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• Employment Type: Full-Time (35-hour week)
• Duration: Fixed Term until July 2026
• Remuneration: Level 7 from $113k to $123k + 17% superannuation and leave loading
• Location:  Kensington NSW (Hybrid Flexible Working)

Why your role matters

In this role, you will be responsible for independently assessing complex and sensitive student applications and appeals related to fee remission. The position demands advanced critical thinking, strong judgment, and a high level of resilience, as it frequently involves engaging with emotionally challenging student situations.

Working autonomously, you will play a key role in supporting and enhancing the processes and systems that underpin student support and decision-making. Your insights and initiative will contribute to the continuous improvement of how applications and appeals are handled, ensuring fairness, clarity, and compassion in every case.

This position reports to the Manager of the Case Review and does not have any direct reports.

Specific accountabilities for this role include:  

• Independently assess and determine outcomes for complex fee remission applications and appeals, applying nuanced judgment in ambiguous or grey areas.
• Interpret and apply relevant UNSW policies, procedures, and government legislation.
• Maintain confidentiality and manage sensitive student information with discretion and empathy.
• Contribute to the development and refinement of application and appeal processes and documentation.

About You:    

• Relevant tertiary qualification with subsequent relevant experience or equivalent competence gained through any combination of education, training and experience.
• Demonstrated experience in managing complex or sensitive matters
• Advanced critical thinking and analytical skills with the ability to make sound, independent decisions
• Strong organisational and time management skills.
• Awareness of the impacts of vicarious trauma and compassion fatigue.
• Excellent interpersonal, written and oral communication skills, including the ability to communicate clear, defensible decisions.
• Proven ability in interpreting and applying policy and procedures.
• Proven ability to work independently whilst contributing to a collaborative team environment
• Experience in using CRM and online case management tools
• Commitment to continuous improvement and student-centred service delivery

For further information on the role & responsibilities, please refer to the position description

How to Apply: Submit your CV and Cover Letter (no more than 2 pages) addressing the selection criteria and outlining your suitability before 11.55pm Sunday 20^th July 2025. Please note: Sponsorship is not available for this role, valid Australian working rights are required on application.

UNSW Benefits and Culture: People are at the core of everything we do. We recognise it is the contributions of our staff who make UNSW one of the best universities in Australia and the world. Our benefits include:

• Flexible Working Options (work from home, flexible hours etc)
• Additional 3 days leave during December festive period.
• Career development opportunities
• Up to 50% discount on UNSW courses
• Flexible 17% Superannuation contributions, additional leave-loading payments and salary sacrifice
• Discounts and entitlements (retail, education, fitness passport)

Job queries contact: Chloe Gane, Talent Acquisition Consultant E: chloe.gane@unsw.edu.au  (applications to the address cannot be accepted, please apply online)

UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff.