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• Employment Type: 2x Full Time permanent + 1X Full-Time Fixed Term (parental leave cover until July 2027) 

• Remuneration: $92k + 17% superannuation (Level 5) 

• Location:  Kensington/Paddington NSW 

Please note that this position is advertised under a different job title; internally, the role is known as an Administrative Officer. 

Why your role matters 

This role plays a key role in delivering high-quality student services, providing support in person, virtually, and over the phone across a broad range of enquiries. With a strong focus on the student experience, the postholder ensures that all interactions and activities within the Hub Operations team are student-centred. The role also supports ongoing efforts to improve service quality and operational processes. 

We are recruiting for multiple opportunities. As part of the application process, you will be asked which role you would like to be considered for. The roles report to a Team Leader and support various faculties (allocation to be decided depending on strength/experience).  

To find out more about the Nucleus Student Hub where these roles sit, you can visit: https://www.unsw.edu.au/student/contact-us   

Specific accountabilities for this role include:   

• Efficiently respond to students’ enquiries via a variety of media and channels, including face-to- face, online or over the telephone and escalate when referral to a specialist advisor (the Senior Administrative Officer) if necessary. 

• Provide timely, accurate advice and assistance to students, guiding them through administrative processes to help resolve any issues. 

• Undertake a case management approach to resolving student enquiries and maintain relationships with key stakeholders to facilitate resolution. 

• Contribute to the overall operation of student services during peak periods, by providing support to large numbers of students regarding enrolment, class registration and all other student administration functions. 

About You

We are looking for someone who is aligned with UNSW’s vision and values and comes with:  

• Experience providing high-quality customer service and advice on complex or sensitive matters, ideally in a student-facing environment 

• Excellent written and verbal communication skills, with the ability to communicate effectively with students, staff and stakeholders from diverse backgrounds

• Demonstrated ability to interpret and apply policies and procedures, provide accurate advice, ensure compliance, and exercise sound judgement when resolving or escalating enquiries

• Proven ability to manage student enquiries from initial contact through to resolution using a case management approach, while maintaining accurate records and attention to detail

• Excellent organisational and administrative skills, with the ability to manage high volumes of work, competing deadlines, and shifting priorities while maintaining accuracy

• Demonstrated initiative, sound judgment, and problem-solving skills with the ability to identify practical solutions and deliver positive outcomes

• Proven ability to build collaborative relationships and work effectively with colleagues and stakeholders to achieve positive student outcomes

• Experience contributing to continuous improvement by identifying opportunities to enhance processes, documentation and customer service delivery

• Demonstrated commitment to delivering an outstanding student experience while supporting high-volume service delivery during peak periods and across multiple service channels

Candidates will need to have ongoing working rights – this role is not available for sponsorship.   

Although some flexibility may be possible, you are expected to be on campus full time during the initial weeks of training and primarily on campus thereafter due to the nature of the role. 

This role requires working from the Student Hub at the Kensington and Paddington campuses to support in-person student enquiries, with availability to work during the Christmas/New Year period and occasional weekends or after hours as required. 

Recruitment process: Please submit your resume as well as cover letter that addresses your motivation and your suitability for the role addressing all points under the “about you” section of the job ad.   

Applications close: 19 August 11.55PM . We will start the shortlisting process only once the job closes so don't worry if you don't get any update until the end of August. 

Get in touch for any question or support: Anne de Voronine, Talent Acquisition Associate, a.de_voronine@unsw.edu.au   

Applications cannot be accepted if sent directly to the contact listed.  

If you are also interested in the Senior Student Enquiries Officer currently advertised, please submit a separate application. 

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Pre-Employment Checks   
As part of our recruitment process candidates may be required to undergo pre-employment screening, which may include reference checks, qualification verification, right-to-work verification, and criminal history screening where relevant to the role.   

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. The University reserves the right not to proceed with any appointment.