Future Student Contact Centre Officer

Description:

• Future Students

• Full-time permanent position

• Base salary will be in the range $80,523.29 - $89,505.38 +17% Superannuation (HEW Level 5)

• Based at our picturesque St Lucia Campus

We’re seeking a friendly, confident, and self-motivated Future Student Contact Officer to provide timely and accurate advice to prospective students, parents, and key stakeholders. Acting as the first point of contact, you’ll play a vital role in guiding future students through their UQ journey from program advice to campus tours and event support. You’ll need to bring a positive attitude, high attention to detail, and the resilience to juggle fast-paced enquiries, tricky questions, difficult customers, and competing demands, all while keeping people at the centre of everything you do.

This role is ideal for someone who enjoys helping others, thrives in a dynamic, customer-facing environment and builds rapport easily. You’ll be part of a collaborative, fun, and high-performing team that values connection and care, both with each other and the community we support.

The role involves occasional after-hours work and travel to support engagement events. A current open driver’s license is required, as the position includes operating a shuttle cart for campus tours.

Key Responsibilities

• Provide accurate and tailored advice on UQ programs, pathways, admission, enrolment, and student life

• Use empathy and professionalism to support students navigating uncertainty or complex decisions

• Promote and support UQ recruitment events and activities

• Respond to prospective student enquiries via phone, email, and CRM with clarity and care

• Assist in the creation and promotion of communication materials across digital and print platforms

• Develop and maintain strong working relationships with UQ schools, faculties, and external other internal stakeholders

• Maintain effective administrative processes and record-keeping practices, including stakeholder feedback and case notes

• Refer complex enquiries appropriately to relevant internal units

• Support continuous improvement of team systems and services

As part of the UQ community, you will have the opportunity to work alongside the brightest minds, who have joined us from all over the world.

Everyone here has a role to play. As a member of our professional staff cohort, you will be actively involved in working towards our vision of a better world. By supporting the academic endeavour across teaching, research, and the student life, you will have the opportunity to contribute to activities that have a lasting impact on our community.

Join a community where excellence is at the core of our culture, contributions are valued and a range of benefits and rewards are available, such as:

• Up to 26 weeks paid parental leave or 14 weeks paid primary caregiver leave

• 17% superannuation contributions

• 17.5% annual leave loading

• Access to flexible working arrangements including, flexible start/finish times, purchased leave, and a condensed fortnight

• Health and wellness discounts – fitness passport access, free yearly flu vaccinations, discounted health insurance, and access to our Employee Assistance Program for staff and their immediate family

• UQ Study for Staff

• On campus childcare options

• Affordable parking (from just $6.15 a day)

• Salary packaging options

• Completion of a relevant degree, or an equivalent combination of relevant experience and/or education/training

• Strong stakeholder management skills with the ability to build trust quickly, listen with empathy and adapt communication styles to suit the audience

• Knowledge of key university policy and procedures affecting students, or demonstrated ability to rapidly acquire and apply such knowledge

• Excellent oral, written and interpersonal skills including the ability to communicate effectively with diverse groups of people from within and outside the university

• Excellent planning and time management skills with a high level of attention to detail and the ability to prioritise own workload to meet deadlines

• Demonstrated ability to work autonomously and cohesively as part of a team possessing initiative and innovative thinking to problem solve

• Committed and enthusiastic in delivering excellent customer service in high pressure situations

• Experience in the use of a wide range of computer applications particularly Microsoft Word, PowerPoint and Excel or the demonstrated ability to rapidly acquire and apply such knowledge, to access and interpret data held in UQ systems such as SI-Net, Customer Relationship Management Systems and other databases as required

• Eligibility for a Queensland Blue Card is Desirable

• Experience in the higher education sector would be viewed favourably

The successful candidate may be required to complete a number of pre-employment checks, including: right to work in Australia and Criminal Check

You must maintain unrestricted work rights in Australia for the duration of this appointment to apply. Employer sponsored work rights are not available for this appointment.

For more information about this opportunity, please contact Mr Shane Jackson at shane.jackson@uq.edu.au. For application inquiries, please reach out to the Talent Acquisition team at talent@uq.edu.au, stating the job reference number (below) in the subject line.

All applicants must upload the following documents in order for your application to be considered:

• Cover letter summarising how your background aligns to the ‘About You’ section

• Resume

UQ is committed to a fair, equitable and inclusive selection process, which recognises that some applicants may face additional barriers and challenges which have impacted and/or continue to impact their career trajectory. Candidates who don’t meet all criteria are encouraged to apply and demonstrate their potential. The selection panel considers both potential and performance relative to opportunities when assessing suitability for the role.

We know one of our strengths as an institution lies in our diverse colleagues. We're dedicated to equity, diversity, and inclusion, fostering an environment that mirrors our wider community. We're committed to attracting, retaining, and promoting diverse talent. Reach out to talent@uq.edu.au for accessibility support or adjustments.

Applications close Wednesday 7th May 2025 at 11.00pm AEST (R-50942).