Contact Centre Agent - Casual Professional

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. 

This is a casual position being offered at the HEP Level 3 classification and the salary range is $41.27 per hour. The successful candidate will be required to work in-person at our Whitten Oval Campus.

Position Key Duties

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

• Providing high-quality, accurate, timely and documented advice to students on a range of general matters
• Providing high level customer service
• Documenting and logging all customer interactions accurately in the contact centre system
• Handling Inbound calls, Email, Chat, and Outbound calls (when required) and inquiries from both current and future students and stakeholders professionally and efficiently, navigating student business systems quickly and effectively to provide accurate information and assistance. 

Position Details

• Classification: HEP Level 3
• Salary: $41.27
• Employment Type: Casual
• Location: West Footscray 

For a detailed overview of the role’s duties and responsibilities, please refer to the Contact Centre Agent (Casual) duty statement

About You

To succeed in this role, we are looking for candidates who possess the following Key Selection Criteria:

• Customer Service Focus: Ability to manage both simple and complex inquiries, resolve issues, and provide information on a range of student-related matters.
• Customer Service Experience: Strong customer service skills with passion about delivering exceptional experience. The ideal candidate will possess excellent communication and interpersonal abilities, with a talent for problem-solving and building rapport. The candidate should also be able to handle inquiries with empathy and efficiency, remain calm under pressure, and work collaboratively in a fast-paced environment.
• Attention to Detail: Demonstrated attention to detail and accuracy in a high-volume environment, with the ability to confidently use administrative systems and follow complex processes to ensure data integrity and consistency.
• Contact Centre Experience: Proven experience interacting with customers or students via phone, chat, and email. (Desirable)
• Technical Skills: Proficiency with systems used in Student Services & Administration, especially Student One and Right Now (Desirable), as well as experience in a contact centre environment.

Requirements

• Fully available to work during peak enrolment periods (December, January, and February) and Mid-Year (July).
• Must be available to work at least 3 days per week.
• Flexibility to work during extended hours of normal operations (as required).

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.

Applications must be submitted as a single document comprising:

• A cover letter addressing the Key Selection Criteria,
• Your curriculum vitae/resume, 
• Evidence of applicable qualifications, licences and registration

Note: Applications which do not include a cover letter and address the selection criteria will NOT be considered and no applications will be accepted if submitted through email.

Applications will close 29/10/2026. 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.

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