Student Services Representative

Melbourne, Australia
09 Oct 2018
End of advertisement period
21 Oct 2018
Contract Type
Full Time

Academic Services
University Services

Salary: $63,707 - $67,613 per annum plus 17% superannuation

About University Services

University Services comprises of 1,600 professional staff focused on providing client-centric and innovative services to the University. The group is providing transformational change, defining and influencing future service enhancements, and acts as a shared services function within the University of Melbourne.

About the role

Stop 1 is the home of student services online, on the phone and in person at the University of Melbourne. The Student Services Representative - Concierge position is an essential part of the Stop 1 team, and the critical first point of contact for in-person enquiries at Stop 1. The primary function of the role is to greet all visitors and quickly assess their needs before either resolving their enquiry or directing them to the appropriate service.

The position is also responsible for providing guided assistance to students in the Stop 1 self-manage space, roaming assistance across waiting areas, reception duties for booked appointments on Level 1, management of transactional enquiries and oversight of publications stock.

Under the immediate supervision of a Student Services Team Leader, the position works closely with other Stop 1 staff to ensure delivery of high quality, responsive customer service in a dynamic frontline environment. The development of strong working relationships with other student services teams and the wider University is central to the role. The ability to quickly build a solid knowledge of student service offerings and related processes is also a fundamental requirement.

About you

As the initial point of contact for all visitors to Stop 1, you are friendly, welcoming, and passionate about providing first level assistance. You have solid customer service experience in a fast-paced front-line environment and enjoy proactively engaging with a diverse range of customers and stakeholders. You are motivated to seek and recommend service improvements, and continuously demonstrate initiative, flexibility, and enthusiasm in the work you undertake.


  • Maximise your benefits through our Salary Packaging scheme
  • Flexible family friendly policies, providing generous leave and working conditions
  • The opportunity to work in a culturally rich environment
  • A substantial discount to eligible staff and their immediate families in undertaking further studies at the University of Melbourne

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The University is a vibrant campus. We have well-established clubs and networks giving the opportunity to engage and collaborate with other staff around the University. We strive to create an environment where staff and students promote culturally inclusive behaviour and activities, ensure cultural differences are heard and explored, and actively seek to learn from other cultures.

How to apply

Your application submitted should include a CV along with your responses against the selection criteria found in the Position Description for the role.

Close date: 21 Oct 2018

Position Description and Selection Criteria


For information to assist you with compiling short statements to answer the selection criteria, please go to: