Customer Service and Programs Team Lead

About the role

We are seeking a Customer Service and Programs Team Lead to oversee a fast-paced customer support function within the Centre for Continuing Education. This role leads a dedicated team delivering enquiry management and administrative support, ensuring excellent service outcomes for our students and facilitators at CCE building and online. You will play a key role in overseeing a wide range of student enquiries into our public program, facilitator coordination, and actively contribute to CCE's annual cycle of business planning and reporting. Your key responsibilities will be to: coordinate a team managing high-volume customer enquiries to ensure effective and accurate service delivery (students and facilitators) oversee issue resolution processes to ensure timely and appropriate outcomes (students and facilitators) ensure accurate client record management within university systems and compliance with reporting standards assist with program planning and scheduling coordinate administrative activities related to facilitator employment records actively contribute to reporting and present regular updates within your business area manage team resources, including rosters and backfilling for your team where necessary. About you experience leading or supervising teams in a high-volume customer service environment demonstrated experience working in a large, complex organisation strong experience using CRM systems and managing client data and reporting advanced experience using Microsoft applications (Word, Power Point, Teams and Excel as a must-have) proven ability to manage operational processes including enquiries, issue resolution and administrative workflows bachelor degree and relevant combination of training and experience ability to interpret data, monitor performance and drive service improvements. Sponsorship / work rights for Australia You must have unrestricted work rights in Australia for the duration of this employment to be eligible to apply. Visa sponsorship is not available for this appointment. Pre-employment checks and declarations Your employment is conditional upon the successful completion of all pre-employment or background checks required for the role in terms satisfactory to the University. Also, to meet the University's obligations under the National Higher Education Code to Prevent and Eliminate Gender-Based Violence you will be asked to declare if you have been investigated for, or found to engaged in, sexual harm or gender-based violence in the course of previous employment or in a legal process. Similarly, your ongoing employment is conditional upon the satisfactory maintenance of all relevant clearances and background check requirements. If you do not meet these conditions, the University may take any necessary step, including the termination of your employment. EEO statement At the University of Sydney, our shared values are trust, accountability and excellence and we strive to be a place where everyone can thrive. We are committed to creating a University community that thrives through diversity and reflects the wider community that we serve. We deliver on this through our commitment to diversity and inclusion , evidenced by our people and culture programs, as well as key strategies to increase participation and support the careers of Aboriginal and Torres Strait Islander People , women , people living with a disability , people from culturally and linguistically diverse backgrounds , and those who identify as LGBTQIA+ . We welcome applications from candidates from all backgrounds. We are proud to be recognised as an Australian Workplace Equality Index (AWEI) Platinum Employer. Find out more about our work on diversity and inclusion . How to apply Applications (including a cover letter, CV, and any additional supporting documentation) can be submitted via the Apply button at the top of the page. For employees of the University or contingent workers, please login into your Workday account and navigate to the Career icon on your Dashboard. Click on USYD Find Jobs and apply. For a confidential discussion about the role, or if you require reasonable adjustment or any documents in alternate formats, please contact Tooba Fida, Recruitment Operations by email to tooba.fida@sydney.edu.au © The University of Sydney The University reserves the right not to proceed with any appointment. Click to view the Position Description for this role. Applications Close Wednesday 01 July 2026 11:59 PM

Benefits

Additional Information

Full time, fixed term until 30th September 2027 Opportunity to lead a high-performing customer support team in a fast-pace environment Base Salary $112,628 + 17% superannuation Professional development opportunities Flexible working conditions: up to 2 days working from home on a 5-day week

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