary details

Appointment to this role will be at HEO 9 and will have a total remuneration package of up to $155,332 comprising base salary within the range of $125,959 to $132,762 plus 17% superannuation.

How to Apply

• This vacancy is being advertised internally only in the first instance to current staff.
• In submitting your application, you acknowledge you have/intend to discuss your interest in this vacancy with your current manager and understand they may need to be contacted confidentially by the hiring manager as part of the assessment of your application.
• To apply online, please provide your CV and 1-2-page cover letter outlining your interest in the role, skills, capabilities and experience.  You do not need to separately address the success profile criteria.
• For further information about this position, please contact Kate Lee, Director, Student Enquiries and Communication kate.lee@utas.edu.au or 03 6226 2098.
• Please visit https://www.utas.edu.au/jobs/applying for our guide to applying and details on the recruitment process.
• Please refer to the attached Position Description Below for full details.

 Position Description - 500679 - Manager, Student Enquries.pdf

Applications close Thursday, 16 January 2025, 11.55pm

To be eligible for this position, you are required to have Australian citizenship, permanent residence or a current valid visa that allows you to fulfil the requirements of this role.