Service Quality Coordinator

RMIT University

Vacancy closed!

Unfortunately this vacancy is no longer open. Please contact a member of staff if you require assistance.

Location
Australia: Melbourne - CBD
Reference #
584569
Closing Date
30-03-2020
Sector(s)

Education & Training

Vacancy Type


About us 

RMIT is a multi-sector university of technology, design and enterprise with more than 91,000 students and 11,000 staff globally. RMIT offers postgraduate, undergraduate, vocational education and online programs to provide students with a variety of work-relevant pathways. 

Our purpose is to offer life-changing experiences for our students, and to help shape the world with research, innovation, teaching and industry engagement. With strong industry connections forged over 130 years, collaboration with industry remains integral to RMIT’s leadership in education, applied and innovative research, and to the development of highly skilled, globally focused graduates. 

Culture 

Our Values inspire us, wherever we are in the world, and guide how we live and work together. 

Imagination. Agility. Courage. Passion. Impact. Inclusion. 

What unites us is our purpose and our values; they are at the heart of who we are, what we stand for, how we make decisions and connect with each other.  

Our people make everything at the University possible. We encourage new approaches to work and learning, stimulating change to drive positive impact. RMIT exists to create transformative experiences for our students, getting them ready for life and work. You will be a part of a productive and collaborative team, who values working relationships and outcomes through open and inclusive planning, continuous information sharing and transparent work practices. 

About the role/College 

The College of Business is one of the largest business schools in the Asia Pacific region and delivers industry-engaged education and applied research that spark ambition and new perspectives. Attracting over 31,000 students, programs are delivered in Melbourne, Vietnam, and via significant teaching partnerships in Singapore, China and Indonesia. Through RMIT Online the College offers a range of Undergraduate and Postgraduate programs.

The Service Quality Coordinator is responsible for supporting quality of service delivery with a focus on service enhancement and end-user experience.  This role requires a forward-looking and innovative approach to work and the ability to adapt quickly and effectively to new pressures and opportunities.  The incumbent will need to innovate and apply creativity to continually evolve the Students and Programs service model with a global mindset, aligning with University strategy and objectives including working closely with RMIT Connect to ensure alignment in service.

Day-to-day responsibilities include providing specialist advice on areas of service quality, supporting our service model and continuous improvement activities, including:

  • Engaging students to better understand their experience
  • Undertaking service quality assurance checks
  • Identifying and reporting trends 
  • Working closely with the Projects & Data team to inform production of reports and dashboards and Student Lifecycle Services teams to better understand their needs and requirements

The incumbent will also design materials and resources and deliver basic service training relating to all areas of customer service.

About you 
We are looking for a person with the following qualities:

1. Holds service and quality in high regard 
2. Is a people person with a high level of empathy
3. Has exceptional attention to detail

Skills and Experience

You will have proven analytical and root cause data analysis capabilities to identify opportunities for service improvement. You also need to demonstrate experience in delivering training and support in the area of quality. Understanding of different learning styles will be critical in this role. 

You will have experience and understanding in a systems and improvement-oriented student service environment. Furthermore, your ability to work collaboratively with a range of staff and stakeholders at various levels to support a culture of quality and continuous improvement will add to your success in this role.

Note: Appointment to this position is subject to passing a Working with Children check. 

Bring your whole self to work 

We are better for our diversity. When we listen to those who are different to us, or challenge us, we grow stronger together. When we feel like we belong, we can achieve so much more. We respect each other, embrace our differences and build a sense of belonging in our team and beyond.  

We’re proud to share with you some of our wins: 

  • RMIT University is an Athena SWAN member with Bronze Award accreditation and the College of Science, Engineering and Health is central to driving improvements in gender equality, diversity and inclusion, particularly in the Science, Technology, Engineering, Mathematics and Medicine (STEMM) disciplines. 
  • We placed 11th in the 2019 Talent Board APAC Candidate Experience Awards. 
  • RMIT was placed?10th in the 2019 Randstad Employer Brand Research Awards, up five spots from 2018. 
  • We were named as an?Employer of Choice for Gender Equality?by the Workplace Gender Equality Agency in 2019.? 
  • We achieved?Gold Employer status for LGBTIQ?inclusion in the Australian Workplace Equality Index (AWEI) in 2018 and now in 2019. 
  • We were recognised as a?top five employer in 2018 for workplace accessibility?with the Australian Network on Disability. 
  • The launch of our second?Reconciliation Plan, Dhumbah Goorowa– a “commitment to share” - an important step in our reconciliation journey.? 

To Apply

Please submit your resume and a cover letter which speaks to the "about you" section.  

 PD - Service Quality Coordinator.pdf

We are also happy to make adjustments to the recruitment process for your accessibility requirements. Please email TalentSupport@rmit.edu.au with your request(s).  

Applications close 5:00pm Friday 31 January 2020.

RMIT is an equal opportunity employer committed to being a child safe organisation. We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community. 

 

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