• Employment Type: Permanent Full-time (35 hours per week) 

• Remuneration: $110K + 17% Super and leave loading 

• Location: Kensington, NSW (Hybrid) 

Why your Role Matters 

Join our team at UNSW’s Nucleus: Student Hub, where you'll play a pivotal role in leading one of our Program Specialist Teams. Our Program Specialist Teams are the first point of contact for students seeking tailored enrolment and progression advice, managing webform requests, and handling core administrative processes. In this role, you will ensure your team is equipped to deliver exceptional service in a dynamic, high-volume environment.  

Reporting to and working closely with the Student Services Manager, you will oversee day-to-day operations, drive team development, and manage onboarding, training, and performance to ensure high-quality outcomes. 

We’re looking for someone passionate about people management, with a proven track record in leading high-performing teams and driving operational success. If you are committed to contributing to the student experience and thrive in a fast-paced, high-volume, collaborative environment, we want to hear from you. 

Accountability summary 

• Manage the day-to-day operations of a team, including staff rostering, service delivery, and the recruitment, training, supervision, and development of staff in line with UNSW procedures 

• Work collaboratively with others to deliver a professional, integrated, effective and consistent approach to the completion of processes, functions, and services 

• Contribute to continuous business improvement projects across Student Services 

• Assist the Manager with driving performance at a team and individual level against KPIs, including productivity, service levels & customer satisfaction 

• Deputise for the Student Services Manager as required 

• Provide insight and analysis of customer trends, and process improvement opportunities 

• Work with the Student Conduct and Integrity unit to advise on and resolve complaints and issues 

• Contribute to and support the delivery of student services strategy, through continuous business improvement projects, initiatives and other ad hoc programs as required 

• Contribute to the budget process by providing accurate advice on the costs associated with service provision 

Who you are:  

• Extensive experience within the Higher Education student services, ideally in a supervisory capacity 

• Proven experience coaching and developing a high performing team that drives innovation and continuous improvement in a fast-paced, changing business environment 

• Demonstrated experience of operating in a customer service environment and providing advice to stakeholders on complex and sensitive matters 

• Excellent written and verbal communication skills with the ability to use tact and diplomacy, negotiate and communicate with influence, and clearly convey ideas and information to a diverse audience 

• Ability to improve customer service by identifying critical activities, redesigning processes, and establishing short/long term priorities for continuous improvement 

• Demonstrated commitment to providing excellent customer service, take initiative and have a positive, flexible, and adaptable attitude 

• High level proficiency in Microsoft applications and demonstrated ability to learn and implement new systems. Experience using a student management system would be highly regarded. 

We support flexible work arrangements, with the expectation that the successful candidate will typically work three days on campus and two days from home. During peak periods, or as business needs require, this on-campus attendance may increase. 

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

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 progression, access to up to 17% Superannuation contributions and additional leave loading payments  and discounts and entitlements (retail, education, fitness) .

Recruitment process: Please submit your resume as well as a brief cover letter that clearly addresses your interest in the role, and the skills and experience you believe will contribute to your success. Your cover letter should be no more than 2 pages and include specific examples to demonstrate how your background aligns with the position. 

Applications close:  Friday 21 March 2025 12PM. 

Get in touch for any question or support: Anne de Voronine, Talent Acquisition Coordinator, 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.