OVERVIEW The Student Connect Coordinator role at Griffith University supports the delivery of high-quality, student-focused services across the entire student lifecycle. Based in Brisbane, this position sits within a busy, multi-channel service environment and plays a key role in ensuring students receive timely, accurate support. The role is well suited to professionals who enjoy coordinating people, processes, and priorities while contributing to positive student experiences. KEY RESPONSIBILITIES – Be the first point of contact for escalated student enquiries, providing clear guidance and helping resolve issues – Coordinate daily workloads and adjust priorities during peak service periods – Assist with roster management to ensure coverage across in-person, phone, email, and digital service channels – Monitor and triage team chat channels, sharing updates and escalating issues when required – Provide Tier 1 support to students and complete associated administrative tasks such as standard documents, official letters, and ID cards – Contribute to the development and maintenance of internal knowledge articles and continuous improvement initiatives – Work with internal stakeholders on complex matters and support complaint investigations – Assist with recruitment, induction, and training for new staff and casual employees REQUIREMENTS – Strong organisation and communication skills with a practical problem-solving mindset – Comfort working in a fast-paced, team-based environment and using digital tools – Experience in a busy customer service or student support environment – Ability to manage competing priorities in a fast-paced setting – Proven ability to work collaboratively across teams and with stakeholders – Keenness to improve ways of working and support the learning and development of others WHY THIS ROLE MATTERS Student-facing service teams are often the primary point of contact between a university and its students, shaping how supported and informed students feel throughout their studies. This role helps ensure service quality, consistency, and responsiveness, particularly during peak periods or complex situations. By coordinating people and processes behind the scenes, the Student Connect Coordinator directly contributes to a smoother student experience and more effective service delivery. BONUS: APPLICATION ADVICE – Use your cover letter to clearly link your past experience to coordinating teams, managing enquiries, and improving service processes. – Provide concrete examples of working in fast-paced customer service or student support environments, especially where prioritisation was critical. – Highlight experience with digital service channels, knowledge bases, or case management systems where relevant. – Demonstrate your ability to collaborate across teams and support colleagues through training, induction, or informal coaching. – Review the position description carefully and mirror key language in your application to show alignment with the role’s expectations. – Ensure your application confirms unrestricted working rights in Australia, as sponsorship is not available for this position.