Student Help Specialist

Student Help Specialist

• Employment Type: Full Time (35-hour week)
• Duration: Continuing Role
• Remuneration: $96,960 - $103,434 (+ 17% superannuation and leave loading)
• Location: Kensington NSW (Hybrid Flexible Working)

About UNSW:

UNSW isn’t like other places you’ve worked. Yes, we’re a large organisation with a diverse and talented community; a community doing extraordinary things. Together, we are driven to be thoughtful, practical, and purposeful in all we do. Taking this combined approach is what makes our work matter. It’s the reason we’re one of the top 20 universities in the world and a member of Australia’s prestigious Group of Eight. If you want a career where you can thrive, be challenged and do meaningful work, you’re in the right place.

Why Your Role Matters:

The Student Help Specialist is responsible for delivering a range of high-quality services across a wide variety of administrative processes and student enquiries, via multiple channels. The role is expected to develop and maintain a broad range of knowledge and expertise across student services and is responsible for the case management and resolution of student enquiries and administration. In addition, this role acts as first line of escalation and will deputize for the Student Hub Team Lead when required.

Who You Are:

• Relevant tertiary qualification with subsequent relevant experience or equivalent competence gained through any combination of education, training and/ or student services experience.

• Demonstrated experience of operating in a customer service environment and of providing advice to stakeholders on complex and sensitive matters.

• Excellent oral and written communications skills and the ability to use tact and diplomacy, negotiate and communicate with influence, and clearly convey ideas and information to a diverse audience.

• Ability to learn and apply a range of policies from first principles, and to implement procedures to ensure monitoring and compliance.

• Experience in using influence and negotiation skills to improve the performance of individuals or teams in a complex environment.

• Proven ability to work in a high volume, process-driven service environment, with variable workflow patterns, competing deadlines and with minimum supervision.

• Demonstrated ability to autonomously manage small projects & workstreams.

• Demonstrated ability to use initiative and judgement to interpret and accurately advise on administrative policies and procedures to resolve issues for students and staff.

• Demonstrated ability to multi-task, apply a flexible approach to workload, and react positively to unforeseen or unplanned events.

• Proven ability to contribute to a positive team culture, work flexibly in a hot-desk environment and develop and foster networks with staff across the University.

• Knowledge of health and safety responsibilities and commitment to attending relevant health and safety training

Special Requirements:

• Requirement to work during the Christmas/New Year period.

• Occasional weekend and after-hours work.

How to Apply:

Please submit your CV and a Cover Letter addressing the Selection Criteria (Who you are above)

Applications close: Sunday 5 May - Before 11:55pm

Get in Touch:

Georgia Kelso

Talent Acquisition Coordinator

[email protected]

UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff. The University reserves the right not to proceed with any appointment.