Overview:

• Full-time, Continuing position
• Salary Level HEW 6 + 17% Superannuation
• Based at the Melbourne CBD campus, and hybrid ways of working

About the role
As Service Connect Advisor, you will be responsible for providing a high level of customer service and resolving HR/People enquiries across all customer contact channels. You will conduct appropriate research for each enquiry and provide accurate advice or escalate where required.
Experience in a HR or multi-channelled environment (e.g. telephone, email, web chat etc) is desirable but not essential. Full training will be provided for the preferred candidate.
Please note: there is a requirement to work staggered start times for on business requirements to cover the University core support hours.

To be successful in this position, you will have:

• Demonstrated customer service experience delivering professional support services specific to the skilled resolver group - HR.
• A strong customer centric mindset.
• Demonstrated ability to fact find, provide advice and use logical thought process to support recommendations and advice.
• Proven ability to identify root cause of issue to recommend and deliver appropriate strategies and innovative solutions and solve any further complications that may be encountered.
• Demonstrated ability in providing accurate and timely solutions and advice through multiple customer contact channels.
• Demonstrated ability to work autonomously with minimal supervision in a fast-paced environment with the ability to prioritise multiple tasks to meet conflicting deadlines.
• Strong problem solving, interpersonal and analytical skills, written and verbal communication across multiple mediums (i.e. telephone, ticketing tools, web chat etc).
• Demonstrated ability in the use of a range of computer applications and the ability to quickly learn new technologies.
• Experience with ServiceNow, Web Chat, ADP Payroll and/or Workday is desirable.

Please Note: Appointment to this position is subject to passing a Working with Children and National Police Check.
About the Portfolio
The Operations Portfolio enables an integrated, enterprise-wide delivery for best practice student and staff experiences. The portfolio incorporates the following business units: Data & Analytics, Finance & Governance, Information and Technology Services (ITS), Legal, Office of the Chief Operating Officer (OCOO), People Function (HR) and Property Services Group (PSG).
The portfolio houses significant drivers and delivery components across the staff and student journeys and enables the overall experience for both groups. The Portfolio is integral in bringing the RMIT strategy to life, across the globe. Each of these functions supports the global operations of the University both directly as well as through its controlled entities.
To Apply
Please submit your CV and covering letter addressing your suitability for this position by clicking on the ‘Apply’ link at the top of this page.
For further information about this position, please see the Position Description hyperlinked below or contact Michelle Koci (Service Connect Manager) via email
michelle.koci@rmit.edu.au
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Position Description – Service Connect Advisor (HR)
We will be running a rolling recruitment process, so please do not wait until the closing date to apply.
Please note, if you are viewing this advert from an external site, please click ‘apply’ and you will be redirected to RMIT’s Jobs website to access the Position Description at the bottom of the page.
Applications Close:
13 Mar 2025 11.59 pm
RMIT is an equal opportunity employer committed to being a child safe organisation. We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.
At RMIT, we are committed to supporting adjustments throughout the recruitment and selection process, as well as during employment. We actively support and encourage people with disability to apply to RMIT (including alternate formats of application forms). To discuss adjustment requirements, please contact Dani, via
talentsupport@rmit.edu.au or visit our Careers page for more contact information -
https://www.rmit.edu.au/careers
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We are a Circle Back Initiative Employer – we commit to respond to every applicant

Please refer the Job description for details