Full time, 12 months fixed term position. Located at University Garage (H07) on Gadigal Country
Apply your strong customer service skills in response to enquiries from University of Sydney staff and students
Base Salary HEO5, $93,345 - $104,515 p.a. + 17% superannuation
This is a Targeted Aboriginal and/or Torres Strait Islander Position. While we welcome applications from all candidates, this is a targeted role for Aboriginal and/or Torres Strait Islander people. As part of our commitment to diversity and inclusion, Aboriginal and/or Torres Strait Islander candidates will be assessed as a priority. This Exemption is claimed under Section 21 of the Anti-Discrimination Act 1977.
The University of Sydney is welcoming applications for an experienced and motivated Campus Connect Consultant to join the Shared Services’ Centre ICT team.
This Campus Connect Consultant position offers the opportunity to deliver exceptional customer service to University of Sydney staff and students across multiple channels, including telephone, email, web, remote, and the self-service portal.
The Campus Connect Consultant will respond to enquiries in person, by phone, or in writing, ensuring all interactions are professional, accurate, and focused on providing a positive customer experience within agreed service time-frames.
The ICT Team manages a diverse range of tasks including phone support, email, Service Now ticket management and face to face assistance at our Campus Connect Hubs. We're looking for someone with amazing customer service skills—both in writing, over the phone, and in person—who is a great multitasker and quick learner with sound computer skills. You'll report to the ICT Team Leader while potentially being cross skilled across other Shared Services Teams including HR, Consulting and Travel and Expenses team.
The role also encompasses transactional and technical administrative support, alongside investigating, analysing, and resolving basic customer enquiries or processing tasks.
What success looks like:
manage phone enquiries and Service Now tickets through to resolution
provide face to face student and professional staff support at our Campus Connect Hubs situated across the Faculties
identify, nominate, and participate in any continual improvement opportunities across processes, products, services, technology / systems and reporting within the Shared Service Centre
work collaboratively with Shared Service Centre staff members and management, as well as other groups, cohorts, and stakeholders across the University
attend and participate in scheduled individual team and Shared Service Centre wide meetings and forums, when required.
About you :
tertiary qualification in Human Resources, Information Technology or a related field, OR demonstrated substantial customer service and administrative support experience
an understanding of, and respect for, the diverse cultures, histories and perspectives of Aboriginal and Torres Strait Islander peoples
demonstrated high level computer literacy skills and knowledge, with specific proficiency in the Microsoft Office package, email and Interactive Voice Response (IVR) technology
demonstrated high level interpersonal skills and expertise, with the ability to convey information to customers with empathy – both students and staff at all levels of the organisation
excellent customer service and communication skills – both written and oral, as well as a well-developed telephone manner
strong customer service experience, preferably within a shared service or multi-channel support environment
experience in both understanding and interpreting organisational policies and procedures, as well as enterprise agreements
experience using the ServiceNow (or similar) incident logging system
experience with similar building access and contractor management systems, or willingness to learn and quickly become proficient with new systems and tools (such as Gallagher and Contractor Management systems).
Why work with…