- Full time, Fixed Term opportunity (31 August 2026)
- Based at La Trobe University’s Melbourne (Bundoora) campus
- Higher Education Officer Level 7 (HEO7)
- Work with inspiring people who are driven to make a difference
About the position
This position will lead the delivery of inbound and outbound customer services, supervising frontline staff to ensure a high-quality student experience. This role supports student success by driving consistent service delivery, first contact resolution, and excellence in customer care.
Reporting to the Manager, Customer Care, this position oversees daily inbound and outbound customer service operations and supervises staff. The role ensures consistent service delivery, effective processes, and a strong focus on customer satisfaction, first contact resolution, and quality.
Skills and Experience
- Demonstrated management and leadership skills with successful experience in managing and leading staff to promote a cohesive and effective team and managing workflows.
- An undergraduate degree in any area relevant to the position with at least 4 years subsequent experience; or extensive experience and management expertise; or an equivalent alternate combination of relevant knowledge, training and/or experience.
- Excellent interpersonal skills, especially the capacity to work collaboratively and cooperatively in small teams.
- Demonstrated organisation and problem-solving skills, with an ability to manage several different projects concurrently.
- Demonstrated ability to form a detailed knowledge of academic and administrative policies and the interrelationships between a range of policies and activities.
- Ability to develop innovative methodologies or take a leading role in the application of proven techniques involving considerable theoretical and technical sophistication.
- Demonstrated ability to manage multiple stakeholders to achieve stated outcomes.
Welcome to Bundoora campus – Please click on the video link below:
https://f.io/KDo0ceng
Benefits:
- 17% employer contributed superannuation
- On site child care facilities
- Flexible work arrangements
- Discounts for staff and their family members to study a range of La Trobe courses
How to apply
Closing date: By 11:55pm, 28 September 2025
Position Enquiries: Jodie Datson, Manager, ASK La Trobe
Email: J.Datson@latrobe.edu.au
Recruitment Enquiries: Recruitment team
Email: recruitment@latrobe.edu.au
Please refer to the Position Description for other duties, skills and experience required for this position.
PD - Senior Coordinator, Customer Care.pdf
Only candidates with Full Working Rights in Australia may apply for this position.
Please submit an online application ONLY and include the following documents:
- Cover letter;
- An up to date resume; and
- A separate document addressing responses to the essential criteria located within the PD
Please scroll down to apply.
Aboriginal and Torres Strait Islander Applicants
We welcome and strongly encourage applications from Aboriginal and Torres Strait Islander people.
La Trobe University is committed to creating a diverse and inclusive workforce. We take an intersectional approach by actively supporting and encouraging people of all backgrounds and abilities to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible. Flexibility in interview format will be offered to shortlisted candidates.
All La Trobe University employees are bound by the Working with Children Act 2005. If you are successful, you will be required to hold a valid Victorian Employee Working with Children Check prior to commencement.
Why La Trobe:
- Develop your career at an innovative, global university where you’ll collaborate with community and industry to create impact.
- Enjoy working on our inspiring and stunning campuses – the perfect hub for industry, students and academics
- Help transform the lives of students, partners and communities now and in the future
La Trobe’s Cultural Qualities:
