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• Employment Type: Full Time Ongoing
• Remuneration: $113926-$123302 + 17% super (Level 7)
• Location: Kensington UNSW Campus

Why Your Role Matters

The Student Enquiries Team Leader, Faculty, oversees the efficient delivery of student enquiries and administrative processes across multiple channels — including face-to-face, online, and phone — at the Kensington and Paddington campuses.

Leading a team of Senior Administrative Officers and Administrative Officers, the role ensures high-quality, consistent service delivery and continuous process improvement across student operations. The position reports to the Enquiries Operations Manager and manages up to nine direct reports.

Main Responsibilities Summary

• Lead day-to-day team operations, including rostering, service delivery, training, and performance management.
• Deliver high-quality, consistent, and student-focused enquiry and administrative services across all channels.
• Collaborate with colleagues to streamline processes and ensure compliance with policies and procedures.
• Drive continuous improvement through reviewing and refining systems and service standards.
• Monitor team performance against KPIs and implement actions to enhance outcomes.
• Analyse enquiry data and trends to inform improvements and support planning.
• Manage complex or escalated student cases in collaboration with the Student Conduct and Integrity Unit.
• Prepare reports and insights on service performance and efficiency.
• Act as delegate for the Enquiries Operations Manager and support broader student services initiatives and projects.

Who You Are

We are looking for someone who is aligned with UNSW’s vision and values and comes with:

• Strong commitment to excellent customer service, with a positive, adaptable, and flexible approach in a dynamic environment.
• Extensive experience in higher education student services and administration, with strong proficiency in complex student systems and data reporting.
• Proven ability to resolve complex issues using sound judgment, initiative, and practical problem-solving skills.
• Excellent organisational skills, with the ability to manage multiple priorities, meet deadlines, and work effectively both independently and collaboratively.
• Demonstrated success in leading and developing high-performing teams that foster innovation and continuous improvement.
• Experience managing the delivery of efficient, high-quality student services.
• Exceptional written and verbal communication skills, with the ability to communicate clearly, negotiate effectively, and build strong relationships.
• Ability to enhance customer service through process improvement and strategic prioritisation.
• Proficiency in Microsoft applications and the capacity to learn and implement new systems; experience with student management systems is highly regarded.

Candidates will need to have ongoing working rights – this role is not available for sponsorship.

The role requires on-site work at The Nucleus: Student Hub (Kensington and Paddington campuses) to support in-person student enquiries, with availability during the Christmas/New Year period and occasional weekend or after-hours work.

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: 

• Access to up to 17% Superannuation contributions and additional leave loading payments 
• Discounts and entitlements (retail, education, fitness)

 Please note - The role requires regular on-site work at The Nucleus: Student Hub (Kensington and Paddington campuses) to support in-person student enquiries, with availability during the Christmas/New Year period and occasional weekend or after-hours work

Recruitment process: Please submit your resume as well as cover letter that addresses your motivation and your suitability for the role addressing all points under the “who you are” section of the job ad.

You can send via the ‘Apply Now’ button. A copy of the Position Description can be found on JOBS@UNSW.

Applications close:  Wednesday 19^th November before 11:45pm

Get in touch for any question or support: Kim Symons, Talent Acquisition, k.symons@unsw.edu.au

Applications cannot be accepted if sent directly to the contact listed

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. The University reserves the right not to proceed with any appointment.