Service Experience Coordinator

Job no:505996
Work type:Fixed term - Full-time
Campus:Adelaide
Categories:Marketing, HEO6

(HEO6) $81,254 to $87,770 per annum plus an employer contribution of up to 17% superannuation may apply. 

Fixed term, full-time replacement opportunity available until July 2022.

We are seeking an experienced and enthusiastic Service Experience Coordinator with a passion for writing engaging communications and proactively helping customers to get the information they need to apply to university.

Prospect Management is a key area of capability for the University that leverages data to identify opportunities to target and build relationships with enquirers and prospective students to improve application and conversion rates. It manages all inbound and outbound nurturing and intervention communications with prospective students, inclusive of customer enquiries and outbound calling campaigns.

Working under general direction, and with support from the Service Experience Officer, the Service Experience Coordinator will be responsible for contributing to the development, and implementation of, a specifically designed service experience for prospective students, in line with customer experience (CX) best practices. The Service Experience Coordinator will also manage the Future Student knowledge base development and maintenance and support the five Faculties to produce self-service content for prospects. The role will create and execute nurturing communications which deliver key information including deadlines, upcoming events, and program options across email, social and other mediums, to all prospects and applicants.

To be successful you will need:

• Excellent communication skills, both oral and written, including effective communication of ideas, plans and best practices, to broad stakeholder groups.
• Sound analytical skills, and the ability to report on operational performance.
• Experience in the development of communications specific to different audiences (future students, management, stakeholder groups) using appropriate channels (email, social media, reports, publications etc.).
• Demonstrated ability to work effectively as part of a team to achieve a specific outcome.
• Ability to deliver professional presentations to people at all levels, both internal and external to the organisation.

Enjoy an outstanding career environment

The University of Adelaide is a uniquely rewarding workplace. The size, breadth and quality of our education and research programs - including significant industry, government and community collaboration - offers you vast scope and opportunity for a long, fulfilling career.

It also enables us to attract high-calibre people in all facets of our operations, ensuring you will be surrounded by talented colleagues, many world-leading. Our work's cutting-edge nature - not just in your own area, but across virtually the full spectrum of human endeavour - provides a constant source of inspiration.

Our culture is one that welcomes all and embraces diversity consistent with our Staff Values and Behaviour Framework  and our Values of integrity, respect, collegiality, excellence and discovery. We firmly believe that our people are our most valuable asset, so we work to grow and diversify the skills, knowledge and capability of all our staff.

We embrace flexibility as a key principle to allow our people to manage the changing demands of work, personal and family life. Flexible working arrangements are on offer for all roles at the University.

In addition, we offer a wide range of attractive staff benefits. These include: salary packaging; flexible work arrangements; high-quality professional development programs and activities; and an on-campus health clinic, gym and other fitness facilities.

Learn more at: adelaide.edu.au/jobs

Your division's broader role

The Division of University Operations enables the University's delivery of high-quality and distinct learning, teaching and research experiences. Its responsibilities link to Adelaide's strategic plan and focus on people, community, assets and infrastructure, and processes.

Learn more at: adelaide.edu.au/operations

If you have the talent, we'll give you the opportunity. Together, let's make history.

Click on the ‘Apply Now’ button to be taken through to the online application form. Please ensure you submit a cover letter, resume, and upload a document that includes your responses to all of the selection criteria for the position as contained in the position description or selection criteria document.

Applications close 11:55pm, 31 August 2021.

For further information

For a confidential discussion regarding this position, contact:

Catherine Cherry
Director, Prospect Management
E: [email protected]  

You'll find a full position description and/or selection criteria below: (If no links appear, try viewing on another device)

The University of Adelaide is an Equal Employment Opportunity employer. Women and Aboriginal and Torres Strait Islander people who meet the requirements of this position are strongly encouraged to apply.

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