Officer, Deakin HELP

• Flexible location offered in Geelong Waterfront or Melbourne Burwood campuses + hybrid work arrangements
• Full-time or Part-time continuing roles available
• HEW 5 $80,199 - $89,950 + 17% Superannuation (pro rata, part time)
  

Why work with us?

At Deakin you will have access to benefits such as a variety of leave options including generous parental leave and the ability to purchase additional leave; flexible working arrangements to help manage your work-life balance; ongoing learning and development opportunities to grow your career; an inclusive and supportive culture and environment to work in, both online and on campus.

Who are we?

Deakin is a cutting-edge public university in Victoria, revolutionising education with 61,000 students across seven campuses: Melbourne Burwood, Geelong Waurn Ponds, Geelong Waterfront, Warrnambool, Deakin University Lancaster University Indonesia (DLI), GIFT City, India and our dynamic online Campus. We're proud to be a progressive and open-minded university, delivering the highest student satisfaction in Victoria and consistently ranked in the top 1% of the world's universities.

Deakin HELP is a solutions-based team focused on enabling internal stakeholder success.  This newly formed organisational area is designed with a focus on staff feeling supported, heard and leaving with an experience that exceeds their expectations.

About the role:

The Officer, Deakin HELP, is responsible for providing frontline support within the Deakin HELP team. This role involves handling a range of enquiries related to people, travel, work requests, keys, system support, and general questions through various communication channels, including phone, email, ticketing systems, and face-to-face interactions.

As an Officer, Deakin HELP, you will:

• Provide exceptional customer service by promptly answering phone calls and other inquiries, ensuring that all individuals receive the help they need in a timely and professional manner.
• Assist in maintaining and updating the knowledge bank to support the resolution of Tier 1 enquiries, ensuring information is current and accurate.
• Create practical, simple and accessible solutions to problems after considering multiple perspectives.
• Adopt new ideas and approaches and learn from various points of view and confirm understanding.
• Collect and analyse information and data from a variety of appropriate sources to solve work problems.
• Deliver effective and efficient outcomes and outputs against team and operational work plans.
  

What you will bring:

• Completion of a Degree without subsequent relevant work experience; or
• Completion of an Associate Diploma and at least two years subsequent relevant work experience; or
• Completion of a Post-Trades Certificate or Advanced Certificate and extensive relevant experience as a Technician; or
• An equivalent combination of relevant experience and/or education/training.
• Experience in a customer service or support role, with a proven ability to handle a range of enquiries effectively through various communication channels.
• Understanding of escalation procedures and the ability to identify when issues need to be escalated to higher levels of support.
  

Here's how to apply: 

Please submit your updated resume and a short cover letter outlining your skills and experience.

For a confidential discussion regarding this role, please contact Jess Wisniewski - Director, Deakin HELP via email j.wisniewski@deakin.edu.au

For a copy of the position description, please visit Deakin Careers.

Applications for this position close on January 12^th 2025

*Please note: successful candidates will need to hold full Australian work rights

Are You Ready?

Deakin is a Victorian university with a global impact. We are an agile, dynamic, and innovative university committed to making a positive impact through our excellence in education, research and innovation and the contributions we make to the wider community.

We understand that our reputation has been built on the dedication and expertise of our staff and we offer a dynamic and diverse working environment with opportunities to grow and develop careers. We believe that a progressive, thriving culture will ensure that people choose to come, and stay at Deakin and contribute to our ongoing success.

We value diversity and aim to build an inclusive environment that champions, embraces and respects differences. We support and encourage applications from Aboriginal and Torres Strait Islander people, and people of all abilities, cultures, sexual orientation, and genders.