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• Employment Type: Full-Time (35-hour week)
• Duration: Fixed Term Contract until Feb 2026
• Remuneration: Level 7/8 from $110k + 17% superannuation and leave loading
• Location:  Kensington NSW (Hybrid Flexible Working)

Why your role matters

The Future Students Enquiry Team Lead is responsible for managing a team of Future Student Advisors who provide accurate and timely advice to prospective students across various contact channels and events. This role ensures a high standard of customer service, monitors team performance against key KPIs, and ensures service level agreements (SLAs) are met.

In addition to overseeing daily operations, the role requires interpreting complex degree and admissions policies to provide correct guidance on enquiries. The Team Lead also manages the use of systems, including the Customer Relationship Management (CRM) platform and telephony software, to streamline processes and improve efficiency.

Contributing to the broader Marketing & Digital Experience team, this role provides reporting, insights, and analysis on enquiry centre performance, prospective student trends, and market insights. Reporting to the Associate Director, Future Student Recruitment, the Future Students Enquiry Team Lead manages a team of seven direct reports.

Specific accountabilities for this role include:  

• Deliver a highly customer-focused service, demonstrating attention to detail, excellence and continuous improvement.
• Oversee day-to-day operations of the enquiry centre including team leadership, rostering, systems management and administration. Ensure that enterprise systems such as CRM are implemented effectively and are fit for purpose.
• Develop and maintain an expert knowledge of UNSW coursework offerings including audience understanding, product knowledge, admissions and entry requirements. Maintain up-to-date knowledge of University policies and procedures.
• Deliver training and coaching sessions to the team to develop quality of service, increase efficiency and drive productivity in conjunction with maintaining up to date sources of information on critical information

About You:     

• A relevant tertiary education with relevant experience or an equivalent level of knowledge gained through any other combination of education, training and experience.
• Experience leading a team to deliver high levels of service and performance, preferably within a contact centre environment.
• Proven ability to work in a high volume, process driven environment with variable workflow patterns and fixed deadlines.
• Excellent written and verbal communication skills with a high level of attention to detail and an ability to work under pressure.
• Advanced level of computer literacy with excellent skills in Microsoft Office applications and databases (e.g. CRM and Power BI).
• Knowledge and experience in the tertiary education sector with a strong understanding of relevant audiences is highly desirable.
• An understanding of and commitment to UNSW’s aims, objectives and values in action, together with relevant policies and guidelines.
• Knowledge of health and safety responsibilities and commitment to attending relevant health and safety training.

For further information on the role & responsibilities, please refer to the position description.

UNSW Benefits and Culture: People are at the core of everything we do. We recognise it is the contributions of our staff who make UNSW one of the best universities in Australia and the world. Our benefits include:

• Flexible working options (work from home, flexible hours etc)
• Additional 3 days leave during December festive period.
• Career development opportunities
• Up to 50% discount on UNSW courses
• Flexible 17% Superannuation contributions, additional leave-loading payments and salary sacrifice
• Discounts and entitlements (retail, education, fitness passport)

How to Apply: Submit your CV & cover letter addressing the key selection criteria (no more than 2 pages) before Monday 10^th March 2025 at 11.55pm.  

Job queries contact: Chloe Gane, Talent Acquisition Consultant E: chloe.gane@unsw.edu.au  (applications to the address cannot be accepted, please apply online)

UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff.