Senior Officer

Description:

The Communications Centre is an exciting department at ECU with multiple teams servicing both current and future student enquiries as well as being a key contributor to the optimisation of carious processes impacting the student experience. We are a passionate team and pride ourselves on providing exceptional experience in all communications.

The Communications and Business Initiatives Team sit within the Communications Centre, supporting the Centre by delivering improvements to processes impacting student and staff experience as well as sending bulk communications to students on behalf of Schools and Business Units across the university. Reporting to the Team Leader, Communications & Business Initiatives this role is responsible for the execution of bulk communications as well as being a key contributor to the optimization of various processes impacting the student experience.

Day to day you will be responsible for executing bulk communications requests utilising Salesforce Marketing Cloud, optimizing customer experience through the investigation and implementation of business improvement initiatives as well as facilitating the Centre’s continuous improvement framework.

What you’ll do:
Monitor and respond to enquiries relating to bulk communications

Engage with stakeholders to provide advice and recommendations to optimize their communications request

Support the Communications Centre to deliver business improvements initiatives

Meet personal and team qualitative and quantitative targets

Be a shining example to everyone around you and be an ambassador Edith Cowan University

Key Criteria

Experience working in a Customer Centric Contact Centre

Experience in using Salesforce Marketing Cloud (desired)

Ability to work in a performance target environment

Customer Experience mindset

Can-do positive attitude & enthusiasm

You will also demonstrate personal attributes that are congruent with the University’s values of Integrity, Respect, Rational Inquiry, Courage and Personal Excellence.