OVERVIEW The Manager, Student Central and Engagement role at The University of Queensland sits at the core of the student experience, leading a highly visible, student-facing service. Based at the St Lucia campus in Brisbane, this full-time, permanent position combines people leadership, service design, and student engagement in a fast-paced university environment. The role is central to how students access support, information, and connection across the institution. KEY RESPONSIBILITIES – Leading and supporting a frontline team to deliver high-quality, student-centred services – Overseeing enquiry management across multiple channels to ensure timely and accurate responses – Acting as an escalation point for complex student enquiries or urgent matters – Driving engagement initiatives, including events and activations within Student Central – Managing intake and triage processes to connect students with the right support services – Coordinating orientation activities that showcase student support and wellbeing services – Overseeing the International Student Supervision Program team, providing pastoral care and support to international students under 18 who are enrolled and living in Brisbane without their guardian REQUIREMENTS – Proven leadership experience managing diverse teams in high-volume, client-facing environments – Strong stakeholder engagement skills, with the ability to influence across dynamic organisations – Experience designing and delivering projects with a focus on measurable outcomes – Ability to prioritise effectively, remain calm under pressure, and deliver high-quality work to deadlines – Understanding of student support services and the needs of diverse and vulnerable cohorts – Demonstrated commitment to trauma-informed and person-centred decision making and service delivery WHY THIS ROLE MATTERS Student Central is often the first point of contact for students seeking help, clarity, or reassurance, making this role critical to student wellbeing and success. Effective leadership in this position helps ensure students receive timely, accurate, and compassionate support during key moments of their university journey. By shaping service delivery and engagement, the role contributes directly to a positive, inclusive student experience. BONUS: APPLICATION ADVICE – In your cover letter, clearly map your leadership experience to managing frontline or student-facing teams in complex environments. – Use concrete examples to demonstrate how you have improved services, managed change, or delivered measurable outcomes. – Highlight experience working with diverse, vulnerable, or international student cohorts where relevant. – Address your approach to trauma-informed and person-centred service delivery with practical examples. – Show evidence of your ability to stay calm under pressure and manage competing priorities. – Ensure your application directly responds to the requirements outlined and stays within the requested page limit.