Senior Officer, Customer Care

Senior Officer Customer Care Job No. : Work type : Continuing Work with inspiring people who are driven to make a difference Based at our Victorian regional campus Bendigo Continuing Opportunity Part time 4 days a week / 65.25 hours per fortnight (.90) FTE Commencing early January 2026 Higher Education Officer (HEO) 5 About the position ASK La Trobe staff provide frontline service to enrolled students at La Trobe University across all campuses. The team provides timely helpful and professional advice via a range of channels including face to face in Help Zones, phone, online enquiries, live chat and virtual drop in (Zoom Room). Team members work either front of house (student facing areas) or back of house in the virtual and call centre. Responsibilities Deliver frontline service to enrolled students across all campuses. Provide timely, helpful and professional advice via face‑to‑face, phone, online enquiries, live chat and virtual drop‑in sessions. Maintain accurate records and documentation in university systems. Work independently and collaboratively within a team environment. Adhere to university policies, procedures and student processes. Qualifications Completion of a degree without subsequent relevant work experience; or completion of an advanced diploma and at least one year of relevant work experience; or completion of a diploma and at least two years of relevant work experience; or Certificate IV and extensive relevant work experience; or a post‑trade certificate and extensive technician experience; or an equivalent combination of relevant experience and education. Knowledge of La Trobe University systems (e.g., SIS1, OneStop, Studlink, Oracle RightNow (CRM), Allocate, StudentOnline) is preferred. Knowledge of student policies and processes such as enrolment, taking leave, paying fees, special consideration, remission of debt and willingness to research and apply student processes. Excellent communication and interpersonal skills with a customer‑service focus and solution‑oriented approach. Demonstrated expertise developed through extensive relevant experience and application. Ability to interpret policy and procedures and apply them in practice. Ability to set priorities and monitor workflows within own area of responsibility. Capacity to organise work effectively and deliver outputs in a timely manner. Ability to work independently following established procedures with limited supervision and contribute positively to a team. High level proficiency in computer software packages including word processing, spreadsheets, databases, email and internet research tools. Benefits Employer‑contributed superannuation. Flexible work arrangements. On‑site childcare facilities. Discounts for staff and their family members to study a range of La Trobe courses. How to apply Closing date: 11:55pm Thursday, 4 December 2025 Position Enquiries: Paul Siakew, Senior Coordinator Customer Care Email: Recruitment Enquiries: Talent Acquisition Operations Officer Yola El-hassanieh Only candidates with full working rights in Australia may apply. Please submit an online application ONLY and include the following documents: • Cover letter addressing your suitability for the position (max 1 page); • Up‑to‑date resume. 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. 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 successful you will be required to hold a valid Victorian Employee Working with Children Check prior to commencement. #J-18808-Ljbffr