Senior Consultant

Role type: Full-time; Fixed term for 6 months
Department: Client Services
Salary: UOM 6 - $100,847 - 109,163 p.a. plus 17% super

• Deliver exceptional service excellence / Manage and resolve complex service issues / Enhance skills in a collaborative environment
• Apply now to excel in customer service and support, ensuring seamless operations and satisfaction within our Service Delivery domains
• Investing in you - benefits package including salary packaging, health and wellbeing programs, discounted services, and professional development opportunities

The University of Melbourne
We take pride in our people, who all contribute to our mission to benefit society through the transformative impact of education and research. Discover more via our website.

Your next career opportunity
As a Senior Consultant, you will thrive in delivering customer service excellence, managing multiple queues, and resolving service issues with precision. You will have the opportunity to specialise in one or more Service Delivery domains, providing expert support, training, and development to staff while acting as an operational and technical escalation point. Your role will be pivotal in maintaining high customer satisfaction and ensuring the smooth operation of service delivery across the University.

Your responsibilities will include:

• Efficient Ticket Management: Diagnose, prioritise, and action support tickets within your domain, ensuring accurate resolution and high customer satisfaction
• Provide Domain Expertise: Deliver transitional assistance and continuous service improvement, enhancing professional knowledge and skills within your domain
• Support and Mentor Staff: Forge strong relationships, provide training, and act as an escalation point for peers and junior staff in Service Delivery Teams
• Ensure Compliance and Quality: Adhere to the University's risk management framework, maintaining high standards of OH&S and quality assurance

You may be a great fit if:
You will possess significant domain knowledge and experience in service operations, demonstrating excellent communication skills and a collaborative approach to effectively manage and resolve service issues.

You may also:

• Have undergraduate qualifications in a relevant discipline or equivalent experience
• Exhibit strong communication skills, adapting style to engage with diverse stakeholders
• Demonstrate significant domain knowledge in one or more Service Delivery domains
• Possess industry-based Service Centre training or experience in delivering customer solutions
• Have a proven track record in a service operations environment within a large organisation

For further information please refer to the attached PD.

What we offer you!
We offer the opportunity to be part of a vibrant community and enjoy a comprehensive range of benefits to support your success and sense of fulfillment, including:

• Supportive flexible work arrangements underpinned by our commitment to inclusion and well-being
• Progressive, considerate leave provisions to empower your work-life balance
• Salary packaging and access to a range of discounted services including Bupa health insurance
• Health and well-being services including a leading Employee Assistance Program

For more information check out our benefits page!

Your new team – Client Services
Client Services is an omni channel service access and delivery group, Customer Relationships, Digital Dexterity, Service Management Practice Single point of first contact for service consumers focused on user experience and service improvement. There are four teams in Client Services:

• Service Delivery
• Digital Workplace Services
• Service Management Practice
• Relationship Management

Be Yourself
The University of Melbourne is an Equal Opportunity Employer and a child-safe organisation. We believe the diversity of our community enriches us all, and we are committed to creating an inclusive and fair workplace where everyone is valued, respected, and empowered to succeed. We welcome applicants from all backgrounds, identities, and experiences. Discover more about Diversity and Inclusion at UniMelb.

We're committed to a barrier-free recruitment process and ongoing workplace support, providing reasonable adjustments throughout. We warmly encourage applications from people with disabilities. For assistance, please contact Kim Groizard on +61 3 9035 3218 or at [email protected] (subject: 'Recruitment Adjustments'). Contact details for other enquiries are located at the bottom of this page.

Find more information for applicants requiring reasonable adjustments.

Aboriginal and Torres Strait Islander Applicants
We aspire to be the University of choice for Indigenous Australians. Our Indigenous strategy, Murmuk Djerring outlines our investment and support for Aboriginal and Torres Strait Islander staff and students.
  
Indigenous applicants are encouraged to connect with our Indigenous Employment & Development team at [email protected] for further information and support. 

Please note: This role requires current valid work rights for Australia. Visa sponsorship is not available.
 

A Working with Children Check (WWCC) is required for all positions. If successful, we'll guide you through the WWCC application process during onboarding and reimburse the cost.

Join Us and unlock your career potential!
 If this role is right for you, please apply with the following documents:

• Resume

• Cover Letter outlining your interest and experience

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Please note that you are not required to respond to the selection criteria in the Position Description.

Learn more about the application process, including tips and FAQs.

For recruitment queries, email Alex Spezza [email protected]. Include the Position Number and Job Title in the subject line. Please do not send applications to this email address.

For job-specific queries, refer to the contact details in the Position Description.

Applications close: Sunday 1st February 2026 11:55 PM; Melbourne time zone.

Position Description: JR-008284 - Senior Consultant - PD.pdf