Job no: 576732
Work type: Casual
Location: Geelong - City, Melbourne - Burwood
Categories: Administration, Student Services
Deakin University – Student Services
Position title: Casual Call Centre Mentor
Commences: October 2025
Contract type/hours: Casual
Location: Remote (with the exception of occasional in-person team and professional development days)

Remuneration: Casual HEW 3 ($44.04)

• This is only open to Deakin University Students

SPECIAL REQUIREMENTS

• Employee Working with Children Check (WWCC) (refer to Recruitment Procedure).
• Your own computer and headset (noise cancelling preferable), with suitable private and confidential workspace at home, to conduct outbound calls.
• This position is based remotely with the occasionally requirement for in person activities, such as team or professional development days.

RESIDENCY REQUIREMENTS

All candidates considered including international students, noting hours available may fluctuate due to work rights when your course is in session.

• To provide peer support to commencing and current Deakin students by making outbound calls and sending emails, offering study guidance and helping resolve common queries, with ongoing supervision and support from Coordinator, Priority Students.
• To work remotely in a virtual call centre environment, completing individual tasks while collaborating with colleagues to ensure timely completion of required calls.
• To ensure accurate and timely record-keeping across multiple systems, including case notes and call statistics.
• To navigate internal staff resources and systems to search for and provide accurate information, confidently referring students to the appropriate support services.
• To provide regular updates to the Coordinator, Priority Students, including insights and trends to enhance program operations, while also offering operational and administrative support, and escalating any concerns as needed.
• To contribute to team success by offering support and advice to colleagues, and providing training and mentoring to new Call Centre Mentors when needed.
• To contribute to a diverse and inclusive workplace by being a positive team member, undertaking required training, and adhering to Deakin’s Staff Code of Conduct and Privacy policy.