Student Services, Other (Education & Training)
Full time
$102,831 to $116,253 + 17% super + 6 weeks leave
Professional Level 8 Salary- $102,831 to $116,253 pa
Plus 17% superannuation and 6 weeks annual leave
Casuarina Campus
Manage a network of staff who provide customer service and enquiry management for students across Charles Darwin University (CDU)
About the Position
As the Manager Student Central, you will be responsible for the operational management of customer service teams servicing all University students, including VET and HE, on campus and online, international, and domestic. Providing leadership across a distributed network of staff involved in the end-to-end processes for frontline enquiry management you'll be accountable for ensuring that policies, business processes and systems are designed and configured to support a high-quality customer experience.
About You
To be successful, you will require:
Completion of, or progress towards, a postgraduate qualification, and extensive relevant experience in a managerial role in a highly regulated industry and/or complex organization or an equivalent combination of relevant experience and/or education/training.
High-level written communication skills, with the ability to draft easy-to-understand and professionally written policies, procedures, guidelines and work instructions and content for websites and mobile applications.
Strong verbal communication skills, with the ability to communicate complex processes or regulations, provide clear information to customers in stressful situations and communicate with staff at all levels of the University including front-line customer service officers and senior executives.
Track record in delivering against a schedule of administrative deadlines, with outstanding organisational skills, strong project management skills and strong personal drive and self-motivation.
Experience in the use of technology to optimise customer experiences, preferably using mobile digital solutions, with developing skills in one or more of the following areas: systems thinking, design thinking, agile methodology, UX and service design.
Experience managing a team of sales and/or customer service staff (in the vocational or higher education sector preferred), including performance planning and review, staff development and career planning.
Demonstrated commitment to continuous improvement of processes and practices, with good analytical skills and knowledge of customer-led / voice of the customer programs.
An outstanding commitment to customer service for internal and external customers, and for infusing front and back-of-house teams with a passion for customer outcomes alongside administrative excellence.
Advanced level of technical proficiency in administrative systems and platforms, including the use of large corporate databases and MSOffice software, and contact centre technologies and solutions.
Remuneration
Appointment to this role will be at Professional level 8. The base salary will be in the range of $102,831 to $116,253 per annum. The total remuneration package will be in the range of $120,312 to $136,016 per annum, including 17% superannuation.
What's in it for you?
An employer who values your contribution to building a bigger, better and stronger University
Work with a University committed to changing people's lives for the better through training, education and research
Opportunities for professional development, paid study and career progression
An enviable lifestyle in the spectacular Northern Territory
17% superannuation
Up to six weeks of paid annual leave (dependent on work location)
Up to 26 weeks of paid parental leave (primary care giver), in addition to government payments (eligibility criteria apply)
Recognition of prior service with another Australian university / NT Government for Long Service Leave (recognition applied to qualifying period only)
Ability to negotiate transfer of leave entitlements under the Public Employment (Mobility) Act 1989
Free on-campus parking in designated areas
Employee Assistance Program
Salary Packaging opportunities
How to Apply
All applications must be received online via the 'apply' button and should include your resume and a cover letter outlining your interest in the role and relevant skills and experience.
For a confidential discussion about the position please contact Kara Blohm by email ******
Applications Close: Wednesday 11th September 2024
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