Manager, Student Connect

Job no: 492299
Work type: Continuing full time
Vacancy type: External Vacancy, Internal Vacancy
Categories: Education/Training

• Build a University-wide contact centre
• Lead your team to create a strong customer service culture
• Attractive salary package including 17% superannuation 

Conveniently located in Sydney's north-west technology corridor, Macquarie University is set in 126-hectares of park-like campus and has an onsite gym and aquatic centre.  Enrolling approximately 37,000 students, with over 2,700 (full-time equivalent) academic and professional staff, it is fourth largest University in Sydney.  

The Manager, Student Connect has a unique and exciting opportunity to implement change, and provide a seamless contact experience for prospective and current students.Using your strong leadership and technical systems experience you will build and bring together contact channels including face to face enquiries, call centres and online resources, creating a positive environment where contact outcomes and staff capability are the focus, whilst stabilising and growing service levels.

As the Student experience champion you will focus on strategies for continuous process improvement.  With your immediate team you will manage all aspects of contact through a workforce of approximately 75.  Your strong systems experience including the integration of big data and ERP systems will ensure you can track the student experience, set and manage service levels. 

Selection Criteria 

Demonstrated skill and experience in -

• Leading a diverse and complex customer experience operation
• Influencing and negotiating with key stakeholders
• Coaching and mentoring others to build performance and develop capability
• Customer care within an education, member based or other large client servicing organisation
• Demonstrated experience or understanding of managing information technology resources for contact centres.

Salary Package: from $104,598 - $123,090 p.a. (Level 10), plus 17% employer's superannuation and annual leave loading

Appointment Type: Fulltime, Continuing 

For a priority response to your resume please email your resume only (no cover letter) to wbrown@sladepartners.com.au

Confidential telephone enquiries may be directed to Warwick Brown from 10am - 3pm; on 0418 168 523 or 92943348. Applications for this position must be made directly wbrown@sladepartners.com.au (as above). 

PLEASE DO NOT APPLY THROUGH THIS SITE.

Applications close, 11.59 pm on Sunday, 2 December 2012.

Macquarie University is an EO Employer committed to diversity and social inclusion. Applications are encouraged from people with a disability; women (particularly for senior and non-traditional roles); Indigenous Australians, people who identify as GLBTI; and those from culturally and linguistically diverse backgrounds.

Advertised: 22 Nov 2012 Aus. Eastern Standard Time
Applications close: 02 Dec 2012 Aus. Eastern Standard Time