Contact Centre Agent at Victoria University Minimal

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

11 Aug, 26

Salary

77259.0

Posted On

13 May, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Interpersonal Communication, Written Communication, Oral Communication, Microsoft Word, Microsoft Excel, Microsoft Access, Microsoft Outlook, Customer Service, Conflict Resolution, Student Advising, Data Entry, Case Management

Industry

Higher Education

Description

About VU: At VU, we aim to be one of the leading impact universities in the world. VU is an impact‑driven university committed to equity, excellence and opportunity. Based in Melbourne’s west and connected globally, we put students first through the VU Block Model®, dual‑sector pathways and strong industry partnerships. We are a values‑led, inclusive workplace where diverse talent is supported to make a real difference. About the Team: Join the Brand & Marketing team and be part of an inclusive, supportive team that values collaboration and connection. Across phone, email, and live chat, you’ll play a key role in delivering a seamless and positive experience for students at every stage of their journey with Victoria University. If you’re passionate about helping others and thrive in a team environment, we’d love to hear from you. About the Role: We are seeking a candidate to join the Brand & Marketing collaborative and high performing team, responsible for handling inquiries, resolving routine issues, and delivering information about various student-related matters by exercising good judgement, sensitivity and discretion. You’ll be responsible for maintaining positive and helpful interactions with students across various channels (phone, email, live chat etc.) while also effectively navigating student business systems to provide accurate and timely assistance. Position Key Duties: * Applying sound interpersonal, written, and oral communication skills, interacting with individuals from diverse backgrounds to provide student service at the performance and quality standards defined in the Student Services Customer Service Framework and the Student Advising Model. * Resolving issues identified through student inquiries regarding enrolments, fees, timetabling, and other related matters, acting to resolve the problems, or where appropriate, referring / escalating to Student Advisors and Team Leaders for resolution. * Handling inbound / outbound calls and inquiries from students and stakeholders professionally and efficiently, navigating student business systems quickly and effectively to provide accurate information and assistance. Position Details: * Classification: HEP 4 * Salary: $72,808 - $77,259 * Employment Type: Full-time Continuing * Hours per Week: 36.75 * Location: Whitten Oval For a detailed overview of the role’s duties and responsibilities, please refer to the Contact Centre Agent Position Description: https://webresources.vu.edu.au/hr/employment/pdf/2026/422_17840.pdf [https://webresources.vu.edu.au/hr/employment/pdf/2026/422_17840.pdf] About You: * Well-developed interpersonal, verbal and written communication skills. * Proven ability to work with in all aspects of word processing, including Microsoft Word, Excel, Access and Outlook, and to quickly gain working knowledge of any University based online system. Please note: The University is a Child Safe organisation. You will be required to hold a current Employee - Working with Children Check (WWCC) or be willing to obtain one prior to commencing employment.  Who to Contact? For further information relating to the position, please contact: Name: Jody Pyman Position Title: Team Leader Future Stream Email: Jody.Pyman@vu.edu.au [Jody.Pyman@vu.edu.au] How to Apply: To submit your application please click on the Apply button. Applications must be submitted as a single document comprising: * A cover letter addressing all selection criteria located in the position description. * Your curriculum vitae/resume. * Evidence of applicable qualifications, licences and registration. * Employee Working With Children's Check. Applications that do not address the selection criteria will NOT be considered. Please note that we only accept applications through our online portal; emailed submissions will not be considered. Applications will close Wednesday 27 May at 11:59pm. This advert may close earlier should a suitable candidate be identified. Early applications are strongly encouraged. Visa sponsorship is not available for this position. This role requires for applicants to have full and permanent working rights in Australia. Why Join VU: VU provides competitive salaries, excellent superannuation, and a variety of benefits. University fosters an environment where staff can excel, achieve their goals, and develop their careers. With a focus on diversity, inclusion, and family-friendly policies, VU supports both professional and personal well-being. For more information, please visit our Careers at VU Webpage [https://www.vu.edu.au/about-vu/strategy-leadership-governance/jobs-at-vu] Our Commitment: Victoria University is committed to fostering an inclusive, respectful, and socially responsible community. We honour our deep diversity by respecting First Nations perspectives and embedding sustainable approaches to Protecting Country, while championing progressive inclusivity for all—embracing Aboriginal and Torres Strait Islander peoples, people with disability, culturally and racially marginalised communities, LGBTQIA+ individuals, and people of all ages and socio‑economic backgrounds. As a WGEA Employer of Choice for Gender Equality [https://www.vu.edu.au/about-vu/our-uni/equality-inclusion-belonging/gender-equity/wgea-statement], we strive to create a place where everyone feels they belong, and we ensure a positive, barrier‑free recruitment experience by providing adjustments and accessible formats upon request at  inclusivecareers@vu.edu.au [inclusivecareers@vu.edu.au] or (03) 9919 5999.

Responsibilities

Handle student inquiries via phone, email, and live chat to resolve issues regarding enrolments, fees, and timetabling. Provide accurate information by navigating student business systems and escalating complex matters to team leaders.