Library & studentHQ Administrator

• Student Administration role within Swinburne University
• Full time, ongoing position at our Hawthorn campus 
• HEW 4 salary + 17% super

About the Role 
This position, reporting to the StudentHQ Team Leader, is responsible for delivering exceptional customer service to both internal and external customers of the University. The Student HQ team serves as the primary service point for all students and the general public, handling a wide range of student and library inquiries. The ideal candidate for the Student HQ Administrator role must possess a strong commitment to providing outstanding customer service and meticulous attention to detail.

Key responsibilities include addressing various student and library inquiries encompassing customer service, cashiering (student-related fees and payments, library payments), student lifecycle assistance (e.g., enrolment, timetabling, results, ID cards), and library services assistance (e.g., lending, equipment booking inquiries). The role involves providing comprehensive information and support to the entire Swinburne student population, Swinburne staff, and the public through face-to-face interactions, inbound and outbound phone calls, email, social media channels, and live chat.

The Student HQ Administrator will handle a diverse range of inquiries and provide guidance on student and library-related matters within the realm of customer service, cashiering, student lifecycle assistance, and library services. Additionally, they will perform general administrative tasks to ensure accurate record-keeping in the university's CRM system and undertake various library-related duties as needed. Flexibility is essential, as the incumbent will be expected to engage in all StudentHQ team activities, including working across different campuses to maintain a student-centric approach to customer service delivery.

Further information regarding this role can be found in the attached position description.

About You  
To be suitable for this role you will need to have experience in the below key accountabilities: 

• Demonstrated commitment to providing outstanding customer service
• Demonstrated, relevant experience in the provision of high quality administrative and support services within a demanding, customer focused environment  
• General knowledge and experience of tertiary sector operating procedures or general knowledge and experience of provision of information resources in an academic environment 
• Demonstrated ability to work independently and collaboratively as part of a team
• Demonstrated high level interpersonal skills, including the ability to liaise effectively with a wide range of internal and external people, and maintain confidentiality

• Completion of an associated diploma level qualification with relevant work-related experience or a certificate level qualification with post-certificate relevant work experience; or an equivalent combination of relevant experience and/or education/training

Swinburne Horizon 2025 draws upon our understanding of future challenges. With this new strategic plan, we choose to build Swinburne as the prototype of a new and different university – one that is truly of Technology, of Innovation and of Entrepreneurship, and proud of it. We are committed to a differentiated university proposition in education and research, so that:

•    Every Swinburne learner gets a work experience
•    Every Swinburne graduate gets a job
•    Every Swinburne partner gets a tech solution
•    Swinburne is the prototype of global best practice

The achievement of our 2025 moon shots depends on our capacity to work collectively, always, as One Swinburne.

To Apply 
Please submit your CV and cover letter addressing your suitability for this position.  

To review the Position Description and to apply, please scroll down to the bottom of the page. 

If you are viewing this advert from an external site, please click ‘apply’ and you will be redirected to Swinburne’s Jobs website to access the Position Description at the bottom of the page.

Please Note: Appointment to this position is subject to passing a Working with Children Check.

If you are experiencing technical difficulties with your application, please contact the Swinburne Talent Acquisition Team on [email protected]. 

Applications Close: Sunday 19th May 2024, 11pm

Swinburne offers flexible working options, leave and parenting/carer policies to support work life balance.

Equity and Diversity 
Swinburne is a large and culturally diverse organisation and we are proud of our commitment to equity, diversity and inclusion through key initiatives.  For further information on all our initiatives visit our Equity & Diversity website.

We welcome and encourage applicants from diverse backgrounds to apply.

We are committed to making the recruitment process fair and equitable for all our candidates. If you have specific accessibility or support requirements please contact [email protected]

Aboriginal and Torres Strait Islander Applicants
We welcome and strongly encourage applications from Aboriginal and Torres Strait Islander people.  

For any support please contact [email protected] or for more information on our Indigenous strategies please follow the link to our RAP Reconciliation Action Plan

Victoria’s Commitment to Action: Improving international student employment outcomes 
As a signatory to Victoria’s Commitment to Action , Swinburne seeks to remove barriers to international graduate employment. We welcome and encourage applications from international graduates.  

We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant
#LI-SW

Click here for the position description Opens in new window