Service Centre Support Officer

About the opportunity 

The newly established Service Centre delivers core University services and support to staff and students through easy to access channels to deliver a high quality service experience. The Service Centre aims to engage, enable and empower our customers through the provision of information and problem resolution services across key services or connect them to our specialised Corporate Services teams.   

The Service Centre Support Officer provides first-line support for staff and students seeking information and assistance on a range of core services such as employment, financial transactions and payments, travel, parking, facilities and IT. This position manages a high-volume of routine enquiries, processes and basic requests and is support by extensive knowledge articles, university policy and procedures to ensure advice and wayfinding is accurate and timely.

This position will undergo an extensive and progressive training program to build up knowledge and experience in a range of services and to enable the effective use of our technology platforms.

Key Responsibilities

• Act as the first point of contact for support for CS services, receiving and responding to enquires across multiple channels (Phone, Chat, Digital, In-person) in a timely and professional manner
• Provide professional frontline customer service, ensuring user enquires are handled with empathy and clarity, logged accurately, and resolved or escalated promptly to maintain a positive staff and student experience
• Maintain accurate records of user requests, cases, incidents, and resolutions in the service management system
• Contribute to continuous improvement by proactively identifying opportunities to make processes more efficient and effective. Contribute to the capture of knowledge in the Service Management tool, working in partnership with subject matter experts to ensure the ongoing accuracy and quality of information
• Ensure compliance with relevant legislation and University policies and procedures, including equity and health and safety and exhibit good practice in relation to same.

About you 

• The occupant of this position will hold relevant qualifications or an equivalent combination of relevant experience and/or education/training.
• The successful candidate will show proven proficiency and experience in excellent customer service. You will be passionate about positive client outcomes and have qualifications to help support this. IT skills will be a must as well as an ability to navigate digital systems and orient clients within our educational infrastructure.  

What we can offer 

This is a full time, continuing opportunity based at the Gold Coast campus. As Griffith is a multi-site University you may be required to work across other locations

Griffith University’s campuses are located on the lands of the Yugarabul, Yuggera, Jagera, Turrbal, Yugambeh and Kombumerri peoples.

Salary

HEW 4 – Base range - $76,126.29 - $80,321.54 + 17% superannuation. Full package range - $89,067.75 - $93,976.19.