Role type: Full-time; Fixed-term until December 2027 (Multiple roles available in 2 different teams) Department/School: Student and Scholarly Services – Stop 1 Salary: UOM 4: AUD $80,400 - $85,328 p.a. plus 17% super Frontline student-facing roles across service desk and contact centre / extensive training and development / collaborative, inclusive Stop 1 culture Apply now to join our Stop 1 frontline teams and shape outstanding student experiences across multiple service channels. Investing in you – 17% superannuation, benefits package including salary packaging, health and wellbeing programs, discounted services, and professional development opportunities. The University of Melbourne 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. Your next career opportunity: You will join Stop 1’s frontline teams, supporting coursework students across in-person, phone and email channels. You will help students navigate fees, enrolment, documentation and support services, resolving diverse enquiries at first contact. You will build broad university knowledge, customer service expertise and career pathways within Student and Scholarly Services. What you will deliver: Provide accurate, consistent information via in-person, phone and email, resolving enquiries at first contact where possible. Manage follow-up for complex enquiries, collaborating with Student Services teams and adhering to practice guidelines. Contribute to knowledge bases, service improvement initiatives and student-focused projects, events, workshops and service desks. Liaise with University teams to connect students with appropriate support services and coordinated solutions. Participate in training, mentoring and onboarding of new staff, sharing knowledge and modelling excellent customer service. You may be a great fit if you: Hold a tertiary qualification and or equivalent experience in customer service or administrative environments. Demonstrate strong commitment to high-quality customer service in busy, frontline contact centre or service desk settings. Use CRM and student systems confidently, alongside MS Word, Excel, Outlook and strong internet search skills. Adapt quickly to changing priorities, learning new information and resolving enquiries at first contact wherever possible. Handle sensitive situations with discretion, applying sound judgement and maintaining confidentiality at all times. Communicate clearly and professionally in spoken and written English; education sector or call centre experience is advantageous. For further information please refer to the attached PD. What we offer you! We offer the opportunity to be part of a vibrant community and enjoy a comprehensive range of benefits to support your success and sense of fulfilment, including: Build future financial security with 17% superannuation Supportive flexible work arrangements underpinned by our commitment to inclusion and well-being Career development opportunities, including access to a range of tailored programs, such as Academic Women in Leadership, and learning platforms including LinkedIn Learning Progressive, considerate leave provisions to empower your work-life balance and well-being, including leading parental leave, gender affirmation leave and cultural leave Salary packaging and access to a range of discounted services including Bupa health insurance, and access to unique cultural and recreational benefits such as discounts for the Melbourne Theatre Company Health and well-being services including a leading Employee Assistance Program For more information check out our benefits page! Your new team – Student and Scholarly Services Admin and General Enquiries As a Student Services Representative in Admin and General Enquiries, you'll provide hands-on assistance, guiding students to services and resolving queries via multiple service channels. You'll work closely with teams within Student Services and the wider University, learning continuously to improve your ability to assist students. As a first point of contact, you'll represent both the University of Melbourne and Stop 1. Contact Centre As a Student Services Representative in the Contact Centre, you'll assist students via phone and email, helping them access services and aiming to resolve student administrative issues at the first point of contact. You'll collaborate with Student Services and other University teams, continuously upskilling to provide accurate responses to student queries. As a key point of contact, you'll represent both the University of Melbourne and Stop 1. Be Yourself The University of Melbourne is an Equal Opportunity Employer and a child-safe organisation. The diversity of our community enriches us all, and we are committed to creating an inclusive and fair workplace where everyone is valued, respected, and empowered to succeed. We welcome applicants from all backgrounds, identities, and experiences. Discover more about Diversity and Inclusion at UniMelb. We're committed to a barrier-free recruitment process and ongoing workplace support, providing adjustments throughout. We warmly encourage applications from people with disabilities. Learn more about how we support an accessible recruitment process. Aboriginal and Torres Strait Islander Applicants We aspire to be the University of choice for Indigenous Australians. Visit our Indigenous staff page to learn more about our investment and support for Aboriginal and Torres Strait Islander staff. Indigenous applicants are encouraged to connect with our Indigenous Employment & Development team at [email protected]. Application essentials: Please submit one application only using the “Apply” button; this will be considered for both role types. Applications submitted via email will not be accepted. Visit "apply with us" to learn more about the process, including tips and FAQs. You must have current valid work rights for Australia. Visa sponsorship is not available for this role. A Working with Children Check is required for all positions. If successful, we will guide you through the process and reimburse you. Please upload your resume and a cover letter outlining your interest and experience as part of the application process. Want to know more? For queries related to this specific position, please refer to the Hiring Manager attached to the Position Description For questions related to our recruitment process email Tien at [email protected] For recruitment adjustments contact Kim Groizard on +61 3 9035 3218 or at [email protected] (subject: 'Recruitment Adjustments'). Apply today, and join a community that’s shaping the future. Applications close: Monday, 2nd of November 2026 at 11:55 PM; Melbourne time zone. Position Description: PD_JR-019448 Student Services Representative.pdf Hiring Manager: Laura Cesile ([email protected]) PD_JR-019441 Student Services Representative, Contact Centre.pdf Hiring Manager: Anber Celik ([email protected]) Explore leadership opportunities to shape the future and growth of the University of Melbourne - Executive Opportunities Welcome to the University of Melbourne – where our vision for positive societal change creates impact. Join our community of world-class thinkers, where innovation thrives, and your ideas shape the future. Why choose us? You'll work among the best, pushing the boundaries of knowledge with passion. Whether you're driving groundbreaking research, inspiring the next generation through teaching, or providing essential professional services, we empower you to excel. At the University of Melbourne, your potential is our priority. Elevate your career, make a real difference, and be part of a diverse community that values your unique contribution. Your journey to professional and personal growth starts here. Discover more at - https://about.unimelb.edu.au/ At the heart of our mission is a commitment to enriching society through education and research. Through our strategy "Advancing Melbourne," we're not just shaping our own future; we're shaping the future of the state, the nation, and our global community. Together, we propel Australia forward, positioning it as an ambitious, forward-thinking leader on the world stage. Our staff play a key role in elevating Australia's reputation and influence globally. Your contributions are the driving force behind our ambition to be a leading force for positive change. Join us, and let's advance Melbourne – and the world – together. Discover more The University has committed to a strategic vision which aims to create a thriving, fair and diverse university community, working together respectfully to make a difference to each other and in the world. Join us on our journey to build a future where everyone in our community can feel a strong sense of belonging, and diverse perspectives fuel success. Discover more Want to know more about us, our processes, or future opportunities? We would love to connect with you! Get in touch with our friendly Talent Acquisition team at [email protected]

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