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Assistant Client Service Officer (Student Information Services)
Student Business Services, Division of Administrative Services
A vacancy exists for an Assistant Client Service Officer (Student Information Services), Student Business Services (Gardens Point campus). Appointment is ongoing, full-time.
Salary: $42 233 to $44 435 pa; junior rates commence at $21 117 pa
DUTY STATEMENT
Purpose of Position
The Assistant Client Service Officer (Student Information Services) provides quality customer service in response to face-to-face, telephone, email and fax enquiries from staff and students of QUT and members of the community, and provides a referral service to other departments across the University. The officer must deal with complex enquiries from prospective and current undergraduate and postgraduate students both domestic and international, and from university staff and the general community. The position is responsible for delivering a quality client service ensuring that QUT service standards are maintained.
The position also assists in the provision of cashier duties conducted through the Student Centre area. This will require the Assistant Client Service Officer (Student Information Services) to process petty cash claims and student loans, to receipt payments for a range of financial transactions, and to prepare reports on a roster basis.
Student Business Services staff members are expected to contribute to work across the department by participating in cross-functional projects, teamwork, exchanges, and rotation, and may be required to work across all three QUT campuses.
Organisational Relationships
The Assistant Client Service Officer reports to the Campus Coordinator who will provide leadership and guidance on rosters and day-to-day activities. The Campus Coordinator is responsible for performance and planning reviews. The position works in a team-based environment. All Assistant Client Service Officers are expected to work on a cooperative basis with their colleagues in Student Information Services and with Student Business Services department and staff across the University.
Duties include:
- Work within the service standards developed for the Student Information Services centre.
- Provide a high standard of customer service by taking ownership of face-to-face and inbound customer calls relating to prospective and current domestic and international students enquiring about undergraduate and/or postgraduate studies or about student business related policies and procedures.
- Determine customer needs through the use of strategies including questioning, negotiation, problem-solving and conflict management skills, and provide call resolution in accordance with departmental service standards.
- Provide assistance and guidance to students attempting to access on-line services.
- Perform Cashier duties on a rostered basis including: operate the financial receipting system, prepare daily reports, process petty cash claims, pay student loans on prescribed limits, balance floats, and respond to general enquiries on financial services of the University.
- Provide a referral service for the Student Support Services area for students requiring specific counselling or health services, and more complex information on Student Support Services related matters such as student accommodation.
- Facilitate communication between students with complex issues and the appropriate officers within the relevant client service area.
- Respond to counter enquiries, phone calls and emails in a prompt, courteous, and professional manner.
- Ensure that consistent, accurate, up-to-date information is delivered in a highly professional, customer service focused manner, either over the counter and/or phone or through email, and monitor and report on problems and solutions to the Client Service Officer and Coordinator.
- Maintain accurate statistical records of enquiries for use in reports and papers.
- May be required to represent the university in a range of forums to internal and external audiences such as Course and Careers Day, TSXPO, project teams and, where necessary, training and information seminars for staff.
- Use a variety of communication and interpersonal skills to interact effectively with customers and co-workers while maintaining a safe, healthy and equitable environment.
- Contribute positively to individual, team and organisational effectiveness, including performance planning and review, quality program, team meetings and skills development.
SELECTION CRITERIA
Essential:
- Education, training and/or relevant experience equivalent to completion of an associate diploma level qualification, in conjunction with relevant work related experience.
- Demonstrated commitment to and experience in delivering a high level of customer–focused service.
- Demonstrated oral and interpersonal communication skills of a high order, including experience in identifying, understanding and acknowledging customer needs.
- Demonstrated ability to prioritise and organise workload and timeframes to meet deadlines imposed in a high pressure environment.
- Demonstrated ability to communicate professionally, succinctly and accurately with a diverse range of people who at times may be angry or upset.
- Ability to respond to customer emails in a prompt, courteous, and professional manner while demonstrating an awareness of the potential implications of written responses.
- A sound of knowledge of, or the ability quickly to gain knowledge of, the broad range of student rules, policies and procedures at QUT.
- Demonstrated commitment to working as a productive member of a service-oriented team.
- Demonstrated experience in problem solving skills, developing solutions that are mutually acceptable to both parties, while maintaining a professional manner under pressure.
- Ability to locate and compile relevant data from different sources for problem resolution using databases such as the student information system and QUT Virtual.
- Demonstrated experience in the use of information technology such as word processing, spreadsheets, and Internet applications.
- Ability to comply with health and safety policies and practices in the workplace.
Desirable:
- Experience working in a university enquiry counter environment.
- Experience working in a student administration department.
INTERNAL ONLY: Only staff currently on the QUT payroll or engaged at QUT through a temporary agency for a continuous period of three months or more, QUT Student Guild staff or Aboriginal and Torres Strait Islander people are eligible to apply for the position and should submit application directly to the QUT Human Resources Department.
Information for Applicants
This position is located in the ‘Opportunities open only to QUT Staff and Indigenous Australians’ section. This position is only open to Indigenous Australians, QUT Staff or QUT Student Guild staff who are Australian or New Zealand citizens or Australian permanent residents and who are legally entitled to work in Australia.
This position is ongoing and applicants must be Australian or New Zealand citizens or be an Australian permanent resident at the time of the closing date to be eligible for this position.
Applicants are required to notify the University of any immigration restrictions that may preclude them from fulfilling the terms of any contract of employment offered at QUT.
Smoking is not permitted in QUT buildings, inside QUT vehicles or in any area not designated as a smoking area.
FURTHER INFORMATION: Before submitting an application, applicants should refer to QUT’s conditions of employment, applying for positions and information about the University. For further information regarding the position contact Mr Joshua Leuner on 3138 5200, e-mail: j.leuner@qut.edu.au. If you require further information on conditions of employment contact the Human Resources Department on 3138 4148 or e-mail: k.buffey@qut.edu.au.
APPLICATIONS: Applications and envelopes should quote 28192. Applicants are encouraged to systematically address the selection criteria and include a copy of their curriculum vitae plus the names and contact details of three professional referees. Applicants should
attach the application
cover sheet to
their application.
WHERE TO SEND YOUR APPLICATION:
Please submit your application via ONE of the methods below.
E-mail: jobapplications@qut.edu.au
Fax: (07) 3138 4188
Closing date for this position is 23 May 2008.
After the closing date, you can check the status of
the recruitment process. QUT is an equal opportunity employer and employer
of choice for women.
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