Ref 1771/24 Shift Supervisor, Western Success, Office of Student Experience and Marketing

• Western Sydney University Internal Applicants Only
• Full-Time, Fixed-Term Position until 31 October 2024 | Western’s Kingswood Campus
• Remuneration: $87,412 to $93,061 p.a.| Includes 17% Superannuation

Western Sydney University Internal Applicants Only.

To be eligible to apply for this position you must be employed by Western Sydney University on an ongoing, fixed term or casual basis at the time of this advertisement.

All ongoing and fixed term employees seeking to apply for this position as a secondment must have completed a minimum of 12 months’ full-time continuous service to be eligible to apply for this role, as per Part D of the Recruitment and Selection Policy.

• Full-Time, Fixed-Term Position until 31 October 2024
• Based at Western’s Kingswood Campus
• Remuneration: $87,412 to $93,061 p.a.| Includes 17% Superannuation
• Job share arrangements may be available if required

About the Office of Student Experience and Marketing
The Office of Student Experience and Marketing is responsible for attracting and enrolling prospective students and optimising the students’ experience throughout their time at Western.   

The vision for Western Success is bold and transformational, using a peer-to-peer model of advising to deliver a positive student experience across the institution. We support students at all stages of their journey at Western, from their first day, to their first assessments and first results release, through to graduation. Through utilising student data and interactions, we provide support to overcome challenges they may be facing to successfully complete their studies, whether they be academic, social, career or wellbeing. The aim of Western Success team is to connect students with advisors who will provide guidance to ensure engagement with their studies and University life.

About the Role
Are you committed to fostering continuous improvement and shaping a positive student experience? Here’s your opportunity to influence the student experience by overseeing a team of advisors providing peer-to-peer support to at-risk students as a Shift Supervisor with Western Success in the Office of Student Experience and Marketing!

The Western Success Shift Supervisor is responsible for supervising daily operations across multiple channels, ensuring the provision of high levels of customer service from Western Success Advisors. The position plays a pivotal role in triaging issues, supporting staff development, and in the implementation of quality assurance and continuous improvement processes. The position supports the Team Leader, Western Success in the coaching and development of casual staff, alongside the provision of efficient and effective administrative support.

The Supervisor must build rapport with a young and dynamic team to support operations on the floor and support the Advisors to deliver a positive student experience.

Key Responsibilities
The key responsibilities of the Shift Supervisor include:

• Real time support for advisors on shift
• Escalation of complex cases to tier two services
• Quality assurance activities
• Monitoring staff use of and basic troubleshooting of systems
• Participation in the delivery of training
• Processing and monitoring of Discontinuations

• Strong communication and interpersonal skills; and
• Quality customer experience focus; and
• Willingness to continually learn and improve; and
• A sound understanding of the student experience and lifecycle; and
• Experience within the tertiary education sector.

This is a full-time, fixed-term position until 31 October 2024 based at Western’s Kingswood Campus, although travel to other campuses of the University may be required. Please review the position description for further information.

Please note that the hours of work may vary due to operational requirements in supervising late shifts in peak periods. Further details are outlined in the position description.

If this sounds like an opportunity for you, we want to hear from you! Apply now ensuring you carefully address each of the selection criteria in your application. Dont miss this chance to work at Western Sydney University, where every day is an opportunity to make a difference!

Remuneration Package:  HEW Level 4 $87,412 to $93,061 p.a. (comprising Salary of $73,864 to $78,638 p.a., plus Superannuation and Leave Loading)

Position Enquiries:Please direct specific enquiries regarding the role to Caitlin Hooper via email [email protected]  

Recruitment Enquiries: Specific enquiries or issues with your application may be directed to the Recruitment Team at [email protected]

Closing Date: 8:30pm, Thursday 9th May 2024

Working Rights in Australia - Eligibility
You must provide evidence of your fulltime working rights in Australia at time of application.

Please note, only those applications submitted via the WSU online recruitment system will be accepted.

Click here to view the Position Description Opens in new window

Western Sydney University is committed to diversity and social inclusion. Applications from people of culturally and linguistically diverse backgrounds; equity target groups including women, people with disabilities, people who identify as LGBTIQ, and people of Aboriginal and Torres Strait Islander descent are encouraged.

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