• Lead role in driving high quality customer experience with Swinburne
• Full time, 2 years fixed term position, based at our Hawthorn campus
• HEW 7: $90,692 base plus 17% superannuation

About the Job

Swinburne is embarking on an exciting journey, working towards our new vision of bringing people and technology together to build a better world. We are seeking and experienced and customer-centric professional to manage the customer experience and student services for all CPE clients. This includes enrolment through to graduation and ensuring that every opportunity is maximised to achieve the annual CPE revenue and profit targets.

In this role, you will be expected to manage a range of student issues and enquiries, via phone, email and face to face, and so must effectively demonstrate accurate and up to date knowledge of Swinburne Professional programs and University policies. You will provide leadership and guidance to the Continuing and Professional Education Advisors.

About Swinburne Professional

Swinburne is a multi-sector university of science, technology and innovation with more than 54,000 students and 5,000 staff globally. We offer postgraduate, undergraduate, vocational education and online education to provide students with a variety of work-relevant pathways. Our mission is to be a world-class university, creating economic and social impact through science, technology and innovation. We aim to deliver future-ready learners, research with impact and innovative enterprise.

Swinburne Professional is one of Australia’s leading professional education providers. As a division of Swinburne University, we create a flexible, practical and agile way for professionals to learn. With a focus on corporate training solutions, vocational education and post-graduate higher education, we look to change the learning landscape for the future.

Swinburne Professional’s goal is to be the leading, corporate education-training provider in Australia. We are determined to support organizations by identifying and overcoming barriers to better performance improving employee engagement and increasing overall organizational success.

About you

You will need to demonstrate the following:

• Demonstrated, relevant experience in the provision of high-quality customer services within a demanding, client focused environment.
• Demonstrated outstanding customer service skills with a willingness to go out of their way to ensure that the customer is satisfied.
• Demonstrated high-level interpersonal skills, including the ability to liaise effectively with a wide range of internal and external people, and maintain confidentiality.

A full list of selection criteria is available within the position description.

Benefits

• Flexible working arrangements
• Participate in regular staff and management development programs
• Private health insurance discounts

To find out more about the extensive range of benefits offered to Swinburne employees please visit Employee Benefits and refer to ‘Benefits’ section.

How to apply and further information

To view the position description or to start an application please click on 'apply' or ‘begin’ and submit a resume, cover letter and a response to the Key Selection Criteria, as listed in the position description.

For further information about this position, contact Jemma Soklov (Head of Operations, Swinburne Professional) by email: jsoklev@swin.edu.au

If you are experiencing technical difficulties with your application, please contact the Recruitment team on staffrecruitment@swin.edu.au

Diversity and Inclusion

Equity and diversity are integral to achieving our 2025 vision of bringing people and technology together to build a better world. Swinburne is a large and culturally diverse organisation and we are proud of our commitment to equity and inclusion through key initiatives such as:

• Reconciliation Action Plan
• Charter of Cultural Diversity
• Science in Australia Gender Equity (SAGE) Action Plan
• Swinburne LGBTIQA+ Pride, Gender Equality, Accessibility and Intergenerational inclusion strategies

For further information on all our initiatives visit our equity and diversity website. We welcome and encourage applicants from diverse backgrounds to apply.

Assistance and Support

We are committed to making the recruitment process fair and equitable for all our candidates. If you have specific accessibility or support requirements please contact Maree Norden, Diversity & Inclusion Manager at inclusion@swin.edu.au. For support or queries related to Aboriginal and Torres Strait Islander employment, please contact Timothy Werner at DeadlyCareers@swin.edu.au

Swinburne offers flexible working options, leave and parenting/carer policies to support work life balance.

Applications close at 5 pm, Thursday 6 October 2021

(Agency enquiries will not be accepted for this position)