Position Number: 0036957
Location: Parkville
Role type: Full-time/ Fixed-term for 9 months
Department: Business Services
Salary: UOM 6 – $96,458 – $104,413 p.a. plus 17% super
- Responsible for ensuring excellent customer service and meeting SLAs/KPIs by managing personal and team queues, resolving incidents, and providing operational and technical support.
- Opportunity to leverage domain expertise in a senior capacity while developing and training support staff in a dynamic service delivery environment.
- Brilliant benefits and a flexible hybrid work environment!
This position is a professional development opportunity for University of Melbourne staff. Only current Continuing, Fixed-Term, and Casual staff are eligible to apply. Eligible staff wishing to apply must update their profile on the application page to indicate they are ‘currently employed by the University of Melbourne’. This will confirm eligibility for positions that are open to internal staff applicants only.
About the Role
This is an exciting opportunity for an experienced Service Centre Consultant. You will have the opportunity to resolve 1st and 2nd level incidents via phone, chat, or in person, handle escalations from junior team members, and escalate to 3rd level support when necessary to maintain high customer satisfaction.
Your responsibilities will include:
- Managing all assigned tickets within your designated domain(s), including initial diagnosis, classification, prioritisation, and resolution of support tickets.
- Acting as a subject matter expert within your domain, supporting service transition and driving continuous improvement.
- Offering immediate support to academic staff, students, and external stakeholders through various channels (e.g., phone, portal, webchat, in person) for incidents or requests allocated by a Service Delivery Senior Consultant.
Who we are looking for
We’re looking for people who will actively contribute to a positive and professional workplace that promotes innovation, teamwork, high performance, continuous improvement, and job satisfaction.
You will also have:
- Undergraduate qualifications in a relevant discipline or equivalent mix of education and relevant experience.
- Industry-based Service Centre training (e.g., HDI, HDAA) or proven experience in delivering solutions within your designated Cluster, with a strong focus on customer experience.
- Previous experience in a Service Centre or in-person support team within a large and complex organisation.
For further information regarding responsibilities and requirements please refer to the attached PD.
This role requires the successful candidate to undergo and maintain an up-to-date Working with Children Check. This is essential to guarantee a secure environment for all individuals at the University. In the case the selected candidate doesn't have a valid Working with Children Check, they will be able to apply for the WWCC as part of the initial onboarding procedures.
Please note: Visa sponsorship is not available for this position. This role requires current valid work rights for Australia.
Your new team – Business Services
Business Services provides a full range of class leading information technology, facilities management, finance, HR and health and safety services to all operating entities of the University.
What we offer you!
In addition, we offer the opportunity to be part of a vibrant community and enjoy a range of benefits including generous leave provisions, salary packaging, health and well-being services, and discounts on graduate courses. For more information check out our benefits page!
The University of Melbourne
We’re tightly connected with the community, both at home and abroad. We take pride in our people, who all contribute to our mission to benefit society through the transformative impact of education and research. Discover more via our website and stay connected with our stories and people on LinkedIn.
Be yourself
The University of Melbourne values the unique backgrounds, experiences, and contributions that each person brings to our community and welcomes and celebrates diversity. First Nations people, those identifying as LGBTQIA+, parents, carers, people of all ages, abilities, and genders, and people of diverse ethnicity, nationality, and faith are encouraged to apply. Our aim is to create a workforce that reflects the diversity of the community in which we live. For more information please visit our Diversity and Inclusion page.
We are dedicated to ensuring barrier free and inclusive practices to recruit the most talented candidates. If you require reasonable adjustments, please contact the employee listed on the first page of the Position Description found below, with an email containing your name and contact details for a confidential discussion. Please ensure your email is titled "Reasonable Adjustments Request".
Aboriginal and Torres Strait Islander Applicants
We aspire to be the University of choice for Indigenous Australians, with unprecedented investment to attract, nurture, and retain Aboriginal and Torres Strait Islander students and staff. Tangible support through a range of programs and initiatives will ensure that you personally succeed and flourish while at the University of Melbourne.
For further information, including our 2023-2027 Indigenous strategy please visit -https://about.unimelb.edu.au/reconciliation/murmuk-djerring
Join Us!
If you feel this role is right for you, please apply with the following documents:
- Resume
- Cover Letter outlining your interest and experience
Please note that you are not required to respond to the selection criteria in the Position Description.
Please ensure that you apply through the Apply Now button at the bottom of this advertisement. However, if you have any questions regarding the recruitment process, please feel free to contact Mick Powar via email at hr-careers@unimelb.edu.au, ensuring that you include the Position Number and the Job Title as the subject. Please do not share your application to this email address.
If you have any particular questions regarding the job please follow the contact details listed on the Position Description.
Applications close: Day Month 2024 11:55 PM Australian Eastern Standard Time (AEST)
Position Description:
Position Description
