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Why Your Role Matters 

The Senior Student Enquiries Officer, internally called Senior Administrative Officer, delivers high-quality student services across multiple channels — in person, online, and over the phone — ensuring a seamless and student-centred experience. 

The role manages a wide range of student enquiries through effective case management, applying deep knowledge of student services policies and procedures to provide accurate advice and resolution. Acting as the first point of escalation for complex matters, the position also contributes to process improvements and supports the ongoing enhancement of service delivery. The role reports to the Team Leader and has no direct reports 

Main Responsibilities Summary 

• Provide responsive and customer-focused support to students across all service channels, resolving complex enquiries through effective case management. 

• Apply in-depth knowledge of student policies and procedures to deliver accurate advice and guidance. 

• Manage administrative processes related to key student services, including enrolment, progression, and graduation. 

• Support academic and professional staff with student-related advice and information. 

• Assist during peak periods by delivering efficient front-line support and resolving high volumes of enquiries. 

• Maintain accurate and up-to-date case records, ensuring all advice meets agreed service standards. 

• Monitor service delivery performance and report on outcomes against service level agreements. 

• Provide faculty-specific support and specialist advice as required. 

• Contribute to continuous improvement by identifying service barriers, suggesting procedural enhancements, and sharing knowledge across the team. 

Who You Are 

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

• Experience providing high-quality customer service and advice on complex or sensitive matters. 

• Strong written and verbal communication skills, with the ability to communicate clearly, negotiate effectively, and use tact and diplomacy. 

• Ability to interpret and apply policies, implement procedures, and ensure compliance. 

• Skilled in influencing and motivating others to improve performance in a complex environment. 

• Excellent organisational and administrative skills, with the ability to manage high volumes of work, competing deadlines, and shifting priorities. 

• Strong attention to detail and accuracy, with the ability to identify errors and trends in data. 

• Proven ability to research, analyse, and recommend service or process improvements. 

• Demonstrated initiative, sound judgment, and problem-solving skills when advising on administrative matters. 

• Flexible, proactive, and adaptable approach to managing multiple tasks in a dynamic environment. 

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) 

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.  

Applications close:  30 November 11.55PM

Get in touch for any question or support: Anne de Voronine, Talent Acquisition Associate, a.de_voronine@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.