Student Case Management Officer

PRIMARY DETAIL • Opportunity to learn, grow and define your career in student services
• Competitive salary with 17% super and close to transport
• Work with a dedicated and supportive team

THE ROLE

The Faculty of Science and Engineering is currently seeking a Student Case Management Officer to provide complex advice and support to students and staff in resolving issues, ensuring a high level of service, and utilising a case management approach.

Reporting to the Education Services Delivery Manager you will provide high quality client service to students and staff to resolve complex student issues. Utilising a case management approach, you will liaise with academic and professional staff across the University and provide advice and support to students and staff on complex issues. You will be responsible for identifying students at academic risk and liaise with academic staff and other services to provide intervention and learning strategies.

About You

With a background in providing high quality customer service and advice to students and staff, you will have proven experience resolving escalated issues in a timely and efficient manner. Your strong written and verbal communication skills allow you to build and maintain effective relationships with a diverse range of stakeholders and you enjoy working in a collaborative team environment. The ability to interpret complex policies and procedures is one of your strengths and your exceptional time management and organisational skills ensure you’re able to deliver on competing deadlines.

About Us

The Faculty of Science and Engineering is a young and dynamic faculty driven by the spirit of discovery. Here we nurture the next generation of science and technology innovators. From a handful of students on the University’s first day, the Faculty now serves nearly 9000 students across all our programs.

Macquarie is a university engaged with the real and often complex problems and opportunities that define our lives. Since our foundation 60 years ago, we have aspired to be a different type of university. Over the years, we’ve grown to become the centre of a vibrant local and global community. Connect with us today .

To Apply

To be considered for this position, please apply online by submitting your CV and a separate (2-page maximum) cover letter that demonstrates how you meet the following selection criteria:

• Relevant degree and/or experience

• Demonstrated knowledge and expertise of student services and support processes, including course and degree structures 

• Strong customer service focus and ability to work and communicate effectively with a diverse range of stakeholders, including staff and students. 

• Demonstrated experience interpreting complex policies and procedures, with ability to provide quality and timely advice across a broad range of matters and issues 

• Evidence of highly developed communication skills (written and verbal), with proven ability to maintain confidentiality and exercise judgment to effectively manage complex and sensitive student issues.

• Intermediate computer skills, including Microsoft Office Suite, Student Management Systems or other Customer Relationship Management (CRM) systems, with a proven ability to analyse and manipulate data.

Appointment Type: Full-time, continuing.

Salary: Level 6 from $93,017 to $102,676 per annum, plus 17% employer’s superannuation.

Enquiries: Patty Hodgson, Education Services Delivery Manager at

If you're already part of the Macquarie Group (MQ University, , MQ Health, MGSM), you'll need to apply through your employee Workday account. To apply for this job: Login to Workday and go to the Careers App > Find Jobs.

Applications Close:

30/04/2024 11:59 PM

Diversity and Inclusion

Innovation and ingenuity thrive at Macquarie University when diversity, equity and inclusion take centre stage. At the University, we embrace a culture where diversity of background, experience and perspective are fundamental to our success.

We do not discriminate on gender identity, age, culture, disability, sexuality, Indigeneity, family and caring responsibilities or religion. See our journey towards leadership in Equity, Diversity and Inclusion in Higher Education.

Flexible Work

 

At Macquarie, we believe by providing flexibility in when, where and how work is done, we can support our staff to manage their personal commitments, while optimising their work performance and contributions to the University. See how we lead in flexible work to enable an outcome focused and inclusive workplace. To learn more about our culture and hiring process, explore our Candidate Resource Hub .

Full-time