Student Services Representative, Student Enquiries and Support

University of Melbourne

Job Details
Full-time4 hours ago
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Full Job Description
Job no: 0053542 (Multiple Positions Available)

Location: Parkville

Role type: Full time; Fixed-term for 12 months

Department/School: Student and Scholarly Services

Salary: UOM 4 – $71,099 – $75,458 p.a. plus 17% super (pro rata for part-time)

Further your experience in student services in an exciting, rewarding work environment

Join a collaborative, supportive team, influence our ways of working and drive value

Salary range, 17% super, benefits and a flexible hybrid work environment!

About the Role

As a Student Services Representative, you will be part of a busy, student-centered team providing assistance across a wide range of processes in person, virtually, and over email. This involves assisting students through all stages of the student lifecycle, including, but not limited to, providing information about fees, key administrative processes, academic documentation, student cards, enrolment and scholarships. As part of this role, you will also be required to liaise with key teams both within Student Services and the wider University to connect students to support services and resolve enquiries at the first point of contact.

To ensure the University continues to provide a safe environment for everyone, this position requires the incumbent to hold a current and valid Working with Children Check.

Responsibilities include:
Providing accurate and consistent information via in person, virtual, and email channels, taking ownership of enquiries and resolving at first point of contact as appropriate. This is achieved through the effective use of information sourced from a variety of published resources or subject matter experts

Ensuring that all interactions are managed sensitively and in accordance with the University’s privacy policy. This includes appropriate management of feedback and complaints

Assisting with additional student-related activities and projects (such as Southbank service desk, academic progress committees, student card pop-up, student events and workshops) as required.

Who we are looking for

To be successful in this role, you will strive off initiative and will have a talent for problem solving and a strong ability to navigate systems, processes and resources. You will be able to enthusiastically work within a high demand fast-paced environment. You will be the sort of person who is most energized when busy, flexible and willing to undertake a range of tasks, and has excellent written and verbal communication skills. You can easily build and maintain rapport with various stakeholders from all diversities in a professional matter.

You will also have:
A tertiary qualification and/or equivalent mix of education and relevant experience

Knowledge of and ability to effectively utilize systems such as CRM and student systems, coupled with sound knowledge of MS Word, Excel, Outlook and strong internet search capabilities

Desirable: Experience working in a tertiary education environment

For further information regarding responsibilities and requirements please refer to the attached PD.

This role requires current valid work rights for Australia.

Your new team – Stop 1

Stop 1 is the University of Melbourne’s primary student services centre. Our frontline teams provide a range of information, guidance and advice for all coursework students, from general admin and enrolment enquiries to complex course planning and referrals to specialist services. Services are delivered via online enquiries, over the phone and in person.

What we offer you!

In addition, we offer the opportunity to be part of a vibrant community and a enjoy a range of benefits including generous leave provisions, salary packaging, health and well-being services and discounts on graduate courses. For more information check out our benefits page!

The University of Melbourne

We’re tightly connected with community, both at home and abroad. We take pride in our people, who all contribute to our mission to benefit society through the transformative impact of education and research. Discover more via our website and stay connected with our stories and people on LinkedIn.

Be yourself

We value the unique backgrounds, experiences and contributions that each person brings to our community. For more information, please visit our Diversity and Inclusion page.

We encourage and welcome applicants from diverse backgrounds.

We are dedicated to ensuring barrier free and inclusive practices to recruit the most talented candidates. If you require any reasonable adjustments with the recruitment process, please contact us at

Aboriginal and Torres Strait Islander Applicants

We welcome and strongly encourage applications from Aboriginal and Torres Strait Islander people.

We recognise that reconciliation is central to our purpose. For more information, please visit our Reconciliation page.

Join Us!

If you feel this role is right for you, please apply with your CV and cover letter outlining your interest and experience. Please note that you are not required to provide responses against the selection criteria in the .


Advertised: 17 Mar 2023 12:05 AM AUS Eastern Daylight Time

Applications close: 26 Mar 2023 11:55 PM AUS Eastern Daylight Time

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