Position Title / Senior Customer Service Officer
Position No / 26112
Faculty/Centre / International Centre (IC)
Classification / PACCT Worker Level 3 (PW3)
SalaryRange / $48,053 - $51,295 p.a. pro rata
Prepared By / Deputy Director, International Marketing and Student Services
Date / December2014
Reference No / 4551060052
Approved By / Associate Director, Human Resources
Primary Objectives of Position /
  1. Provide high level customer service to current and prospective students.
  2. Provide administrative support to staff in the IC.
  3. Provide a prompt and efficient information service to IC clients such as, but not limited to students and agent networks.

Manager/Supervisor / Deputy Director, International Marketing and Student Services
Role Of Subordinates (Where Applicable) / Not applicable
Internal Communication Requirements /
  • Liaise with all staff in the International Centre.
  • Liaise with staff throughout the Institute.

External Communication Requirements /
  • Prospective and current international students and their parents.
  • Educational agents.
  • Australian Government departments.
  • Partner institutions.
  • Suppliers of equipment and services to the International Centre.
  • Exhibition organisers.

Specific Accountabilities / To perform a broad range of senior administrative and high level customer service duties as required, including but not limited to the following:
  1. The admission processes for international students. This includes assessment of applications, selection and enrolment of students.
  2. Liaise with the Heads of Teaching Departments regarding the selection and enrolment of international students.
  3. Prepare documentation for international students including enrolments, transfers, withdrawals or refunds.
  4. Use established organisational systems to accurately process and record financial transactions.
  5. Within established practices and procedures, make decisions and undertake administrative tasks in relation to payment of commission, student admissions, transfers and processing of student refunds.
  6. Within established practices and procedures, use judgement to be responsive and outcome focussed to resolve student issues.
  7. Communicate with Institute agents regarding the recruitment and admissions of students.
  8. Update and maintain databases that support daily operations of the IC with accuracy and efficiency.
  9. Generate reports from databases and correspondence as required.
  10. Provide an efficient information service to current and prospective international students, their parents, education agents and members of the public.
  11. Arrange visits of agents and other visitors to the Institute. This may include accompanying visitors on tours of Holmesglen’s campuses.
  12. Actively promote Holmesglen’s programs and services to international students.
  13. Advise students on further study options available.
  14. Participate in local marketing events.
  15. Update marketing procedures manual and agent manual as directed.
  16. Undertake the administrative tasks relating to the maintenance of properties owned by Holmesglen.
  17. Participate in orientation programs for international students.
  18. Administer surveys and collect feedback from international students.
  19. Undertake the administrative tasks relating to the registration and renewal process of Overseas Student Health Cover (OSHC) for international students.
  20. Liaise with all staff in the IC on all matters relating to international students.
  21. Recommend improvements to administrative procedures within the IC to maximise ‘the student experience’ at Holmesglen.
  22. Provide high level administrative support to senior staff in the IC.
  23. Using established protocols and procedures arrange bookings for accommodation and airport reception services for international students.
  24. Using established protocols and procedures Arrange welfare services for international students under the age of 18.
  25. Participate in and report on relevant Institute meetings.
  26. Participate as an active member of the IC team and support the efficient functioning of the IC.

Qualifications /
  • Completion of Year 12, Certificate III or Certificate IV and demonstrated relevant experience or equivalent relevant experience.
  • Current valid drivers licence.

Knowledge /
  • Knowledge of the education sector in Australia including courses and services offered at Holmesglen.
  • Knowledge of database and spreadsheet packages is essential
  • Knowledge of current government policy in relation to the overseas student visa program, ESOS and National Code of Practice
  • Knowledge of overseas education systems and qualifications is preferred.
  • Knowledge and understanding of cross cultural communication and culturally sensitive practice.

Experience /
  • Experience working with international students and providing high level customer service.
  • Experience in communicating with people whose first language is not English.
  • Experience with MS Office applications and databases.
  • Experience in administration in a customer service focussed environment.
  • Experience in the promotion of educational programs and student support services.

Skills /
  • Proven organisational and administrative skills.
  • Highly developed written and verbal communication and interpersonal skills, including the ability to draft correspondence and reports.
  • Strong customer service skills are essential.
  • Time management skills, including the ability to work to a deadline.
  • High level interpersonal and culturally sensitive communication skills.
  • Ability to maintain sound working relationships with internal and external stakeholders.
  • The ability to work cooperatively and flexibly as a member of a team.
  • Well developed keyboard and computer skills preferably MS Office.
  • Ability to maintain accuracy and attention to detail.

Key Selection Criteria /
  1. Demonstrated administrative experience in an international education environment.
  2. Demonstrated ability and a commitment to provide a high levelof customer service.
  3. Highly developed written and verbal communication and interpersonal skills, including the ability to draft correspondence and reports.
  4. Demonstrated organisational skills and an ability to prioritise competing demands to meet deadlines.
  5. Experience using MS Office applications and databases.
  6. Demonstrated ability to work cooperatively and flexibly as a member of a team.

Note /
  • The incumbent may be required to perform his/her duties at any campus or location controlled by the Board or elsewhere as directed.
  • Out of hours and weekend work may be required on occasion.

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