Coordinator, Flinders Connect

Updated: 28 days ago
Location: Bedford Park, SOUTH AUSTRALIA
Job Type: PartTime



About Flinders

Our bold vision, captured in our Strategic Plan: making a Difference: The 2025 Agenda, is to be internationally recognised as a world leader in research, an innovator in contemporary education, and the source of Australia’s most enterprising graduates.

To realise this ambition, we recently made a significant organisation change to a six College structure with a professional staff and services alignment.

We recognise the key to our success is exceptional people and we’re seeking an outstanding individual to join the team of our transformed university.

Employment Type:

Fixed Term (Fixed Term)

Position Summary

Fixed-term, part-time (0.6 FTE) available for 12 months
Compensation Grade:
Higher Education Officer Level 7
Salary Range:
$86,821 - $96,107 (FTE)
Reporting to:
Manager, Flinders Connect
Working under broad supervision and as part of a university wide Student Administration Services team, the Coordinator, Flinders Connect is responsible for the oversight of service operations, team support, co-ordinates resources to ensure appropriate support is in place, as well as providing front-line support services to students on a range of administrative matters relating to their studies and the various services offered at Flinders University.
The position is responsible for the quality and scalability of support services offered by Flinders Connect through the analysis of demand forecasts, the recruitment of staff to augment the ongoing services team, and providing an escalation point for complex student cases, providing specialised assistance and guidance, and is a key contact for both staff and students for interpretation and advice on policies and operational procedures relating to student administration services.
As a senior resource supporting front-line student enquiries, the role must combine exceptional customer service with a broad knowledge of the student experience and the ability to make judgement calls in situations where no precedent exists.
The position works closely with senior management, Portfolio and College leadership and as part of a highly skilled team to drive the direction of support services to align with the priorities, principles and objectives underlying the University strategic goals, and is an integral contributor to the ongoing review of business processes and systems for enhanced innovative business practices and an improved student experience.

Key Position Responsibilities

The Coordinator, Flinders Connect is accountable for:

  • Managing the day-to-day operations of Flinders Connect including oversight of service management technologies.
  • Monitoring actual and forecasting service demand in order to ensure adequate levels of staffing are in place to meet student service benchmarks across all Flinders Connect channels.
  • Managing the recruitment and supervision of casual service staff to ensure that appropriate expansion capacity is in place to cater for significant expansion of demand during peak times.
  • Leading ongoing improvements to the student experience and the operations of the team through proactively identifying areas for improvement within and external to the team and taking ownership of driving improvement in these areas.
  • Building relationships with SAS service teams in order to ensure a consistent level of front-line support service is provided across the University, as well as driving a shared understanding and responsibility for resolving student enquiries as efficiently as possible between SAS service teams.
  • Delivering and modelling high quality front-line current student support services across a wide variety of administrative and student life enquiries via all enquiry channels, putting the resolution of student enquiries as the primary focus of all activities.
  • Providing high levels of customer service aimed at enhancing the student experience in accordance with best practice protocols, including; resolving complex enquiries escalated by Flinders Connect staff and providing ownership of issues through to resolution; and liaising closely with students, SAS teams and business units across the University to resolve complex enquiries.
  • Maintaining a high level of confidentiality in all interactions with students, colleagues and the general public.
  • Creating bespoke student-facing correspondence which conveys complex, specialised concepts which comply with underpinning University policies and procedures.
  • Creating comprehensive reports, process documentation or operational communications which communicate ideas, concepts or processes, including data collection and analysis of service activity.
  • Any other responsibilities in line with the level of the position as assigned by the Supervisor and/or the University

Key Position Capabilities

  • Completion of a degree or equivalent combination of substantial relevant experience and/or education/training in customer service, management or leadership.
  • Excellent communication skills, including sound written and verbal interpersonal skills demonstrating the ability to convey complex concepts to a range of audiences, whilst setting the standard for customer service within a service team.
  • Extensive experience in working in and leading a high-volume front-line customer service team, including the recruitment, management and rostering of staff in order to meet agreed service standards in a highly variable demand environment and where patience and resilience attributes are required.
  • Demonstrated ability to create and maintain a positive team culture in a high-pressure customer service environment, including mentoring and coaching of more junior staff.
  • Demonstrated ability to interpret and accurately advise on administrative policies and procedures and provide sound advice on complex and sensitive matters.
  • Demonstrated ability to work independently, accurately and with close attention to detail to deliver operational services in a high-volume work environment.
  • Extensive knowledge of student-related higher education policies, procedures and administrative processes.
  • High level of organisational, time and workload management skills, including ability to prioritise workload to meet strict deadlines.
  • Demonstrated commitment to continuous improvement initiatives to enhance business systems, processes and procedures to improve the customer experience.
  • Ability to carry out tasks maintaining high levels of integrity, confidentiality and sensitivity.
  • High level of computer literacy and extensive experience in the use of student administration and Customer Relationship Management (CRM) systems, Microsoft Dynamics.

For application enquiries please contact: Mrs Sam Hammer



Information for Applicants:

You are required to provide a suitability statement of no more than three pages, addressing the key capabilities of the position as outlined above. In addition, you are required to upload your CV.

A valid National Police Certificate which is satisfactory to the University will also be required before the successful applicant can commence in this position.

We are seeking to increase the diversity to improve equal opportunity outcomes for employees, and therefore we encourage female applicants, people with a disability and/or from Aboriginal or Torres Strait Islanders descent to apply.

Please note, late applications and applications sent via agencies will not be accepted.

Applications Close 11:59pm:

18 May 2021



About Flinders

Our bold vision, captured in our Strategic Plan: making a Difference: The 2025 Agenda, is to be internationally recognised as a world leader in research, an innovator in contemporary education, and the source of Australia’s most enterprising graduates.

To realise this ambition, we recently made a significant organisation change to a six College structure with a professional staff and services alignment.

We recognise the key to our success is exceptional people and we’re seeking an outstanding individual to join the team of our transformed university.

Employment Type:

Fixed Term (Fixed Term)

Position Summary

Fixed-term, part-time (0.6 FTE) available for 12 months
Compensation Grade:
Higher Education Officer Level 7
Salary Range:
$86,821 - $96,107 (FTE)
Reporting to:
Manager, Flinders Connect
Working under broad supervision and as part of a university wide Student Administration Services team, the Coordinator, Flinders Connect is responsible for the oversight of service operations, team support, co-ordinates resources to ensure appropriate support is in place, as well as providing front-line support services to students on a range of administrative matters relating to their studies and the various services offered at Flinders University.
The position is responsible for the quality and scalability of support services offered by Flinders Connect through the analysis of demand forecasts, the recruitment of staff to augment the ongoing services team, and providing an escalation point for complex student cases, providing specialised assistance and guidance, and is a key contact for both staff and students for interpretation and advice on policies and operational procedures relating to student administration services.
As a senior resource supporting front-line student enquiries, the role must combine exceptional customer service with a broad knowledge of the student experience and the ability to make judgement calls in situations where no precedent exists.
The position works closely with senior management, Portfolio and College leadership and as part of a highly skilled team to drive the direction of support services to align with the priorities, principles and objectives underlying the University strategic goals, and is an integral contributor to the ongoing review of business processes and systems for enhanced innovative business practices and an improved student experience.

Key Position Responsibilities

The Coordinator, Flinders Connect is accountable for:

  • Managing the day-to-day operations of Flinders Connect including oversight of service management technologies.
  • Monitoring actual and forecasting service demand in order to ensure adequate levels of staffing are in place to meet student service benchmarks across all Flinders Connect channels.
  • Managing the recruitment and supervision of casual service staff to ensure that appropriate expansion capacity is in place to cater for significant expansion of demand during peak times.
  • Leading ongoing improvements to the student experience and the operations of the team through proactively identifying areas for improvement within and external to the team and taking ownership of driving improvement in these areas.
  • Building relationships with SAS service teams in order to ensure a consistent level of front-line support service is provided across the University, as well as driving a shared understanding and responsibility for resolving student enquiries as efficiently as possible between SAS service teams.
  • Delivering and modelling high quality front-line current student support services across a wide variety of administrative and student life enquiries via all enquiry channels, putting the resolution of student enquiries as the primary focus of all activities.
  • Providing high levels of customer service aimed at enhancing the student experience in accordance with best practice protocols, including; resolving complex enquiries escalated by Flinders Connect staff and providing ownership of issues through to resolution; and liaising closely with students, SAS teams and business units across the University to resolve complex enquiries.
  • Maintaining a high level of confidentiality in all interactions with students, colleagues and the general public.
  • Creating bespoke student-facing correspondence which conveys complex, specialised concepts which comply with underpinning University policies and procedures.
  • Creating comprehensive reports, process documentation or operational communications which communicate ideas, concepts or processes, including data collection and analysis of service activity.
  • Any other responsibilities in line with the level of the position as assigned by the Supervisor and/or the University

Key Position Capabilities

  • Completion of a degree or equivalent combination of substantial relevant experience and/or education/training in customer service, management or leadership.
  • Excellent communication skills, including sound written and verbal interpersonal skills demonstrating the ability to convey complex concepts to a range of audiences, whilst setting the standard for customer service within a service team.
  • Extensive experience in working in and leading a high-volume front-line customer service team, including the recruitment, management and rostering of staff in order to meet agreed service standards in a highly variable demand environment and where patience and resilience attributes are required.
  • Demonstrated ability to create and maintain a positive team culture in a high-pressure customer service environment, including mentoring and coaching of more junior staff.
  • Demonstrated ability to interpret and accurately advise on administrative policies and procedures and provide sound advice on complex and sensitive matters.
  • Demonstrated ability to work independently, accurately and with close attention to detail to deliver operational services in a high-volume work environment.
  • Extensive knowledge of student-related higher education policies, procedures and administrative processes.
  • High level of organisational, time and workload management skills, including ability to prioritise workload to meet strict deadlines.
  • Demonstrated commitment to continuous improvement initiatives to enhance business systems, processes and procedures to improve the customer experience.
  • Ability to carry out tasks maintaining high levels of integrity, confidentiality and sensitivity.
  • High level of computer literacy and extensive experience in the use of student administration and Customer Relationship Management (CRM) systems, Microsoft Dynamics.

For application enquiries please contact: Mrs Sam Hammer



Information for Applicants:

You are required to provide a suitability statement of no more than three pages, addressing the key capabilities of the position as outlined above. In addition, you are required to upload your CV.

A valid National Police Certificate which is satisfactory to the University will also be required before the successful applicant can commence in this position.

We are seeking to increase the diversity to improve equal opportunity outcomes for employees, and therefore we encourage female applicants, people with a disability and/or from Aboriginal or Torres Strait Islanders descent to apply.

Please note, late applications and applications sent via agencies will not be accepted.

Applications Close 11:59pm:

18 May 2021
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