Coordinator, Front Line Customer Service

Melbourne, Australia
$80,968-$87,642 p.a + super
18 Oct 2016
End of advertisement period
01 Nov 2016
Academic Discipline
Social Sciences, Education
Contract Type
Fixed Term
Full Time
  • Convenient CBD location
  • Full time, fixed term position to December, 2017
  • $80,968-$87,642 p.a + super

The Organisation

RMIT is a global university of technology, design and enterprise. Our mission is to help shape the world through research, innovation, teaching and engagement, and to create transformative experiences for our students, getting them ready for life and work. Education portfolio is responsible for achieving excellent experiences and employment outcomes for all RMIT students, no matter where, through which medium and what programs they study.

The role and your responsibilities

We are looking for an experienced and enthusiastic customer service coordinator to join the team.

Your role will be to oversee operations and contribute to the strategic direction of the frontline (Tier One) customer service team within RMIT Connect- a multichannel one-stop service destination for students.

You will coach, lead and develop the team to deliver a highly efficient and consistent standard of service, ensuring customer satisfaction and engagement as a first point of contact for RMIT Connect. The role will include the coordination of a pool of casual Concierge staff who provide peer-to-peer frontline assistance - the 'friendly face' of RMIT Connect.

If making a difference every day, in a dynamic environment is what you're after, we'd love to hear from you.

Skills and experience required

The ideal candidate will bring demonstrated strength in effective leadership of a frontline customer service team across various channels including face-to-face and phone, proven experience analysing and interpreting a range of service metrics to improve performance and a strong background using modelling and forecasting to ensure the provision of a scaleable, informed and mobile workforce.

This role will be highly rewarding for the right person, helping to shape the student experience in line with RMIT's service principles and aspirations.

A relevant tertiary qualification or significant experience is required and experience working with an IVR system is desirable.

To apply

To view a Position Description and apply online please go to quoting job ref #554838 or for further information please contact Kerry Dent, Manager Student Support RMIT Connect on +61 3 9925 3454. Applications close on 1st of November, 2016. Applicants are requested to separately address the key selection criteria as outlined in the Position Description.

RMIT is an equal opportunity employer and encourages applications from all sectors of the community.