Senior Coordinator, Student Advice

Overview Full-time, Continuing position Salary HEW Level 8 ($116,551 - $131,257 p.a.) + 17% Superannuation and Flexible Working Arrangements Based at the Melbourne CBD campus, but may be required to work and/or be based at other campuses of the University About the Role We are seeking an experienced service leader with strong contact centre expertise to lead the Student Advice function for the STEM College. This is a key leadership role responsible for ensuring our students receive high-quality, consistent and timely advice across all channels in a fast-paced, high-volume environment. You will lead a dedicated team delivering front-line advice on complex university processes, policies and student administration matters. Your ability to coach staff, build capability and create a collaborative, service-focused culture will be essential to your success in this role. This position is ideal for a proactive, organised, solutions-focused communicator who thrives in a team environment and loves improving service operations and working with stakeholders to enhance the student experience. What You’ll Be Doing Leading the STEM College Student Advice function to deliver accurate, compliant and student-centred service across phone, email, in‑person and digital channels. Coaching, developing and managing a high‑performing team, fostering a strong service culture and ensuring staff are confident and capable across all service areas. Using data and service insights to improve processes, streamline workflows, uplift the consistency and quality of front-line student advice and inform reporting, forecasting and resource planning. Maintaining strong relationships across RMIT Connect, Student Lifecycle, Schools and other University stakeholders to ensure alignment and coordinated service delivery. Managing complex or sensitive matters, ensuring timely, clear and policy‑aligned outcomes. Supporting the implementation of new systems, tools and processes to enhance service effectiveness and the student and staff experience. About You Significant experience in successfully building, deploying and managing a multi‑channel contact team to deliver high quality service in a high volume, resource and policy‑constrained environment working to time constraints with complex content. Demonstrated highly developed interpersonal skills with keen emotional intelligence and proven ability to engage staff, and work effectively with customers and stakeholders, while meeting organisational priorities. Substantial experience in interpreting, applying, and giving authoritative advice on policy, procedure and operational processes. Proven problem‑solving skills, excellent judgement, and a skilled team player who is also able to work independently, taking action, influencing outcomes and driving change under broad direction. Highly developed analysis and communication skills and demonstrated ability to build compelling cases and convey complex information, ideas and concepts clearly and efficiently to a variety of different audiences. Proactive and consultative with demonstrated experience in identifying better ways of working and the ability to create a culture of continuous improvement across a team. Extensive experience adapting, and leading a team to adapt, to changing operating environments including changes to policy, digital technology and service delivery requirements. Relevant qualification and/or relevant industry experience. Appointment Appointment to this position is subject to passing a Working with Children and National Police Check. About the RMIT STEM College The STEM College holds a leading position and expertise in the science, technology, engineering, mathematics, and health (STEM) fields. We are uniquely positioned to influence and partner with industry, as never before. STEM College is a community of exceptional STEM researchers, teachers, inventors, designers and gamechangers, supported by talented professional staff. We offer higher education programs across all STEM disciplines at the Bachelor, Master and PhD levels, and ensure our students experience an education that is work‑aligned and life‑changing. The College is renowned for its exemplary research in many STEM areas including advanced manufacturing and design; computing technologies; health innovation and translational medicine; nano materials and devices; and sustainable systems. Our brilliant researchers attract funding from government and industry sources. Industry is at the heart of what we do. It ensures our research has real world impact, and our students are truly work‑ready. Under the leadership of DVC STEM College, we have established new hubs of industry‑connected digital innovation and endeavour and are engaging with global STEM organisations at scale. Our diversity and shared values empower our work, and we are proud of the College’s inclusive, caring culture. We offer a safe, dynamic work environment, and support every member of our community of achieve their potential. STEM College employs 1,000 staff who deliver onshore and offshore programs to approximately 20,000 students. We are here to positively impact the world and create the next generation of STEM leaders. STEM College Operations – Student Lifecycle The STEM College Student Lifecycle team supports over 20,000 students across the City and Bundoora campuses, as well as at our sites in Point Cook and Bendigo, and through partnerships in international locations such as Singapore, Hong Kong, and India. The team provides expert student lifecycle administration, consistently delivers high‑quality customer service to both students and academic staff, and fosters continuous improvement through the implementation of quality enhancement principles. 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 For further information about this position, please see the Position Description hyperlinked below or contact Kate Duggan – Associate Director, Student Lifecycle via email For further information regarding recruitment processes, please contact Jennifer Pham, Senior Talent Acquisition Advisor via email at Please do not share your application to this email address. Position Description – Senior Coordinator, Student Advice 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. Due to recent upgrades, position description links may not work on LinkedIn advertisements. Applications Close: 7 Dec 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 or visit our Careers page for more contact information - . We are a Circle Back Initiative Employer – we commit to respond to every applicant. #J-18808-Ljbffr