Team Leader, Prospective Student Enquiries

Apply now Job no:519634
Work type:Full-time
Location:Melbourne - Burwood
Categories:Marketing and Communications, Customer Service

• Burwood Campus, blended working arrangement
• Full time (36.75 hours per week) and continuing
• HEW 7 $90,769 + 17% superannuation

Reporting to the Manager, Prospective Student Enquiries, the Team Leader will lead and coordinate the prospective student enquiry team to enable the delivery of concise and cohesive recruitment information and advice to prospective students of Deakin University.  Create a high-performance team culture by providing timely support to the team via training, mentoring, quality assurance activities and act as the first point of escalation. Provide overall team management and establish processes to nurture and convert prospective student leads. Initiate continuous improvement activities to enhance speed and quality of service. Strong leadership, project management and call centre (outbound preferred) experience will define the success for this role.

Your key responsibilities will include, and not limited to:

• Act as a coach and work with team members to facilitate growth and development by giving balanced, constructive feedback.
• Coordinate the development of campaigns to convert prospective students into enrolments utilising a variety of channels, including inbound phone calls, emails, live chats and outbound phone calls.
• Build new and productive relationships with a diverse range of stakeholders or key and influential individuals across the University.
• Seek feedback on improvement opportunities from a diverse range of key stakeholders.
• Strive for excellence and regularly consult with stakeholders to clarify who requires the information, the purpose for which it is required, criteria for success and where and when advice and recommendation is required.
• Communicate with confidence using examples and the most appropriate influencing technique for a given situation to increase understanding and support.

To be successful, you’ll have:

• A Degree in Marketing, Public Relations, Communications or other related areas with at least 4 years of subsequent relevant experience; or
• Extensive experience and management expertise in technical or administrative fields.
• An equivalent combination of relevant experience and/or education/training.
• People leadership experience managing customer service and/or sales team in a call centre environment.
• Experience in implementing initiatives and strategies targeted towards customer acquisition and/or retention.
• Extensive use of CRM or customer database systems (preferably Salesforce).
• Experience in analysing results and data to produce relevant performance reports.
• Proven experience in successfully delivering and implementing projects.

For a copy of the position description, please see below:

 PD - Team Leader, Prospective Student Enquiries.pdf

Applications for this position close on 3 March 2022.

This role requires the incumbent to apply for and maintain a Working with Children Check (refer to Deakin’s Recruitment Procedure for further details).

Please submit your updated resume and a short cover letter outlining your skills and experience for this role.

Please note that whilst we still accept applications from any persons interested in our roles, due to the impacts of COVID-19, we are currently prioritising applications from those with current working rights in Australia and who are not affected by travel restrictions. Please see the latest updates to Australia's immigration and border arrangements during the COVID-19 (Coronavirus) outbreak:https://covid19.homeaffairs.gov.au/

Are You Ready?

Deakin is a Victorian university with a global impact. We are an agile, dynamic and innovative university committed to making a positive impact through our excellence in education, research and innovation and the contributions we make to the wider community.

We understand that our reputation has been built on the dedication and expertise of our staff and we offer a dynamic and diverse working environment with opportunities to grow and develop careers. We believe that a progressive, thriving culture will ensure that people choose to come, and stay at Deakin and contribute to our ongoing success.

We value diversity and aim to build an inclusive environment that champions, embraces and respects differences. We support and encourage applications from Aboriginal and Torres Strait Islander people, and people of all cultures, sexual orientation, and genders.

Advertised:16 Feb 2022 AUS Eastern Daylight Time
Applications close:03 Mar 2022 AUS Eastern Daylight Time