Customer Service Officer, Deakin HELP

• Flexible location + hybrid work arrangements
• Full-time or Part-time continuing opportunities
• HEW 5 $83,407 - $93,548 + 17% Superannuation

Why work with us?

At Deakin you will have access to benefits such as a variety of leave options including generous parental leave and the ability to purchase additional leave; flexible working arrangements to help manage your work-life balance; ongoing learning and development opportunities to grow your career; an inclusive and supportive culture and environment to work in, both online and on campus.

Who are we?

Deakin HELP is integral to Deakin University's Customer Experience strategy, serving as the initial contact point for a diverse array of staff queries. The team's objective is to enhance support across various areas; people services (HR), finance, travel, recruitment, information technology, work requests and others, through a cohesive and responsive service model.

About the role:

This is your opportunity to shape the frontline experience for Deakin staff, supporting colleagues across people services, finance, travel, recruitment, IT, work requests, and general enquiries. The Officer, Deakin HELP, provides timely, clear, and practical advice through phone, email, ticketing systems, and face-to-face interactions.

You will assist in maintaining the knowledge bank, support team training, help resolve complex issues, and contribute to process improvements, playing a key role in delivering a consistent, high-quality service experience for the University

Reporting to the Assistant Manager, Deakin HELP the Officer, Deakin HELP will:

• Handle enquiries related to people, travel, work requests, keys, system support, and general questions through phone, email, ticketing systems, and face-to-face interactions.
• Assist in maintaining and updating the knowledge bank, ensuring information is current and accurate.
• Identify and escalate complex issues or unresolved enquiries to Tier 2 support as needed.
• Create practical, simple, and accessible solutions to problems while considering multiple perspectives.
• Collect and analyse information from various sources to resolve work issues effectively.
• Deliver efficient outcomes against team and operational work plans and contribute suggestions for process improvements.

To be successful, you’ll have:

• Completion of a Degree without subsequent relevant work experience; or
• Completion of an Associate Diploma with at least two years relevant work experience; or
• Completion of a Post-Trades Certificate or Advanced Certificate with extensive relevant experience as a Technician; or
• An equivalent combination of relevant experience and/or education/training
• Experience in a customer service or support role, with a proven ability to handle a range of enquiries effectively through phone, email, ticketing systems, or face-to-face interactions
• Understanding of escalation procedures and the ability to identify when issues need to be escalated to higher levels of support

Here's how to apply:

Please submit your updated resume and a short cover letter outlining your skills and experience.

For a confidential discussion regarding this role, please contact Paige Lenferna (Manager, Deakin HELP) on [email protected]

Applications for this position close on 2 September, 2025 at 11:55pm.

Are You Ready?

Deakin is a Victorian university with a global impact. We are an agile, dynamic, and innovative university committed to making a positive impact through our excellence in education, research and innovation and the contributions we make to the wider community.

We understand that our reputation has been built on the dedication and expertise of our staff and we offer a dynamic and diverse working environment with opportunities to grow and develop careers. We believe that a progressive, thriving culture will ensure that people choose to come, and stay at Deakin and contribute to our ongoing success.

We value diversity and aim to build an inclusive environment that champions, embraces and respects differences. We support and encourage applications from Aboriginal and Torres Strait Islander people, and people of all abilities, cultures, sexual orientation, and genders.