Services Coordinator in Research Infrastructure

Cairns, Australia
11 Jul 2017
End of advertisement period
23 Jul 2017
Contract Type
Fixed Term
Full Time

Position Overview

The Services Coordinator promotes Research Infrastructure (RI) services, providing effective coordination between staff and clients wishing to utilise research stations and other facilities. The incumbent is responsible for end-to-end management of the relationship from marketing and engaging clientele to delivery of services and monitoring of customer satisfaction.

The Services Coordinator also provides expert knowledge and facilitates delivery of educational programs at the Research Stations by linking client’s educational objectives with educational capability in the academic division/colleges. The incumbent uses their knowledge of the Research Stations to contribute to business improvement, quality processes, and safe operational procedures.

The Services Coordinator showcases the University’s research infrastructure and research and teaching performance at the RI facilities.

Division of Research and Innovation

The Division of Research and Innovation plays a pivotal role in the University by developing and implementing research policy, identifying and fostering research strength, and promoting and coordinating collaboration with governments, industry, publicly funded research agencies and other universities. The Division is comprised of: Research Infrastructure, Policy and Projects, Research Services, Graduate Research Directorate, Cairns Institute and the ARC Centre of Excellence.

Research Infrastructure Directorate

The Research Infrastructure Directorate enables and engages in high quality research by providing research facilities and expertise to JCU and external researchers. The Research Infrastructure enabling centres (eResearch; Advanced Analytical Centre;and Marine and Aquaculture Research Facility), research stations (Orpheus Island Research Station; Daintree Rainforest Observatory;and Fletcherview Research Station), and Operations units (Boating and Diving and Remotely Piloted Aircraft) facilitate research, providing a support framework, expert discipline and technical knowledge, experimental and instrumental capabilities, data capture, management and analytics while playing a role in education and engagement. 

Organisational Charts

James Cook University

Division of Research and Innovation

Research Infrastructure Directorate

Principal Accountabilities

  1. Act as the single point of contact for all users of Research Infrastructure facilities to provide high quality customer service from initial contact through to post-use satisfaction survey.
  2. Provide logistical, administrative and organisational support for stakeholders by: a) providing detailed offerings, quotes and invoices; b) arranging training to meet OH&S requirements, travel and catering;and c) co-ordinating appropriate staff, equipment and curriculum/course/research materials to be available.
  3. Hosting users and guests as a concierge and/or knowledge expert as required at facilities; this may include multi-day excursions to the field stations.
  4. Contribute as a critical team member to expanding Research Infrastructure’s user base by assisting with managing stakeholder relationships, promoting Research Infrastructure staff, facilities and services, and liaising with users and JCU’s Academic Divisions/Colleges to develop and/or improve the offerings.
  5. Plan, coordinate and manageevents, and develop advertising materials and online resources to showcase the Research Infrastructure offerings.
  6. Assist with development and maintenance of databases and registers, including bookings, staffing rosters, budgeting, asset management, equipment acquisitions, customer use and satisfaction records, and performance indicators for the stations.
  7. Other duties as requested by Manager, Operations or Dean, Research.
  8. Support the University's commitment to the principles of reconciliation, which exemplify respect for Aboriginal and Torres Strait Islander heritage and the valuing of justice and equity for all Australians.
  9. Demonstrate a commitment to the University values and Divisional attributes.
  10. Support the principles of the TropEco program and engage in commitment to JCU sustainability goals and objectives.


There are generic responsibilities that apply to all James Cook University staff. The specific level descriptor can be found at:

Professional and Technical

Level 6

Generic Accountabilities 

These generic responsibilities apply to all James Cook University staff.

  1. The Services Co-ordinator is required to observe the lawful and reasonable directions, policies and decisions of the University Council, understand and comply with the Enterprise Agreement, the Statutes and Rules of the University, the policies and decisions of the University Council and other appropriate University authorities, as in force from time to time.
  2. The Services Co-ordinator is required to demonstrate a personal commitment to ensure personal safety and the safety of others and contribute to the continuous improvement of our WHS performance. This includes the effective implementation and compliance with James Cook University WHS policies, procedures and safe systems of work, together with all relevant legislation, duties and obligations. Contribute to the continuous improvement of our WHS performance.
  3. The Services Co-ordinator is required to exercise proper discretion in all matters affecting the well-being of the University which involve public writing or speaking in accordance with the University’s Code of Conduct

Special Conditions

  • It is a requirement of this position to work outside of normal working hours when supporting activities at the research stations.
  • It is a requirement of this position to work at the remote Research Station sites when required.

Selection Criteria

Selection and appointments will be assessed against selection criteria.


  1. Bachelor degree qualification, preferably in Science or Education, with subsequent relevant experience or an equivalent combination of experience and/or education and/or training.
  2. Previous experience in providing logistical support for guests with varied and diverse requirements.
  3. Demonstrated excellent customer service skills, utilising problem-solving skills to provide information and advice, exercising confidentiality and discretion with respect and integrity.
  4. Vibrant, outgoing personality with demonstrated well-developed oral communication, interpersonal and influencing skills, and the ability to communicate ideas clearly and persuasively.
  5. Exceptional organisational, problem solving skills and proven ability to proactively manage own workflow and prioritise to ensure deadlines and targets are met.
  6. Demonstrated well-developed written communication and computer literacy skills including proficiency in Microsoft Office applications, spreadsheets and presentations software.


  1. Knowledge of North Queensland’s environments including its flora and fauna.
  2. Experience in developing and/or delivering educational programmes.