Customer Support Officer

Position Details

• Full-Time | Continuing

• Professional HEO4 | $76,140 - $82,119

• Location: Bedford Park / Kaurna Country

• View Position Description

Flinders University acknowledges the Traditional Owners and Custodians of the lands on which its campuses are located. These are the Traditional Lands of the Arrernte, Dagoman, First Nations of the South East, First Peoples of the River Murray & Mallee region, Jawoyn, Kaurna, Larrakia, Ngadjuri, Ngarrindjeri, Ramindjeri, Warumungu, Wardaman and Yolngu people.

We honour their Elders past, present and emerging.

About the Role

This position contributes to the University’s strategic plan to changing 10 million lives, Every One Matters, by 2035 through the effective delivery of student centric solutions and supporting research which strengthens communities. 

You will need a passion for customer service as you deliver consistent, high quality customer experience to a diverse range of internal and external stakeholders as part of a centralised, close-knit customer service team.  Flinders use multiple communication channels including phone, email and online systems managing enquiries, service requests and complaints relating to Property, Facilities and Development services.

Some of the key position responsibilities include:

• Assessing, interpreting, triaging and analysing incoming enquiries to determine the most appropriate course of action, applying established service standards, procedures and knowledge resources to ensure efficient, accurate and consistent outcomes.

• Monitoring and managing the progress of all logged requests, following up as required to ensure completion within agreed service level timeframes, while maintaining clear, timely and empathetic communication with customers throughout the lifecycle of each request.

• Managing and resolving complaints in a professional, respectful and compassionate manner, ensuring customers feel heard and supported, and escalating issues appropriately in accordance with organisational procedures when required.

• Maintaining and analysing accurate records of all customer interactions and service requests, while identifying trends, recurring issues and opportunities to improve processes, systems and the overall customer experience

The filling of this position is intended to constitute a special/equal opportunity measure under section 8(1) of the Racial Discrimination Act 1975 (Cth), and section 65 of the Equal Opportunity Act 1984 (SA). The position is therefore only open to Aboriginal or Torres Strait Islander people. The successful candidate will be required to provide Confirmation of Aboriginal and/or Torres Strait Islander descent

About You

Your previous experience in a customer service/front facing role has equipped you with excellent interpersonal, written and verbal communication skills, and the ability to engage effectively and professionally with a diverse range of stakeholders, while managing a busy workload. 

The team use various systems and software in the course of their duties, so you will need strong Microsoft Office skills, and experience with CRM systems will be highly valued.

The ideal candidate will also hold appropriate certificate level qualification with relevant work-related experience or an equivalent combination of relevant experience and/or education and/or training.

About Property, Facilities and Development

The Property, Facilities and Development (PFD) team works across all of Flinders’ places, spaces, and physical infrastructure. Working across four key areas: Strategic Planning and Sustainability; Capital Development; Customer and Site Services; and Strategic Projects, we are responsible for the planning, development, capital delivery, management, and maintenance of university spaces to ensure they are fit for purpose and support Flinders to deliver its strategic objectives. The PFD team is leading the planning, development, and delivery of four major strategic projects as the University strives to achieve its bold ambitions. 

Life at Flinders

We're transforming and investing in people and facilities to create contemporary, stimulating, and satisfying learning and work environments that reflect our core values of excellence, innovation, courage, and integrity. Flinders is refocusing its strategic priorities with the aim of elevating its performance to be a top ten Australian university, and amongst the top 1% in the world.

Reaching beyond the limits of buildings, borders, and backgrounds, ours is an inclusive culture that believes absolutely in equality and opportunity for all. We don't just accommodate differences; we embrace and celebrate them.

So, why work at Flinders?

• 17% Superannuation + salary packaging options

• Flexible working arrangements

• Awarded the AHEIA Higher Education Award for Workplace Culture Excellence due to our commitment to wellbeing through our Thriving@Flinders staff wellbeing program

• Wide range of professional development activities and services, including exclusive staff study offers 

• We embrace diversity and promote equity and inclusion for all students and staff, as shown through our three SAGE Cygnet Awards.

• Vibrant campus life and amenities including on campus health care services, gym and childcare centre (Bedford Park, South Australia).

Our Commitment to Reconciliation and Indigenous Employment

Flinders University is proud to be an organisation that is committed to our Reconciliation Action Plan and Indigenous Workforce Strategy. Our vision is to be a preferred employer for Aboriginal and Torres Strait Islander peoples.  We are committed to progressing Indigenous advancement in education, research, employment, and wellbeing, and strongly encourage applications from Aboriginal and Torres Strait Islander peoples for all Flinders vacancies.

• Please see here for our Reconciliation Action Plan 

• Please see here for our Indigenous Workforce Strategy 

Prescribed Conditions for Employment

• Appointment to this role is conditional on the completion of required pre‑employment checks and declarations, each of which must be satisfactory to the University. This includes a Gender‑Based Violence declaration, in accordance with the National Higher Education Code to Prevent and Respond to Gender‑Based Violence (2025), and a Nationally Coordinated Criminal History Check.

• The filling of this position is intended to constitute a special/equal opportunity measure under section 8(1) of the Racial Discrimination Act 1975 (Cth), and section 65 of the Equal Opportunity Act 1984 (SA). The position is therefore only open to Aboriginal or Torres Strait Islander people. The successful candidate will be required to provide Confirmation of Aboriginal and/or Torres Strait Islander descent.

How to Apply and Information

• You are required to submit a CV, along with a Suitability Statement as a separate document, which addresses the below Position Capabilities from the position description

  • Routine to informed problem-solving skills, sound judgement and the ability to resolve issues at first point of contact where possible. The incumbent will be adaptable, proactive and willing to learn new systems and processes, with the ability to work both independently and as part of a collaborative team.

  • Strong digital capability is required, including proficiency in Microsoft Office and experience using customer request or service management systems, along with the ability to accurately record and manage data to support service delivery and continuous improvement

  • Experience in a high-volume, multichannel customer service environment is highly regarded, along with the ability to manage competing priorities, maintain attention to detail and meet deadlines.

For more information regarding this position, please contact Sarah Dehey

Certification

Applications to be submitted before 10.00pm:

At Flinders we embrace and celebrate diversity and encourage applications from Aboriginal and Torres Strait Islander peoples, and people of all ages, ethnicities, abilities, sexual orientations, and gender identities.

Flinders. Fearless.