Day to day you will be responsible for engaging with students through a variety of channels including social media, online chat, email, inbound & outbound calling. You will also be responsible providing customer experience, problem solving, capturing continuous improvement initiatives, and operating within our high performing, values based and student first environment.
Within the Communications Centre, we have a service dog in our office environment. All staff employed within the centre are to be mindful of the dog's presence, and whilst we understand that some individuals may have allergies or fears of dogs, we are committed to ensuring a comfortable and inclusive environment for all our employees.
These positions will operate at 0.4FTE during off-peak periods and increase to 0.8FTE [DB1] in peak periods and therefore the successful applicants will need to ensure that they are able to work varied hours throughout the year. The peak periods are driven by impact dates which may change year to year, but the peak periods are typically mid-November to mid-March, as well as mid-June to mid-August.
Training will be provided to new starters for the first two weeks of employment, in which each new starter will be required to work 0.8FTE during those first four weeks.
What you’ll do:
Deliver exceptional experience in every interaction to our current students and the general public.
Provide accurate & relevant information in an efficient manner.
Provide first point enquiry resolution to every interaction.
Meet personal/team qualitative and quantitative targets.
Be a shining example to everyone around you and be an ambassador Edith Cowan University.
Key Criteria
Experience working in a Customer Centric Contact Centre
Experience in using multiple enquiry channels (Eg. Social Media, Chats)
Ability to work in a performance target environment
Customer Experience mindset
Can-do positive attitude & enthusiasm
You will also demonstrate personal attributes that are congruent with the University’s values of Integrity, Respect, Rational Inquiry, Courage and Personal Excellence.
Benefits & Remuneration
This part-time, ongoing position attracts a remuneration of $74,435 to $79,279 per annum (pro-rata part-time) plus 17% superannuation.
ECU supports a work/life balance for staff. Benefits such as flexible working arrangements may also be negotiated to meet your personal circumstances.
ECU has an Award-winning Health and Wellness Program, and an extensive range of staff benefits across entertainment, financial, health, travel and consumer goods and services.
For information on the benefits of working at ECU, please visit our website Employment Opportunities.
Contact
Interested applicants are welcome to contact Libby Dooley (Team Leader, Current Student Enquiries) via email at [email protected] for more information.
How to Apply
Please upload your resume along with a maximum 1 – 2 pages statement addressing the key criteria above.
Closing Date:
Applications close on Sunday, 8 June at 11.30PM (AWST).
PLEASE NOTE: BECAUSE THIS IS AN ONGOING POSITION, APPLICATIONS WILL ONLY BE ACCEPTED FROM CANDIDATES WHO HAVE EITHER PERMANENT RESIDENCY OR AUSTRALIAN CITIZENSHIP.
ECU is a diverse and inclusive workplace reflecting the differences in society. Specific strategies and initiatives are in place to address underrepresentation of specific groups. Applications are encouraged from suitably qualified people from all backgrounds. Aboriginal and Torres Strait Islander people are strongly encouraged to apply.
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