- Employment Type: Full Time Continuing role
- Remuneration: Level 5: from $85,717 + 17% superannuation + leave loading
- Location: Kensington, NSW
About UNSW
At UNSW, we pride ourselves on being a workplace where the best people come to do their best work. We aspire to be Australia’s global university, improving and transforming lives through excellence in research, outstanding education and a commitment to advancing a just society.
Estate Management is one of the largest non-academic units at UNSW. We provide comprehensive services and advice to faculties, divisions and the university executive team, including master planning, infrastructure planning, development and construction, refurbishment, maintenance, and environmental management. Additionally, we offer a wide range of logistics and support services to ensure a safe and secure campus environment.
Why your role matters
The Customer Relations Officer is the main contact for UNSW community and visitors regarding works, services, maintenance, and Estate Management (EM) queries. They handle communications via phone, email, and reception, and manage enquiries related to the University’s main phone line and Chancellery room bookings. The officer provides relationship management and administrative support to EM and Administration teams, working collaboratively with other Customer Relations Officers and reporting to the Customer Service Team Leader, with no direct reports.
Responsibilities
- Be the first point of contact for Estate Management customers via telephone, email and front desk, answer reports of facility/ estate related faults, issues or improvements.
- Take ownership of all client cases from an end-to-end customer perspective in keeping with SLA requirements as well as coordinating escalation of high and critical incidents.
- Take ownership of assigned WHS Estate Management Action Assignments from initiation to successful completion, by effectively directing them to the appropriate team in EM for resolution. Continuously track Action Assignments to ensure prompt and efficient progress, resolution, and closure.
- Educate customers on EM policies, procedures, and services as required.
- Build and maintain effective relationships with internal and external stakeholders, ensuring customer service is consistently provided at a high level through proactive communication.
- Oversee the works and maintenance requests ensuring information is updated in the Archibus system. Cover the front desk and phone queue at all times in collaboration with the team.
- Liaise with the Asset Planning Management team as required, through two-way communication on escalations, triaging EM requests and other customer related enquiries.
- In conjunction with Office of the CPO, help with administration tasks as required.
- Effectively carry out general office management duties (stationary orders, laminating, binding), as well as assisting in maintaining a presentable office space (common areas, meeting rooms, kitchen).
Skills and Experience
- Proven experience in displaying excellent customer service skills, including experience handling conflict and grievance resolution.
- Demonstrated excellent relationship management skills across multiple stakeholder groups in a similar environment.
- Previous experience and/or knowledge in the construction industry, building maintenance, property management or related industry, is desirable.
- Demonstrated strong interpersonal skills and an ability to build rapport with customers and internal stakeholders.
- Proven ability to work collaboratively in a team and build a continuous improvement culture. Ability to multi-task and manage competing demands and priorities.
- Ability to show adaptability to working practices changes.
For further details on role responsibilities and skills & experience required, refer to the position description found under the position listing on Jobs@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:
- Career development opportunities.
- 17% Superannuation contributions and additional leave loading payments.
- Additional 3 days of leave over Christmas period.
- Discounts and entitlements (retail, education, fitness).
For further details on the benefits, please visit https://www.jobs.unsw.edu.au/lifestyle-benefits
To Apply: If this is of interest to you, please submit your application online: CV, Cover Letter and responses to the Skills and Experience outlined in the position description.
Sponsorship is not available for this role, full Australian working rights are required on application.
Contact: Tai James - Talent Acquisition Consultant tai.james@unsw.edu.au
Please apply directly through the website, applications sent to the contact above will not be accepted.
Applications close: 11.55pm, Sunday 9 March 2025
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.
