Student Services Representative - Multiple Roles Available

Role type: Full Time; Fixed Term until May 2027 (Multiple roles available in 3 different teams) 
Location: Parkville 
Department: Student and Scholarly Services; Chief Operating Officer Portfolio 
Salary: UoM 4 - $80,400 - $85,328 p.a. plus 17% super  

• Multi-channel future and current student advice / grow admissions and student lifecycle expertise / collaborative Stop 1 and Future Students community 

• Apply now to use your advisory skills to shape outstanding experiences for future and current students. 

• Investing in you – 17% superannuation, benefits package including salary packaging, health and wellbeing programs, discounted services, and professional development opportunities.  

The University of Melbourne  
We take pride in our people, who all contribute to our mission to benefit society through the transformative impact of education and research. Discover more via our website. 

Your next career opportunity: 
Be a key first contact for future and/or current students across phone, online, and in-person channels. Provide tailored guidance by matching prospective students with suitable study options and clearly explaining complex admissions and enrolment requirements. Support current students through important administrative processes across the student lifecycle, ensuring a seamless experience at every stage. As part of the Stop 1 and Future Students teams, collaborate with experts across the University to connect students with specialist support and deliver a consistently high-quality service experience. 

What you will deliver:  

• Provide accurate, timely advice via phone, email, chat and face-to-face, resolving most enquiries at the first contact. 

• Interpret admissions, enrolment, fees and scholarship information,  advise regarding eligibility requirements, explaining options clearly to diverse student audiences and more. 

• Use Salesforce OneCRM and student systems to manage cases, update records, and contribute to shared knowledge resources. 

• Collaborate with Recruitment, Admissions and Student Services colleagues to coordinate referrals, resolve complex issues and improve service processes. 

• Support student events, recruitment activities and peak-period service coverage across campuses and service environments as required. 

You may be a great fit if you:  

• Hold a relevant tertiary qualification and/or bring comparable experience in student-facing or customer service roles. 

• Demonstrate success delivering high-quality service in fast-paced frontline settings, managing competing priorities with professionalism and care. 

• Communicate clearly across phone, email, chat and in-person interactions. 

• Work collaboratively within diverse teams, sharing information, supporting colleagues and contributing ideas for service improvement. 

• Use CRM and student systems confidently, with strong Microsoft Office skills and openness to new technologies. 

• Apply sound judgement, respect confidentiality and handle sensitive or complex enquiries with discretion and empathy. 

For further information please refer to the attached PD.  

What we offer you!  
We offer the opportunity to be part of a vibrant community and enjoy a comprehensive range of benefits to support your success and sense of fulfilment, including:  

• Build future financial security with 17% superannuation 

• Supportive flexible work arrangements underpinned by our commitment to inclusion and well-being  

• Career development opportunities, including access to a range of tailored programs, such as Academic Women in Leadership, and learning platforms including LinkedIn Learning 

• Progressive, considerate leave provisions to empower your work-life balance and well-being, including leading parental leave, gender affirmation leave and cultural leave 

• Salary packaging and access to a range of discounted services including Bupa health insurance, and access to unique cultural and recreational benefits such as discounts for the Melbourne Theatre Company  

• Health and well-being services including a leading Employee Assistance Program  

For more information check out our benefits page!  

Your new team – Student and Scholarly Services 

Contact Centre 

As a Student Services Representative in the Contact Centre, you'll assist students via phone and email, helping them access services and aiming to resolve student administrative issues at the first point of contact. You'll collaborate with Student Services and other University teams, continuously upskilling to provide accurate responses to student queries. As a key point of contact, you'll represent both the University of Melbourne and Stop 1. 

In Person Support 

As a Student Services Representative in In-Person Support, you'll provide hands-on assistance, guiding students to services and resolving queries via multiple service channels. You'll work closely with teams within Student Services and the wider University, learning continuously to improve your ability to assist students. As a first point of contact, you'll represent both the University of Melbourne and Stop 1. 

Future Students 

As a Future Students Advisor, you'll assist prospective students via phone, email and in-person, advising on course eligibility and admissions policies. You’ll match students with relevant courses, provide support with online processes, and refer them to specialist services. Collaborating with teams across Recruitment, Admissions, and Academic Divisions, you'll ensure a smooth experience and contribute to recruitment activities. 

Be Yourself  
The University of Melbourne is an Equal Opportunity Employer and a child-safe organisation. The diversity of our community enriches us all, and we are committed to creating an inclusive and fair workplace where everyone is valued, respected, and empowered to succeed. We welcome applicants from all backgrounds, identities, and experiences. Discover more about Diversity and Inclusion at UniMelb. 

We're committed to a barrier-free recruitment process and ongoing workplace support, providing adjustments throughout. We warmly encourage applications from people with disabilities. Learn more about how we support an accessible recruitment process. 

Aboriginal and Torres Strait Islander Applicants  
We aspire to be the University of choice for Indigenous Australians. Visit our Indigenous staff page to learn more about our investment and support for Aboriginal and Torres Strait Islander staff.  
    
Indigenous applicants are encouraged to connect with our Indigenous Employment & Development team at oied-hr@unimelb.edu.au.  

Application essentials: 

• Visit "apply with us" to learn more about the process, including tips and FAQs. 

• You must have current valid work rights for Australia. Visa sponsorship is not available for this role.  

• A Working with Children Check is required for all positions. If successful, we will guide you through the process and reimburse you.  

• Please upload your resume and a cover letter outlining your interest and experience as part of the application process.  

Want to know more? 

• For queries related to this specific position, please refer to the Hiring Manager attached to the Position Description 

• For questions related to our recruitment process, email Tien at hr-careers@unimelb.edu.au 

• For recruitment adjustments contact Kim Groizard on +61 3 9035 3218 or at hr-careers@unimelb.edu.au (subject: 'Recruitment Adjustments').  

Apply today, and join a community that’s shaping the future. 

Applications close: Monday, 6th April 2026 11:55 PM; Melbourne time zone.  

Position Description: 

PD_Contact Centre - JR-011921 Student Service Representative.pdf 

Hiring Manager: Anber Celik (anber.celik@unimelb.edu.au) 

PD_In Person Support - JR-011923 Student Services Representative.pdf 

Hiring Manager: Laura Cesile (laura.cesile@unimelb.edu.au) 

PD_Future Students - JR-006507 Future Students Representative.pdf 

Hiring Manager: Susan Berryman (susan.berryman@unimelb.edu.au)