Contact Centre Agent

About VU:

At VU, we aim to be one of the leading impact universities in the world. VU is an impact driven university committed to equity, excellence and opportunity. Based in Melbourne’s west and connected globally, we put students first through the VU Block Model®, dual sector pathways and strong industry partnerships. We are a values led, inclusive workplace where diverse talent is supported to make a real difference.

About the Team:

The Student Contact Centre is the first point of contact for current and future students at Victoria University. Our team delivers high-quality support across phone, email, and live chat, assisting with enquiries related to admissions, enrolment, fees, timetables, and student services. We are a collaborative and student-focused team committed to providing exceptional customer experiences and helping students succeed throughout their journey with VU.

About the Role:

We are seeking a candidate to join the Brand & Marketing collaborative and high performing team, responsible for handling inquiries, resolving routine issues, and delivering information about various student-related matters by exercising good judgement, sensitivity and discretion.

You’ll be responsible for maintaining positive and helpful interactions with students across various channels (phone, email, live chat etc.) while also effectively navigating student business systems to provide accurate and timely assistance.

We are currently hiring for multiple full-time continuing positions (36.75 hours per week) being offered at the HEP Level 4 classification and the salary range is $72,808 per annum - $77,259 per annum, plus 17% employer superannuation contributions. The successful candidate will be required to work full-time on-site at our Whitten Oval Campus.

Position Key Duties:

An example of your responsibilities or duties you may perform will include:

• Applying sound interpersonal, written, and oral communication skills, interacting with individuals from diverse backgrounds to provide student service at the performance and quality standards defined in the Student Services Customer Service Framework and the Student Advising Model. 
• Resolving issues identified through student inquiries regarding enrolments, fees, timetabling, and other related matters, acting to resolve the problems, or where appropriate, referring / escalating to Student Advisors and Team Leaders for resolution. 
• Handling inbound / outbound calls and inquiries from students and stakeholders professionally and efficiently, navigating student business systems quickly and effectively to provide accurate information and assistance. 
• Assist with the operation of the University Switchboard, responding to and directing incoming calls and ensuring a positive and professional customer experience.

Position Details:

• Classification: HEP Level 4
• Salary: $72,808 - $77,259 per annum + 17% Superannuation
• Employment Type: Full Time, Continuing
• Hours per Week: 36.75
• Location: West Footscray

For a detailed overview of the role's duties and responsibilities, please refer to the Contact Centre Agent Position Description

About You:

The ideal candidate will possess:

• Well-developed interpersonal, verbal and written communication skills
• Proven ability to work with in all aspects of word processing, including Microsoft Word, Excel
• Access and Outlook, and to quickly gain working knowledge of any University based online system

Please note: The University is a Child Safe organisation. You will be required to hold a current Employee - Working with Children Check (WWCC) or be willing to obtain one prior to commencing employment.

Who to Contact?

For further information relating to the position, please contact: 
Name: Jody Pyman 
Position Title: Team Leader
Email: [email protected]

How to Apply:

To submit your application please click on the Apply button.

• A cover letter 
• Your curriculum vitae/resume 
• Your responses addressing all selection criteria located in the position description 
• Evidence of applicable qualifications, licences and registration

Applications will close Sunday 9^th August at 11:59pm. This advert may close earlier should a suitable candidate be identified. Early applications are strongly encouraged. 

Visa sponsorship is not available for this position. This role requires for applicants to have full and permanent working rights in Australia. 

Why Join VU: 

VU provides competitive salaries, excellent superannuation, and a variety of benefits. The university fosters an environment where staff can excel, achieve their goals, and develop their careers. With a focus on diversity, inclusion, and family-friendly policies, VU supports both professional and personal well-being. For more information, please visit our Careers at VU Webpage 

Our Commitment:

Victoria University is committed to fostering an inclusive, respectful, and socially responsible community. We honour our deep diversity by respecting First Nations perspectives and embedding sustainable approaches to Protecting Country, while championing progressive inclusivity for all—embracing Aboriginal and Torres Strait Islander peoples, people with disability, culturally and racially marginalised communities, LGBTQIA+ individuals, and people of all ages and socio‑economic backgrounds. As a WGEA Employer of Choice for Gender Equality, we strive to create a place where everyone feels they belong, and we ensure a positive, barrier‑free recruitment experience by providing adjustments and accessible formats upon request at  [email protected] or (03) 9919 5999.