Jobs and Careers

• Enhance the student experience by managing enquiries through phone, email and in-person interactions
• Support students with high-quality engagement across key stages of the student lifecycle
• Multiple part/full-time ongoing roles based in Hobart, Launceston or Burnie

About the opportunity

We are seeking to appoint a Student Enquiry Officer in the Student Enquiries portfolio which is part of the Student Services and Operations Division. Student Enquiries teams support the student journey via enquiry channels including but not limited to phone, email, online and face to face interactions.

Student Enquiries’ provides positive and impactful student experience by significantly improving student centricity with institutional enquiry management and communication strategies; and delivers high quality interactions with students as they navigate the complex student lifecycle landscape from Application, Enrolment, Fees, Exams, Results, Academic Progression through to Graduation with ease and clarity, to support their engagement with the University, their studies and enhance their student experience.

What you’ll do:

• Respond effectively and efficiently to a wide range of student enquiries in a student-centred, solution focused and efficient manner through in-person, phone, and web-based modes of service delivery.
• Ensure that students are provided with accurate first contact resolution or seamless and appropriate triage to Tier 2 services; and that appropriate turn-around times for responses and resolutions are monitored and adhere to standard operating procedures and service performance requirements.
• Provide a friendly, professional, and attentive first point of contact of the University.  
• Actively contribute to a culture of productivity enhancement and performance improvement of individual and team by identifying opportunities for process improvement and simplification, by reviewing student feedback to inform continuous service quality improvement, and by understanding enquiry traffic and trend to determine root causes and appropriate responses.
• Work collaboratively with other enquiries teams, managers and broader Student Services team, in order to ensure that consistent high level of service is provided whilst working within tight timeframes; and to deliver individual and the team’s performance targets.
• Under the guidance of the Manager, develop and maintain Student Enquiries procedural, reference and training documentation and train other staff in the use of University systems and procedures.
• Contribute to a positive team culture with students central to all undertakings.

What we’re looking for:

• Diploma in relevant discipline and demonstrated service centre experience; OR an equivalent combination of relevant experience and education/training.
• Evidence of excellent interpersonal, verbal and written communication skills, the ability to contribute to a positive customer focused culture and the ability to remain calm and focused when working under pressure.
• Demonstrated experience in customer service delivery and solution focused attitudes with capacity to use discretion and initiative; capacity to exercise sound judgement and escalate appropriately in accordance with operating procedures.
• Demonstrated ability to provide feedback on trends, system efficiencies and communication platform effectiveness; and ability to identify areas for improvement.
• Ability to work flexibly in response to changing work; ability to meet deadlines; and ability to deliver high quality outcomes.
• Demonstrated ability to contribute to a high-performance culture and to work in a dynamic, fast-paced environment
• Demonstrated digital capabilities, including experience in digital platforms, Microsoft Office toolsets, information and relationship management systems (e.g. Oracle CRM).

Salary details

Appointment to this role will be at HEO 4 and will have a total remuneration package of up to $88,479 comprising base salary within the range of $71,387 to $75,623 plus 17% superannuation.

How to Apply

• 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 Role Specific Skills, Knowledge and Experience.
• For further information about this position, please contact Grant Cooper, Manager, Student Enquiries Service,  gr.cooper@utas.edu.au or 03 6226 1423.
• 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 - 501143 - Student Enquiries Officer.pdf

Applications close Sunday, 22 June 2025, 11.55pm

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