Supervisors/Team Leaders (Call Centre & Customer Service)
At ACAP we change lives. We equip our students with a deep understanding of human behaviour, the skills to make a positive difference and the resilience to enjoy long, healthy careers. ACAP University College is Australia's leading independent provider of tertiary education, delivering accredited courses in psychology, counselling, coaching, criminology, social work and business management and leadership (MBA).
ACAP is seeking an energetic and proactive Campus Student Engagement Manager to join and lead a dynamic team committed to delivering exceptional student services.
This is an excellent opportunity for a hands-on Team Leader or Supervisor looking to take the next step into a leadership role. You'll actively work alongside your team, providing direct student support while guiding and mentoring team members.
Key Responsibilities: Lead and manage the Campus Student Engagement Team, fostering motivation and providing hands-on support. Respond to a wide range of student enquiries, including phone calls and in-person support. Provide guidance on policies and effectively resolve escalated student issues. Collaborate with the national team to support student service channels and deliver staff training. Develop and implement consistent processes that ensure a seamless and positive student experience. Manage HR processes for your team, including recruitment, performance reviews, and professional development. Ensure compliance with industry regulations, such as the ESOS Act and PRISMS. Our ideal candidate needs to demonstrate the following essential criteria: Relevant work experience in a professional environment in a team leader capacity. Proven ability to deliver exceptional customer service in a team-oriented environment. Experience in implementing systems and processes to improve outcomes. Strong data analysis skills to support informed decision-making. Leadership skills, with experience supervising or mentoring a team. Outstanding relationship-building, negotiation, and communication abilities. A degree or equivalent qualification with relevant work experience. Experience in the higher education sector or collegial environment. Some benefits and perks of working with ACAP include: Genuine flexibility to work from home 1 day per week. Health and well-being packages, including free counseling for employees and family, discounted gym membership, movie tickets, travel, hotels, and insurance. Salary packaging and novated leasing. Up to 75% off study scholarships on all our courses. 2 paid volunteer days per year for your passionate causes. Diversity and Inclusion:
ACAP promotes and embraces an inclusive and diversified workforce. We believe equality, flexibility, and diversity in the workplace deliver a rich and collaborative environment for our employees, students, and clients. We encourage applications from candidates with disabilities, of all ages and genders, Aboriginal and Torres Strait Islanders, and diverse community groups.
If you're ready to step into a collaborative, hands-on leadership role where you can make a real difference in the student experience, we'd love to hear from you! How to apply: Submit your CV and optional cover letter outlining your suitability and interest. Please note applicants are assessed upon receipt so you are encouraged to apply now. For confidential enquiries, please contact Jessica Beazley: 07 3835 0448. Please note applicants require full working rights in Australia.
Successful candidates may need to undergo criminal records and working with children check.
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