Apply now Job no: 568072
Work type: Continuing
Location: Campus Independent
Categories: Education and Training, Administration and Executive Support, Facilities and Technical Services, Educational Services
• Continuing full time position
About the position The ASK La Trobe team is the frontline service to all current students at La Trobe University across all campuses. The team provides timely, helpful and professional advice via a range of channels including face to face in Help Zones, phone, online enquiries and live chat. Team members work either front of house (student facing areas) or back of house in the contact centre.
Duties at this level consist of but are not limited to: Deliver an end to end customer experience through supporting all incoming enquiries via our omnichannel service. Perform tasks/assignments which require proficiency in the work area's rules, regulations, processes and techniques, and how they interact with other related functions. Identify operational improvements. Design and/or deliver a variety of service support mechanisms (e.g. training/promotional materials, system modifications) to maximise service quality, efficiency and continuity. Skills and Experience Completion of a degree without subsequent relevant work experience; or completion of an advanced diploma qualification and at least one year's subsequent relevant work experience; or completion of a diploma qualification and at least two years' subsequent relevant work experience; or completion of a Certificate IV and extensive relevant work experience; or completion of a post-trades certificate and extensive (typically more than two years') relevant experience as a technician; or an equivalent combination of relevant experience and/or education/training. Excellent communication and interpersonal skills, with a demonstrated customer service focus and solution orientated approach. Demonstrated depth or breadth of expertise developed through extensive relevant experience and application. Demonstrated ability to gain a conceptual understanding of relevant policies, procedures or systems and interpretation in the application of policy and/or precedent. Demonstrated ability to set priorities and monitor workflows within own area of responsibility. Please refer to the Position Description for other duties, skills and experience required for this position.
How to apply Closing date: By Wednesday the 11th of December 2024
Position Enquiries: Kathleen Knott
Only candidates with Full Working Rights in Australia may apply for this position.
Please submit an online application ONLY and include the following documents: Cover letter addressing your suitability for the position. An up to date resume. Please scroll down to apply.
Aboriginal and Torres Strait Islander Applicants
We welcome and strongly encourage applications from Aboriginal and Torres Strait Islander people.
La Trobe University is committed to creating a diverse and inclusive workforce. We take an intersectional approach by actively supporting and encouraging people of all backgrounds and abilities to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible. Flexibility in interview format will be offered to shortlisted candidates.
All La Trobe University employees are bound by the Working with Children Act 2005. If you are successful, you will be required to hold a valid Victorian Employee Working with Children Check prior to commencement.
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