Our Current Student Enquiries team handles enquiries through a broad variety of channels including Inbound/outbound calls, emails, chats & social media. The enquiries that the team is responsible for resolving is critical to the University, supporting the students throughout their journey at ECU.
What you’ll do:
Provide a supportive and safe environment to all staff in the Communications centre with a clear focus on providing exceptional student experience.
Complete monthly compliance & quality assurance checks for Communications Centre Officers in conjunction with the Team Leaders and in accordance with the Communications Centre coaching framework.
Identifies, builds & facilitates training sessions for Communications Centre staff on key systems & processes.
Takes responsibility for improving/designing processes and knowledge that is available to Officers in line with the provision of accurate information to students and in accordance with the Communications Centre continuous improvement framework.
Handle escalated current student complaints referred by Communications Centre Officers in accordance with the complaint handling process.
Complete validation & approval on written correspondence such as letters and checklists in accordance with the documented process. Approve high risk transactions such as fees waivers & refunds in accordance to documented processes.
Take ownership of resolving complex enquiries in an advisory/consultative role and in some cases, the final decision maker of next steps for the enquiry and the resolution method.
Key Criteria:
Previous experience in handling escalated complaints and working within company processes and policies
A belief in staff engagement being an absolute focus;
Great ability to balance resources in line with priorities;
Knowledge and/or previous experience with Higher Education;
Strong focus on all aspects of customer service and achieving quality outcomes for both internal and external customers at all levels.
Experience in presenting and communicating information.
You will also demonstrate personal attributes that are congruent with the University’s values of Integrity, Respect, Rational Inquiry, Personal Excellence and Courage.
Benefits & Remuneration
This full time, ongoing position attracts remuneration of $92,087 to $99,353 pa (HEW 6) plus 17% University superannuation contribution.
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 call Jessica Dahl, Manager Communications Centre at [email protected] for more information.
How to Apply
Please upload your CV along with a statement addressing the Key Criteria above with reference to the capabilities in the .
Closing Date:
Applications close on Tuesday, 10 June at 11:30pm AWST.
PLEASE NOTE: APPLICATIONS WILL ONLY BE ACCEPTED FROM CANDIDATES WHO HAVE THE RELEVANT WORKING RIGHTS TO FILL THE POSITION.
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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