About UTS

At UTS, we're a young, globally recognised university known for doing things differently. Based in the centre of Sydney, we work closely with industry, government, and the community to focus on outcomes that matter. Our strength lies in how we bring creativity, technology and innovation together to make a practical difference.

We're Australia's leading young university and consistently sit within the top 100 universities globally, a reflection of the scale of our ambition and the contribution of our people.

When you join UTS, you become part of a community that values inclusion, supports access to education, and works towards positive change in society.
Detailed Description

About the Team

Student Connect is the central enquiry service for students within the Student Administration Unit. It provides daily frontline support by phone, digital channels and on campus. The team delivers advice and support across a broad range of student administration matters and works closely with stakeholders across the university to provide responsive and consistent service.

Job purpose / summary

Support daily frontline operations and the delivery of accurate, consistent and responsive student administration services. Provide escalation support, mentoring and training, and contribute to service improvements.

Role responsibilities

- Support frontline services and staff allocation across service channels.

- Resolve complex enquiries, transactions, complaints and case management matters.

- Apply relevant rules, policies, procedures and operational guidelines.





- Partner with coordinators and faculty stakeholders to resolve enquiries.

- Provide advice, mentoring, training and feedback to staff.

- Monitor service demands, customer service quality and information accuracy.

- Contribute to improved processes, work instructions and service information.

Skills, attributes and knowledge

- Robust interpersonal skills in a cross cultural, customer focused environment.

- Sound judgement, diplomacy and professional negotiation skills.

- Ability to work independently and contribute to team responsibilities.

- Strong planning, organisation, accuracy and attention to detail.

- Ability to prioritise competing demands with limited supervision.

- Understanding of the student lifecycle and continuous improvement activities.

Experience

- Experience supporting customers and stakeholders in a complex, high volume environment.

- Experience providing training.

- Proficiency with student systems and Microsoft suite, including reporting, data manipulation and troubleshooting.

- Experience motivating people and creating a positive workplace culture is highly desirable.

Qualifications

A relevant degree and experience, extensive specialist or administrative experience, or an equivalent combination of education, training and experience.
Remuneration/Salary

WhatWe Offer

Base Salary Range: $101,262.00 - $109,641.00 (HEW 6) plus 17% Superannuation.

Theposition is full time and will be made on a continuing basis.

UTSstaff also benefit from a wide range of include flexible work practices,generous parental leave and salary packaging opportunities.

📌 Senior Officer, Student Connect (Mentor) (Sydney)
🏢 University Of Technology Sydney
📍 Sydney