What's in it for you?

• $75,000 + super, with an annual salary review and uplift.
• Three opportunities available – one permanent and two 12-month fixed-term contracts, with genuine potential to transition into permanent employment.
• Regular opportunities for paid overtime at time-and-a-half during busy admissions periods.
• Generous employer-matched additional superannuation contributions.
• Comprehensive onboarding to set you up for success, including two weeks of facilitated classroom training followed by structured buddying and ongoing support.
• Hybrid working after probation, with 3 days from home each week.
• An additional paid day of leave each year to help bridge the gap between Christmas and New Year.
• Free breakfast, healthy snacks and coffee always available in the office.
• A thriving social club and the opportunity to join a monthly breakfast with the CEO.
• Stunning modern offices in Milton with gorgeous river views, close to public transport and off-street paid parking.

About the role

As a Customer Experience Officer, you'll help applicants and key education stakeholders navigate tertiary admissions, providing clear, accurate guidance across phone, email and digital channels.

• These positions have a fixed start date of Monday, 21 September (you must be available to commence on this date.)
• Work Monday to Friday, 8:30am–5:00pm, with your weekends and public holidays free.
• Respond to a variety of enquiries through inbound calls, emails and digital channels.
• Guide applicants through course entry requirements, eligibility, applications, offer competitiveness and alternative pathway options.
• Interpret policies, processes and criteria and apply them accurately to individual circumstances.
• Translate complex information into clear, practical advice, helping applicants understand their options and next steps.
• Manage sensitive or difficult conversations with empathy and professionalism.
• Navigate high enquiry volumes during key admissions and offer periods while maintaining quality and accuracy.
• Work closely with your team and wider organisation to resolve enquiries and deliver a great applicant experience.

About you

• Experience in customer service, administration, reception, education or another people-focused environment, with confidence supporting customers over the phone.
• Experience in higher education, a regulated industry or another complex, process-driven environment will be advantageous, but your ability to learn and interpret high volumes of detailed information is what matters most.
• Strong verbal and written communication skills, with the ability to take complex information and explain it clearly to different audiences.
• The ability to quickly learn, retain and recall large amounts of detailed information and connect the dots between different processes and requirements.
• Sound judgement and problem-solving skills, with confidence interpreting policies and applying them accurately to individual circumstances.
• Patience, empathy and maturity when supporting people through important decisions or managing difficult and emotional conversations.
• Sharp attention to detail and a sense of accountability for providing accurate and consistent information.
• The ability to manage high volumes, competing priorities and repetitive tasks without compromising quality or customer experience.
• A collaborative, team-first approach and genuine willingness to contribute to a small, close-knit and supportive team.
•