Associate Director, Customer Service

Canberra, Australia
27 Mar 2019
End of advertisement period
22 Apr 2019
Contract Type
Fixed Term
Full Time

Classification: Senior Manager 3
Salary package: Competitive salary package to be negotiated with successful candidate.
Terms: Full time, Fixed term (3 years with possibility of extension)

  • Direct, influence and drive enterprise wide change
  • Key stakeholder engagement focus, take people on the journey
  • Grow a team in this leadership role

The Australian National University (ANU) has an international reputation as Australia’s leading university in research, education and policy expertise.

You will drive an enterprise wide change program, through which the University is looking to embed a culture of customer service excellence, foster and grow collaboration across areas, and implement systems and processes to support staff to continuously design, deliver and improve customer centric products and services.

Strong leadership is critical to your success in this role. You will be recruiting and leading a customer service program team, targeted to deepen the service based culture across the ANU.

The Associate Director, Customer Service will need to be a key representative of the change program to effectively engage stakeholders, motivate and empower teams to be innovative, creative and high performing, communicate effectively with influence and be flexible and resilient when dealing with change. 

The ideal candidate will have delivered significant change across a complex organisation and possess sound judgement and interpersonal skills to engender respect and trust. Candidates with proven experience leading a customer experience function will be highly regarded.

You will be capable of holding and improving personal and departmental relationships. This role requires an action orientated individual who will take accountability for issues and customer experience initiatives. You will be proactive and collaborative and able to balance thinking and acting strategically with effective delivery.

For more information on this exciting opportunity to help shape our future please contact Jim Roy on

M: +61 419 596 959 or

Closing date: 22 April 2019

Candidate Booklet:  AD, Customer Service_Candidate Booklet.pdf

ANU values diversity and inclusion and is committed to providing equal employment opportunities to those of all backgrounds and identities.

For more information about staff equity at ANU, visit

Application information

In order to apply for this role please make sure that you upload the following documents:

  • A statement addressing the selection criteria.
  • A current curriculum vitae (CV) which includes the names and contact details of at least three referees (preferably including a current or previous supervisor). If your CV does not include referees you can complete these online when prompted in the application form.
  • Other documents, if required.

Applications which do not address the selection criteria may not be considered for the position.

Please note: The successful applicant must have rights to live and work in this country.