Service Delivery Consultant

at  University of Melbourne

Job no: 0036275
Location: Parkville
Role type: Full-time; Continuing
Department: Client Services

Salary: UOM 5 - $79,961 - $91,844 p.a. plus 17% super

• Deliver excellent customer service, manage personal queues of work, resolve service issues, and ensure service levels and KPIs are met within the Service Delivery team
• Enhanced problem-solving skills and domain knowledge in a dynamic team, ensuring high customer satisfaction
• Brilliant benefits and a flexible hybrid work environment!

As required by clause 1.15.9 of the 2024 EA, after seven days of internal advertising, current casual or fixed-term employees of the University will be provided with prior opportunity to apply for and be considered for vacant continuing positions if they meet the following criteria:

• they have been employed by the University over two or more semesters and over two consecutive calendar years,
• they have been employed on a 0.5 FTE or more time fraction, and
• they have the skills, experience, qualifications, and expertise required by the Selection Criteria.

In addition, redeployment candidates will be given a prior opportunity under the Recruitment and Appointment Policy together; this cohort is known as Priority Candidates.

WHO WE ARE LOOKING FOR

You will have strong communication skills, customer service qualifications, and extensive experience in service operations within large organisations. You must demonstrate the ability to work independently and collaboratively, showing emotional intelligence, self-awareness, and effective workload prioritisation.

You will also have:

• An undergraduate qualifications in a relevant disciple or equivalent mix of education and relevant experience
• Previous work history within a Service Centre or in person support team in a large, complex organisation
• Domain specific knowledge or experience within one of the domains of specialisation or clusters.

For further information regarding responsibilities and requirements please refer to the attached PD.
This role requires the successful candidate to undergo and maintain an up-to-date Working with Children Check. This is essential to guarantee a secure environment for all individuals at the University. In the case the selected candidate doesn’t have a valid Working with Children Check, they will be able to apply for the WWCC as part of the initial onboarding procedures.
Please note: Visa sponsorship is not available for this position. This role requires current valid work rights for Australia.

ABOUT THE ROLE

We are seeking 2 Service Delivery Consultants. The roles deliver excellent customer service and help meet all Service Levels and KPIs. Responsibilities include managing a personal queue of work, resolving service issues, and handling 1st and 2nd level incidents, escalating to senior team members or 3rd level support as needed. The role requires moderate domain knowledge and a broad understanding of Business Services.

Your responsibilities will include:

• Manage all support tickets, providing initial diagnosis, classification, prioritisation, and action for jobs assigned or received directly from customers
• Assist academic and professional staff, students, and stakeholders through various support channels and provide walk-up support in the COOP Walk-In Centre, receptions, and Tech Bar
• Build strong working relationships with COOP members and support staff, providing mentoring and training for peers, casuals, and trainee staff
• Contribute to service delivery operations with a focus on responsiveness, client outcomes, and continuous improvement, ensuring adherence to compliance and quality assurance standards under the University’s risk management framework

IF YOU FEEL THIS ROLE IS RIGHT FOR YOU, PLEASE APPLY WITH THE FOLLOWING DOCUMENTS:

• Resume
• Cover Letter outlining your interest and experience
  Please note that you are not required to respond to the selection criteria in the .
  If you have any questions regarding the recruitment process, please feel free to contact Alex Spezza via email at hr-careers@unimelb.edu.au, ensuring that you include the Position Number and the Job Title as the subject. Please do not share your application to this email address.
  If you have any particular questions regarding the job please follow the contact details listed on the .
  Please note that in the event of sourcing a suitable candidate, the closing date for applications may be brought forward, and the job vacancy may be closed. Therefore, we encourage interested individuals to submit their applications promptly.
  Advertised: 25 Jun 2024 12:05 AM AUS Eastern Standard Time
  Applications close: 09 Jul 2024 11:55 PM AUS Eastern Standard Time