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Student Living Enquiries Officer

Apply now Job no: 497338
Work type: Part time
Location: Launceston
Categories: Administration, Student Services

Student Living Enquiries Officer

 

  • Part-Time 0.5FTE, Fixed Term (12 months).
  • Based in Launceston.
  • Contribute to a positive Student Living experience with excellent customer-service.

The University’s Student Living Communities are a network of distinctive residential communities supporting a diverse cohort of undergraduate and postgraduate students from regional Tasmania, mainland Australia and overseas who are enrolled at the University in Hobart, Sandy Bay, Launceston or Burnie. Each residential community has its own identity and sense of place in a city centre or on campus and may be fully catered, self-catered or a hybrid catering model.

The Opportunity

The role of Student Living Student Enquiries Officer is a critical, front-line role, requiring high levels of face-to-face and supportive engagement with student residents. Through the provision of a supportive and problem-solving disposition the role will focus on resolving student issues associated with their living environment. The role of Student Living Student Enquiries Officer will greatly contribute to a positive student living experience by liaising with staff in both Student Accommodation and Student Living to ensure students receive responses and solutions in a timely manner and to their satisfaction.

Key Accountabilities:

  • Respond effectively and efficiently to a wide range of student enquiries in a student-centered, 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.
  • Actively contribute to a culture of productivity enhancement and performance improvement of individual and team by identifying opportunities for process improvement and simplification.
  • Reviewing student feedback to inform continuous service quality improvement, understanding enquiry traffic and trends to determine root causes and appropriate responses.
  • Work collaboratively with Student Accommodation, Student Living and broader Utas teams 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.

Your Application

To be successful in the role, your application will need to demonstrate;

  • 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, using discretion and initiative to exercise sound judgement.
  • 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 demands with the ability to meet deadlines and to deliver high quality outcomes, contributing to a high-performance culture in a fast-paced environment.
  • Demonstrated digital capabilities, including experience in digital platforms, Microsoft Office toolsets, information and relationship management systems (e.g.StarRez, Advocate and VisionLine).

Remuneration

Appointment to this role will be at HEO 4 and will have a total remuneration package of up to $80,122 pro-rata comprising base salary within the range of $64,643 to $68,480 pro-rata plus 17% superannuation.

COVID-19 Update:

The University of Tasmania recognises that this is critical for the workforce at the University to protect the safety of our workforce and vulnerable Tasmanians.

Applicants for this role must be prepared to provide evidence of Covid-19 vaccination as a condition of employment.

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 success criteria.
  • For further information about this position, please contact Anthony Jusup, Head of Student Residence, anthony.jusup@utas.edu.au or 03 6226 6411
  • Please visit https://www.utas.edu.au/jobs/applying for our guide to applying and details on the recruitment process.

Applications close Thursday, 19 May 2022, 11.55pm

Download File Position Description - Student Living Enquiries Officer (N).pdf

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.

Advertised: Tasmania Standard Time
Applications close: Tasmania Standard Time

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