Student Enquiries Officer

• Employment Type: Full Time Continuing
• Remuneration: $88k + 17% superannuation (Level 5)
• Location:  Kensington/Paddington NSW

Please note that this position is advertised under a different job title; internally, the role is known as an Administrative Officer.

Why your role matters

This role plays a key role in delivering high-quality student services, providing support in person, virtually, and over the phone across a broad range of enquiries. With a strong focus on the student experience, the postholder ensures that all interactions and activities within the Hub Operations team are student-centred. The role also supports ongoing efforts to improve service quality and operational processes.

We are recruiting for a multiple positions - supporting students across our faculties.

Reporting to a Team Leader, this role does not have any direct line management responsibility.

Specific accountabilities for this role include:  

• Efficiently respond to students’ enquiries via a variety of media and channels, including face-to- face, online or over the telephone and escalate when referral to a specialist advisor (the Senior Administrative Officer) if necessary.
• Provide timely, accurate advice and assistance to students, guiding them through administrative processes to help resolve any issues.
• Undertake a case management approach to resolving student enquiries and maintain relationships with key stakeholders to facilitate resolution.
• Contribute to the overall operation of student services during peak periods, by providing support to large numbers of students regarding enrolment, class registration and all other student administration functions.

About You:  

We are looking for someone who is aligned with UNSW’s vision and values and comes with: 

• Experience providing high-quality customer service and advice on complex or sensitive matters, ideally in a student-facing environment

• Demonstrated written and verbal communication skills, with the ability to communicate clearly to a very diverse group of people
• Ability to interpret and apply policies, implement procedures, and ensure compliance

• Excellent organisational and administrative skills, with the ability to manage high volumes of work, competing deadlines, and shifting priorities

• Demonstrated initiative, sound judgment, and problem-solving skills

Candidates will need to have ongoing working rights – this role is not available for sponsorship.  

Although some flexibility may be possible, you are expected to be on campus full time during the initial weeks of training and primarily on campus thereafter due to the nature of the role.

This role requires working from the Student Hub at the Kensington and Paddington campuses to support in-person student enquiries, with availability to work during the Christmas/New Year period and occasional weekends or after hours as required.

Benefits and Culture: People are at the core of everything we do. We recognise it is the contributions of our staff who make UNSW one of the best universities in Australia and the world.  Our benefits include:  

• Access to up to 17% Superannuation contributions and additional leave loading payments  

• Discounts and entitlements (retail, education, fitness) 

Recruitment process: Please submit your resume as well as cover letter that addresses your motivation and your suitability for the role addressing all points under the “who you are” section of the job ad.  

Applications close:  15 February 11.55PM. We will start the shortlisting process only once the job closes so don't worry if you don't get any update until the end of February.

Get in touch for any question or support: Anne de Voronine, Talent Acquisition Associate, [email protected]  

Applications cannot be accepted if sent directly to the contact listed 

UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff. The University reserves the right not to proceed with any appointment. 

UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff. The University reserves the right not to proceed with any appointment. 

Pre-Employment Checks
Aligned with UNSW’s focus on cultivating a workplace defined by safety, ethical conduct, and strong integrity preferred candidates will be required to participate in a combination of pre-employment checks relevant to the role they have applied for.
These pre-employment checks may include a combination of some of the following checks:-
• National and International Criminal history checks
• Entitlement to work and ID checks
• Working With Children Checks
• Completion of a Gender-Based Violence Prevention Declaration
• Verification of relevant qualifications
• Verification of relevant professional membership
• Employment history and reference checks• Financial responsibility assessments/checks
• Medical Checks and Assessments

Compliance with the necessary combination of these checks is a condition of employment at UNSW.