- Albury-Wodonga Campus Location
- Continuing
- Full time position
- HEO5
About the position
The ASK La Trobe team serves as the frontline team for all current students across La Trobe University’s campuses. The team delivers timely, accurate, and professional support through multiple channels, including in-person assistance at Help Zones, phone, online enquiries, and live chat. Staff members operate in both student-facing roles and support roles within the contact centre, ensuring a seamless and responsive service experience.
Duties at this level consist of but are not limited to:
• Deliver an end to end customer experience through supporting all incoming enquiries via our omnichannel service
• Performs tasks/assignments which require proficiency in the work area's rules, regulations, processes and techniques, and how they interact with other related functions.
• Identifies operational improvements. Designs and/or delivers a variety of service support mechanisms (e.g. training/promotional materials) to maximise service quality, efficiency and continuity.
Skills and Experience
• Completion of a degree without subsequent relevant work experience; or completion of an advanced diploma qualification and at least one year’s subsequent relevant work experience; or completion of a diploma qualification and at least two years’ subsequent relevant work experience; or completion of a Certificate IV and extensive relevant work experience; or completion of a post-trades certificate and extensive (typically more than two years’) relevant experience as a technician; or an equivalent combination of relevant experience and/or education/training.
• Excellent communication and interpersonal skills, with a demonstrated customer service focus and solution orientated approach.
• Demonstrated depth or breadth of expertise developed through extensive relevant experience and application.
• Demonstrated ability to gain a conceptual understanding of relevant policies, procedures or systems and interpretation in the application of policy and/or precedent.
• Demonstrated ability to set priorities and monitor workflows within own area of responsibility.
Please refer to the Position Description for other duties, skills and experience required for this position.
Benefits:
• 17% employer contributed superannuation
• On site child care facilities
• Flexible work arrangements
• Discounts for staff and their family members to study a range of La Trobe courses
How to apply
Closing date: By Thursday the 17th of July 2025
Position Enquiries: Trudy Stevenson t.stevenson@latrobe.edu.au
Recruitment Enquiries: Madeleine Parker m.parker@latrobe.edu.au
Position Description below:
Senior Officer Customer Care - HEO5 PD (1).pdf
Only candidates with Full Working Rights in Australia may apply for this position.
Please submit an online application ONLY and include the following documents:
• Cover letter addressing your suitability for the position and;
• An up to date resume
Please scroll down to apply.
Aboriginal and Torres Strait Islander Applicants
We welcome and strongly encourage applications from Aboriginal and Torres Strait Islander people.
La Trobe University is committed to creating a diverse and inclusive workforce. We take an intersectional approach by actively supporting and encouraging people of all backgrounds and abilities to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible. Flexibility in interview format will be offered to shortlisted candidates.
All La Trobe University employees are bound by the Working with Children Act 2005. If you are successful, you will be required to hold a valid Victorian Employee Working with Children Check prior to commencement.
