Job no: 582627
Work type: Full time - Continuing/Permanent
Categories: Student Services, Administration and Executive Support
About usRMIT 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.
CultureOur 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 roleThe Customer Service Coordinator (RMIT Connect) 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 Manager, Service Operations and other RMIT Connect Coordinators.
This is a front of house position, where day-to-day you will act as an escalation point for staff, providing specialist advice on all areas of student administration. The Customer Service Coordinator (RMIT Connect) represents RMIT Connect in various forums and liaises 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 (RMIT Connect) will work predominately at the City Campus and will also be required to work in job rotation with RMIT Connect at the Brunswick and Bundoora campuses, as well as Digital team. This role will also be part of the soon to be new RMIT Connect service point in Carlton!
Key Responsibilities of the role are:
About YouThe 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 have a strong understanding of the operations of a large customer service centre, where you can contribute with innovative and new ideas, whilst empowering others.
Bring your whole self to workWe 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:
To ApplyPlease 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.
PD – Customer Service Coordinator (RMIT Connect).docx
Applications close on 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: 25 Sep 2019 11:55 PM AUS Eastern Standard Time
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