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Details - Senior Officer, Customer Care

Senior Officer, Customer Care

Job No.:563579

Work type:Fixed Term

  • Two Full-Time positions available
  • Fixed Term end dates 30.09.2022 & 30.12.2022
  • Located at Melbourne (Bundoora) Campus
  • Hybrid & Flexible working arrangements offered
  • HEO5 - TRP $81,761 - $91,566 per annum inclusive of 17% superannuation

About the position

The purpose of Customer Care / ASK La Trobe is to provide a positive student experience that contributes to student success, retention and progression. ASK La Trobe staff provide frontline service to enrolled students at La Trobe University across all campuses.

The team provides timely, helpful and professional advice via a range of channels including face to face in Help Zones, phone, online enquiries, live chat, and virtual drop in (Zoom Room). Team members work either front of house (student facing areas) or back of house in the virtual and call centre.

Skills and Experience

To be considered for this position, you will have;

  • Completion of a degree without subsequent relevant work experience; 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.
  • Demonstrated capacity to organise work effectively and efficiently and deliver outputs in a timely manner.
  • Demonstrated ability to work independently, follow established procedures with limited supervision and contribute positively to an effective team.
  • High level proficiency in computer software packages including word processing, spreadsheets, databases, electronic mail, and the use of the internet as a research tool. Knowledge of La Trobe University systems is preferred e.g. SIS1, OneStop, Studylink, Oracle RightNow  (CRM), Allocate+, StudentOnline.
  • Knowledge of student policies and processes such as enrolment, taking leave, paying fees, special consideration, remission of debt, and the willingness to research and apply knowledge of student processes.

Please refer to the Position Description for other duties, skills and experience required for this position.

About La Trobe

La Trobe University’s success is driven by people who are committed to making a difference. They are creative and highly motivated, pursue new ideas and create knowledge. La Trobe is one of Australia’s research leaders, and the largest provider of higher education to regional Victoria.  Our teaching and research address some of the most significant issues of our time and we’re passionate about driving change through operational excellence to benefit the communities we serve.

Welcome to Bundoora campus – Please click on the video link below: 



  • 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 11:55pm Sunday, 3rd July 2022

Position Enquiries:  Jodie Datson, J.Datson@latrobe.edu.au

Recruitment Enquiries:  Recruitment@latrobe.edu.au

Position Description below:

Download File PD - Senior Officer Customer Care (Bundoora).pdf

Only candidates with Full Working Rights in Australia may apply for this position.

COVID-19 Vaccination Requirements

The University’s Health and Safety Procedure – COVID-19 Vaccination and Other Measures, requires staff engaged to perform work onsite at La Trobe University to be Fully Vaccinated against COVID-19 unless they are exempt from being vaccinated due to a recognised medical contraindication.  This position will require the incumbent to work onsite.  As such, an offer of employment will be conditional upon the applicant being Fully Vaccinated against COVID-19 or medically exempt from receiving a COVID-19 vaccination, and providing satisfactory evidence of their vaccination or exemption status to the University.

Please submit an online application ONLY and include the following documents:

  • Cover letter;
  • An up to date resume; and
  • A separate document addressing each essential and desirable bullet point in the Key Selection Criteria which is located in the position description.

Please scroll down to apply.

Why La Trobe: 

  • Develop your career at an innovative, global university where you’ll collaborate with community and industry to create impact. 
  • Enjoy working on our inspiring and stunning campuses – the perfect hub for industry, students and academics 
  • Help transform the lives of students, partners and communities now and in future



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.


Closing Date:

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  • T: +61 (0)3 9479 1234
  • F: +61 (0)3 9471 0369

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