Student Hq Team Leader

Description:

Swinburne is embarking on an exciting journey, working towards our new vision of bringing people and technology together to build a better world. We are looking for a leading member to join the StudentHQ Team. The key function of this role is to manage the University’s current and past student enquiries within an agreed timeframe with the aim of providing accurate advice, service and issue resolution on a range of complex enquiries from students and staff of Swinburne University of Technology.

Other integral functions include staff management, including roster liaison with the Workforce Planning team, complaints resolution and analysis, developing improvement strategies, liaising with core business units. The incumbent will be responsible for monitoring resources, volume and workflow, and ensuring policies, procedures and processes remain current and are adhered to

The StudentHQ Team Leader is a key operational position within the Customer Service Centre of Excellence and is responsible for resolving complex enquiries and providing advice on the handling of complex issues. This position will be responsible for ensuring a high quality; consistent service delivery model across all Swinburne campuses is achieved. The incumbent is expected to provide outstanding customer service to all stakeholders at all times and is expected to mentor their teams by demonstrating customer service behaviours that they aspire to.

A key area of success for this role will be ensuring all team members are trained to ensure service standards are maintained across all services including customer service and student lifecycle processes. This includes ensuring service is maintained across all of Swinburne’s customer service channels including face-to-face, phone (inbound and outbound), email, social media channels and live chat.

About Swinburne University of Technology
Swinburne is a young university with a long history. As a dual-sector university of technology, born of a technical college, we are proud of Swinburne’s technology DNA, and of our national and global standing. Our contribution to Technology, Entrepreneurship, Innovation and the STEM disciplines, and our track record of meaningful industry and community engagement, are natural manifestations of the legacy initiated by the vision of our founders George and Ethel Swinburne in 1902. We offer postgraduate, undergraduate, vocational education and online education to provide students with a variety of work-relevant pathways.
To be suitable for the role you will have:

• Completion of a degree, or diploma level qualification with relevant work-related experience or an equivalent combination of relevant experience and/or education/training.
• Demonstrated experience in the supervision/management of staff with experience in supervising, mentoring and training staff, with knowledge of customer service principles and practices
• Demonstrated experience working with complex government or legislative requirements to ensure compliance controls are adhered to by your team
• Demonstrated high level organisational and time management skills including the ability to plan ahead, ability to work under pressure, prioritise tasks and display thoroughness, attention to detail, and with the ability to follow tasks through to completion.