Customer Service Officer

• Full-time, permanent positions   
• Engaging customer support opportunities
• Salary Level HEW 5 + 17% Superannuation and Flexible Working Arrangements

About RMIT

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 College

The STEM College Office Professional staff delivers services to all four Schools across five distinct functions:

• Student Lifecycle
• Planning & Operations
• Technical Services
• Program Lifecyle & Governance
• WIL & Engagement

Relevant digital solutions – such as Workday – are used by the five teams to streamline processes and drive operational efficiencies. The Group’s end-to-end professional support ensures a consistent approach to the operational and strategic functioning of the College and adherence to University policies and procedures.

The STEM College Office professional staff are instrumental in providing students with a transformative and enriched learning experience, and in supporting our research and engagement administration activities. Centralised in the College Office, at our City and Bundoora campuses, professional staff members have opportunities to cross-skill, engage in professional development and develop their own career paths.

About You

Reporting to Philip Donkin (Customer Service Senior Coordinator) you will, as a member of the Customer Service Team at the STEM College, provide timely, consistent and accurate information and advice through various channels to customers. You will deal effectively with routine and complex enquiries relating to College programs across all modes and locations, utilise and actively contribute to further development of University systems and processes and work collaboratively with other members of the Customer Service Team, STEM Student Lifecycle Team, wider Student Lifecycle Services teams and key stakeholders to ensure effective academic administration.

These positions are based in our City campus. However, you will be required to work/travel to our Bundoora campus on occasions. 

To be successful in this position, you’ll have, but not limited to:

• Demonstrated experience in providing high-quality customer service, including sound knowledge and consistent application of relevant policy and procedures.
• Demonstrated strong written and verbal communication skills, including the ability to communicate effectively with audiences from a range of cultural backgrounds.
• Well-developed interpersonal and problem-solving skills with the ability to take initiative in identifying and pursuing opportunities to improve existing practices and services.
• Ability to build and maintain effective and productive relationships with a wide range of groups both internal and external to the University.
• Demonstrated experience in adapting to new technologies and systems.
• Proven ability to work as an effective team member, achieving own and work team goals and priorities while pursuing continuous improvement.
• Ability to prioritise tasks and meet deadlines in a demanding environment, shifting seamlessly between different service channels and locations.

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 are proud that our dedication to diversity has been recognised by a broad spectrum of external organisations. Visit our LinkedIn Life pages to learn more and see some of our most recent wins.

To Apply

Please submit your resume and a cover letter (limited to two pages) telling us: 

• Why you are the best fit for this position? 
• What exceptional customer service means to you? 
• What skills do you think are necessary to be a successful remote worker? 
• How do you keep your technology skills current? 

For further information about this position, please see Position Description below or contact Philip Donkin via email philip.donkin@rmit.edu.au

 STEM College - Customer Service Officer (City).pdf

*** Applications close Sunday, 13th December at 11.55pm and virtual interviews will be held week commencing 14th and 21st December. 

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RMIT is a Disability Confident Recruitment Team and we are happy to adjust the recruitment process for your accessibility requirements. Please contact us at TalentSupport@rmit.edu.au telling us your preferred type of communication and we will be in touch as soon as possible to discuss your requirements.

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.

Please note that whilst we still accept applications from any persons interested in our roles, due to the impacts of COVID-19, we are currently prioritising applications from those with current working rights in Australia and who are not affected by travel restrictions. Please see the latest updates to Australia’s immigration and border arrangements during the COVID-19 (Coronavirus) outbreak: https://covid19.homeaffairs.gov.au/

Trans and Gender Diverse applicants

Inclusion is at the durrung (or heart) of who we are. We aim to create an environment where staff and students who identify as trans and gender diverse feel supported to succeed and belong.

We recognise the challenges faced by the trans and gender diverse community when applying for a new role.

At RMIT, we aim to support you from the start. Our Talent Acquisition team are active members of the RMIT Ally network.

For enquires or support through the application, recruitment and onboarding process, applicants who identify as trans or gender diverse are invited to contact Mat Lewis at mat.lewis@rmit.edu.au