Continuing Full Time Appointment Professional Level 6 – annual salary $89,487– $95,375 pa Plus 17% superannuation and 4 weeks annual leave Sydney Campus | Gadigal Country Join our vibrant community at Charles Darwin University’s Sydney campus. For over a decade, we have been delivering high quality education to students in the heart of Sydney. As we build on this strong foundation, our campus is experiencing significant growth and is ready for an exciting future. We pride ourselves on offering a personalised and supportive student experience, where close connections between staff and students are at the core of who we are. This is a unique opportunity to contribute your skills and passion to our dynamic team and play a pivotal role in shaping the next chapter of our success. Lead and supervise a front-line student services team to deliver high-quality, compliant, and consistent customer support across multiple channels in a university environment. About the Position As the Team Leader Student Central, you will be responsible for organising the workload and development of a distributed team to respond to enquiries through multiple channels, including phone, in-person, email, and live chat. They will work closely with colleagues across the University, ensuring accurate information and advice to customers and consistency across sectors, colleges, and campus locations. You will also be responsible for overseeing the provision of outstanding customer service to internal and external customers, development of continuous improvement of policies, processes, systems, and work practices. About You To be successful, you will require: Experience coordinating a frontline customer service team (in the vocational or higher education sector preferred), including managing workload and supporting staff to meet agreed service standards in a high demand and variable environment. Strong written communication skills, with the ability to document business processes, guidelines and develop training material. Excellent verbal communication skills, with the ability to communicate complex processes or regulations, to provide clear information to customers and to communicate effectively with staff. Track record in delivering against a schedule of administrative deadlines, with strong organisational skills, project management skills, and personal drive and self-motivation. Demonstrated commitment to continuous improvement of processes and practices and actively providing mentoring and training to staff. An outstanding commitment to customer-service for internal and external customers, and for infusing all teams with a passion for positive outcomes. Advanced levels of technical proficiency in administrative systems and platforms, including the use of large corporate databases and MSOffice software, and contact centre solutions. Commitment to the University’s values. Desirable competencies Demonstrated experience and knowledge of the regulatory requirements for the operation of a customer service team in a dual sector University environment. Experience in leading contact centre improvement projects or programs of work. Remuneration Appointment to this role will be at Professional Level 6. The base salary will be in the range of $89,487– $95,375 per annum. The total remuneration package will be in the range of $104,699- $111,588 per annum, including 17% superannuation. First Nations Priority Recruitment Measures While this vacancy is open to all