Customer Support Officer

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:

Continuing

Position Summary

Continuing, Full-Time
Compensation Grade
Higher Education Officer Level 4
Salary Range
$65,598 - $70,749
Reporting to:
Manager Customer and Business Improvement
Under routine to general direction, and as the first point of contact, the Customer Support Officer is responsible for providing a seamless customer experience for a range of internal and external stakeholders across Flinders University both face to face, electronically and over the telephone.
In addition, the Customer Support Officer, will undertake a range of administrative activities to support the delivery of services and will also participate in the ongoing development of customer service standards.

Key Position Responsibilities

The Customer Support Officer will be accountable for:

• Providing a quality first point of contact for customers with enquiries, requests and complaints relating to an extensive range of services including but not limited to:

• 
  General University enquires from the public (excluding students enquires); and
  
• 
  Specialised Property, Facilities and Development requests, including space management, cleaning, caretaking, parking, transport etc.
  

• Undertaking a range of administrative activities to support the delivery of services, as directed.

• Analysing the nature of enquiries, requests or complaints and personally respond to as many of those as possible that can be dealt with in accordance with first point of contact customer service and agreed divisional service standards. Following up and compassionately dealing with complaints to ensure appropriate outcomes for customers.

• Triage, assess, issue and forwarding requests for service to the appropriate service delivery officer in a manner that facilitates optimal outcomes for customers. Following up customer requests to ensure work is completed in accordance with agreed service standards and customers remain informed of their request as appropriate.

• Participating in the ongoing development and refinement of customer service standards, strategies and systems to facilitate continuous improvement and best practice in customer service delivery.

• Assisting with any other customer service and information sharing initiatives as requested under the direction of the Manager Customer Service and/or the University.

• Any other responsibilities in line with the level of the role as assigned by the Supervisor and/or the University

Key Position Capabilities

• Completion of a diploma level qualification with relevant work related experience or an equivalent combination of relevant experience and/or education/training.

• Effective interpersonal and oral communication skills including: cross cultural skills; an excellent telephone manner; demonstrated customer service experience and an ability to communicate positively with staff, students and members of the public.

• Excellent organisational and administrative skills including demonstrated ability to prioritise tasks, attention to detail and an ability to meet deadlines.

• Effective written communication skills.

• Willingness to learn new skills and to approach daily tasks enthusiastically, particular when interacting with others.

• Demonstrated experience in working both independently and as part of a team environment within a customer service area.

• An ability to apply good listening and interpreting skills inclusive of customer needs.

• Demonstrated experience to triage and raise requests to facilitate effective outcomes.

• An ability to provide judgement and initiative when learning and reviewing new and existing processes and computer systems.

• Well-developed computer skills including a sound knowledge in the use of Microsoft Office.

For more information regarding the position, or to have a confidential discussion, please contact: Jayne Preece

If you are required to work in any capacity, incidental or not, in a health care setting or other setting identified within a government direction issued pursuant to the Emergency Management Act 2004 (SA) or Public and Environmental Health Act 2011 (NT) you will be required to be vaccinated against COVID-19 and provide proof of your vaccination as a condition of your employment.

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:

02 Feb 2022

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:

Continuing

Position Summary

Continuing, Full-Time
Compensation Grade
Higher Education Officer Level 4
Salary Range
$65,598 - $70,749
Reporting to:
Manager Customer and Business Improvement
Under routine to general direction, and as the first point of contact, the Customer Support Officer is responsible for providing a seamless customer experience for a range of internal and external stakeholders across Flinders University both face to face, electronically and over the telephone.
In addition, the Customer Support Officer, will undertake a range of administrative activities to support the delivery of services and will also participate in the ongoing development of customer service standards.

Key Position Responsibilities

The Customer Support Officer will be accountable for:

• Providing a quality first point of contact for customers with enquiries, requests and complaints relating to an extensive range of services including but not limited to:

• 
  General University enquires from the public (excluding students enquires); and
  
• 
  Specialised Property, Facilities and Development requests, including space management, cleaning, caretaking, parking, transport etc.
  

• Undertaking a range of administrative activities to support the delivery of services, as directed.

• Analysing the nature of enquiries, requests or complaints and personally respond to as many of those as possible that can be dealt with in accordance with first point of contact customer service and agreed divisional service standards. Following up and compassionately dealing with complaints to ensure appropriate outcomes for customers.

• Triage, assess, issue and forwarding requests for service to the appropriate service delivery officer in a manner that facilitates optimal outcomes for customers. Following up customer requests to ensure work is completed in accordance with agreed service standards and customers remain informed of their request as appropriate.

• Participating in the ongoing development and refinement of customer service standards, strategies and systems to facilitate continuous improvement and best practice in customer service delivery.

• Assisting with any other customer service and information sharing initiatives as requested under the direction of the Manager Customer Service and/or the University.

• Any other responsibilities in line with the level of the role as assigned by the Supervisor and/or the University

Key Position Capabilities

• Completion of a diploma level qualification with relevant work related experience or an equivalent combination of relevant experience and/or education/training.

• Effective interpersonal and oral communication skills including: cross cultural skills; an excellent telephone manner; demonstrated customer service experience and an ability to communicate positively with staff, students and members of the public.

• Excellent organisational and administrative skills including demonstrated ability to prioritise tasks, attention to detail and an ability to meet deadlines.

• Effective written communication skills.

• Willingness to learn new skills and to approach daily tasks enthusiastically, particular when interacting with others.

• Demonstrated experience in working both independently and as part of a team environment within a customer service area.

• An ability to apply good listening and interpreting skills inclusive of customer needs.

• Demonstrated experience to triage and raise requests to facilitate effective outcomes.

• An ability to provide judgement and initiative when learning and reviewing new and existing processes and computer systems.

• Well-developed computer skills including a sound knowledge in the use of Microsoft Office.

For more information regarding the position, or to have a confidential discussion, please contact: Jayne Preece

If you are required to work in any capacity, incidental or not, in a health care setting or other setting identified within a government direction issued pursuant to the Emergency Management Act 2004 (SA) or Public and Environmental Health Act 2011 (NT) you will be required to be vaccinated against COVID-19 and provide proof of your vaccination as a condition of your employment.

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:

02 Feb 2022