Senior Contact Service Centre Officer

About the role

In this role, you will provide day-to-day operational support for the Contact Service Centre (CSC), supporting a large casual pool of customer service and sales specialists to deliver consistent, high-quality service. Reporting to the Manager, CSC, you will contribute to service improvement activities across onboarding, training, and quality assurance, while acting as an escalation point for complex prospective student and admission enquiries. You will coordinate practical workforce and administrative requirements including rostering, approving timesheets, and supporting casual contract processes. You will design and deliver onboarding and training programs with clearly documented procedures, and work with team leaders to identify service delivery risks and implement targeted upskilling. You will also build strong relationships with key stakeholders including Marketing (Domestic and International), Scholarships, and other service partners to support campaign performance and customer experience. The CSC is currently located at Hawkesbury campus and is in the process of establishing operations at Penrith campus. This role is operational in nature and requires a strong on-campus presence to support service delivery, particularly during peak periods. You may be required to work across both Hawkesbury and Penrith campuses. Limited flexible working arrangements, including working from home, may be available where service demand and operational requirements allow. Flexibility will be guided by peak periods, call volumes, and the need to provide on-site support to CSC staff. This is a predominantly on-campus role, with limited flexibility available outside peak service periods. What Success Looks Like: Service quality is maintained during peak periods and high call volumes. Complex prospective student and admission enquiries are resolved end-to-end. Rostering, timesheets, and casual contract processes are completed accurately and on time. Onboarding and training improves capability, consistency, and service confidence. Stakeholder relationships support campaign outcomes and continuous service improvement. Please refer to the Position Description for full details. About You Demonstrated experience in a customer service and/or sales role, ideally in a tertiary setting. Strong communication, administration, and case management skills in a high-volume environment. Experience using contact centre, administrative, and student management systems. Demonstrated experience training and developing colleagues, including creating materials. Proven ability to build effective relationships with a range of stakeholders.