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Customer Service Coordinator - Digital

Job no: 582622
Work type: Full time - Continuing/Permanent
Categories: Student Services, Administration and Executive Support

  • Full-time, permanent role at Melbourne CBD campus
  • Manage the RMIT Connect Digital service front!
  • Bring together your contact centre & systems expertise

About us
RMIT is a multi-sector university of technology, design and enterprise with more than 91,000 students and 11,000 staff globally. RMIT offers postgraduate, undergraduate, vocational education and online programs to provide students with a variety of work-relevant pathways.

Our purpose is to offer life-changing experiences for our students, and to help shape the world with research, innovation, teaching and industry engagement. With strong industry connections forged over 130 years, collaboration with industry remains integral to RMIT’s leadership in education, applied and innovative research, and to the development of highly skilled, globally-focused graduates.

RMIT Connect & Student Life have three teams committed to transforming the student experience, with two key objectives of improving student experience and sense of belonging and improving the ease and effectiveness of student service delivery. Led by the Director, RMIT Connect & Student Life, we have a great team of passionate and talented staff working to deliver our objectives.

Culture
Our Values inspire us, wherever we are in the world, and guide how we live and work together.

Imagination. Agility. Courage. Passion. Impact. Inclusion.

What unites us is our purpose and our values; they are at the heart of who we are, what we stand for, how we make decisions and connect with each other.

Our people make everything at the University possible. We encourage new approaches to work and learning, stimulating change to drive positive impact. RMIT exists to create transformative experiences for our students, getting them ready for life and work. You will be a part of a productive and collaborative team, who values working relationships and outcomes through open and inclusive planning, continuous information sharing and transparent work practices.

When you join our team, you'll be able to access a range of benefits. From travel to fitness, there's something for everyone.

About the role
The Customer Service Coordinator (Digital) provides leadership, support and guidance to RMIT Connect staff, a team that personifies the phrase “happy to help” as they provide a high level of service to clients, working closely with the Senior Coordinator, Customer Service and other RMIT Connect Coordinators. 

Day-to-day you will act as an escalation point for staff, providing specialist advice on all areas of student administration. As part of the leadership team, the Customer Service Coordinator (Digital) may represent RMIT Connect in various forums and liaise with groups across the University in pursuit of optimal outcomes for students. You will need to innovate and apply creativity to continually evolve RMIT Connect’s service model. This role requires the skill to build effective and beneficial working relationships with other groups, in particular, Colleges and Schools and other groups across the University. 

The Customer Service Coordinator (Digital) will work predominately at the City Campus and will also be required to work in job rotation with RMIT Connect at the City and Bundoora campuses.

Key Responsibilities of the role are:

  • Coach and develop staff to work effectively as a part of a team to achieve team goals and objectives
  • Direct and co-ordinate the day-to-day operation of the RMIT Connect Contact Centre and RMIT Connect Webchat channel, liaising and consulting with colleagues to ensure service provision is seamless across RMIT Connect
  • Provide administration of the RMIT Chat Bot, ensuring Chat Bot is a fully integrated service channel for RMIT
  • Manage RMIT Connect outbound call and SMS campaigns
  • Exercise specialist and professional judgement about the application or adaptation of policies and practices or systems, making choices that may impact other areas of the organisation
  • Review the operations in RMIT Connect and make recommendations for improvements in processes, documentation, systems and practices to ensure continuous improvement in both administrative efficiency and service to staff and students
  • Present advice and negotiate complex issues and concepts persuasively to achieve work unit objectives


About You
The successful candidate must be a people person who relishes mentoring and developing individuals within a team and providing the scaffolding to enable the team to perform at a consistently high standard. You are forward-looking, balanced and sustainable in your approach to managing demands and resourcing. You are also able to adapt quickly and effectively to new pressures and opportunities.

In addition, you will be passionate about delivering high quality customer service and have demonstrated experience in leading and coaching a high performing customer service team. You will be digitally focused and contribute to the continuous improvement of new technology and processes to enhance service delivery.


Bring your whole self to work
We are better for our diversity. When we listen to those who are different to us, or challenge us, we grow stronger together. When we feel like we belong, we can achieve so much more. We respect each other, embrace our differences and build a sense of belonging in our team and beyond. We’re proud to share with you some of our wins:

  • RMIT University is an Athena SWAN member and the College of Science, Engineering and Health is central to driving improvements in gender equality, diversity and inclusion, particularly in the Science, Technology, Engineering, Mathematics and Medicine (STEMM) disciplines.
  • RMIT was placed 10th in the 2019 Randstad Employer Brand Research Awards, up five spots from 2018.
  • We were named as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency in 2019. 
  • We achieved Gold Employer status for LGBTIQ inclusion in the Australian Workplace Equality Index (AWEI) in 2018 and now in 2019.
  • We were recognised as a top five employer in 2018 for workplace accessibility with the Australian Network on Disability.
  • Exceeding our targets in our Reconciliation Action Plan for Bundyi Girri – an important step in our reconciliation journey.


To Apply
Please submit your CV and cover letter outlining your experience by clicking on the ‘Apply now’ link. Please note that a separate response to KSC is not required. For further information about this position, please see Position Description below.

Download File PD – Customer Service Coordinator (Digital).docx

Applications close on Wednesday 25 September 2019 at 11:55pm. This role will require satisfactory confirmation of a Working with Children Check.

We kindly request that we are not accepting agency enquiries for this position.

RMIT is an equal opportunity employer committed to being a child safe organisation. We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.

Application close: AUS Eastern Standard Time

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