HOW TO APPLY

Your application must include:

  • a covering letter outlining your interest in the position
  • a statement of your suitability against each of the Key Selection Criteria
  • your current curriculum vitae containing names, postal addresses, telephone numbers and where available, e-mail addresses and facsimile numbers of three referees who will provide references when required, and
  • a completed Job Application Sheet.

Your application should also include the following details:

  • Educational, professional and other relevant qualifications
  • Relevant work experience
  • If successful, period of notice required to join
  • Details of service with other educational institutions, public authorities and military service where applicable

RMIT’s Vocational Education and Training Sector (TAFE Sector) cannot employ persons who have within the last three years received a Voluntary Departure Package from any Victorian Public Sector Department or Government Agency.

The University also has restrictions relating to the re-employment of ex-staff members who had left RMIT with Voluntary Departure Packages, redundancy or negotiated separation packages. The nature of the restrictions depends on individual cases.

Do not send valuable original documents or exhibits with your application, as articles may be lost in transit.

Written applications quoting the relevant reference number should be addressed to:

People ServicesOR emailed to

Joyce Farrugia

RMIT University

City Campus

P.O. Box 188

Carlton South VIC 3053

Please endorse the envelope "APPLICATION - CONFIDENTIAL"

JOB APPLICATION SHEET

PLEASE COMPLETE ALL DETAILS LISTED BELOW AND EMAIL THIS SHEET WITH APPLICATION TO or post to the address below.
Reference No / 50006361
Position Title / Client Relations Manager
Family Name / Title
Given Name(s)
Home Address
Postcode / State
Email Address
Telephone
HomeWork
Citizenship
Resident Status if not Australian
APPLICATIONS ADDRESSED TO
People Services
Joyce Farrugia
RMIT University
City Campus
PO Box 188
Carlton South Vic 3053 / or email to
FOR PEOPLE SERVICES USE ONLY
HR system updated and acknowledgement sent
Date / Initial

1.POSITION SUMMARY

Position Title: / Client Relations Manager
Position Number: / 50006361
Time Fraction: / Full Time
Tenure Status: / Permanent
Classification: / HEW Level 8
Salary Range: / $51,622 - $58,181 p.a. (+ 17 % Super)
Division / Resources
Branch / Client Relations Branch
Group / Property Services
Campus Location: / Based at the City Campus but may be required to work at other campuses of the University.

2.THE UNIVERSITY

RMIT University is a multi-level dual sector education, training and research service organisation, offering programs ranging from certificate level vocational programs through tailored programs for industry and community clients, to post-graduate research programs. The University has several companies which are responsible for commercial activities relating to the University’s core functions.

The University’s goal is to create and sustain a distinctive world-class university at the forefront of technical and professional education and real-world research, through continuous improvement and with all staff committed to quality management processes. As a world-class university, RMIT will be recognised as a leader in its teaching and learning processes, research activities and community services.

Also see:

3.THE FACULTY/GROUP

Property Services has in excess of 150 staff and has the responsibility to operate, maintain and enhance the buildings owned and leased by RMIT University, oversee construction projects and ensure the provision of physical facilities services. The Group has an operating budget of $20M and current capital projects are significant. RMIT’s built environment involves approximately 110 buildings spread across all of RMIT’s campuses and sites.

Property Services currently consists of the following areas:

  • Campus Planning
  • Client Relations
  • Construction
  • Facilities Services
  • Finance
  • Space Management

4.JOB SUMMARY

The main purpose of this position is to proactively manage the interface between Property Services and its clients. The Client Relations Manager must take initiative in all areas of responsibility by adopting a proactive approach.

The Client Relations Manager is the front line person responsible for managing the process of coordinating and liaising with all Property Services Branches on behalf of the client in accordance with their Service Agreement or Terms of Lease.

The Client Relations Manager is responsible for liaising with the client principally on current service issues but needs to develop an understanding of future needs of the Faculty/Groups and factors likely to affect their business/operations. This information is to be conveyed to Campus Planning and Space Management to assist with their responsibility for strategic planning for the University’s overall facility needs.

5.REPORTING RELATIONSHIPS

The Client Relations Manager reports to the Manager, Client Relations Branch.

6.SPECIFIC ACCOUNTABILITIES

6.1Manage the delivery of all Customer Service Functions within the Branch, in accordance with Customer Service Charter, in a professional and efficient manner, and maintain cooperative relationships between client and service provider.

6.2Coordinate Property Services’ response to service failures, eg. air-conditioning, lifts cleaning, security.

6.3Coordinate Property Services’ emergency situations involving fire, flood or chemical accident.

6.4Review Customer Service and Service Agreement procedures and adopt change management strategies to meet the ongoing needs of our clients in conjunction with other Branches within Property Services where there are shared responsibilities.

6.5Manage administrative and accounting processes and procedures.

6.6Lead and facilitate meetings with the Faculty/Department/Group on the implementation of the OH&S and Australian Building Standards and Regulations.

6.7Complete annual OH&S inspections in conjunction with SHARM and Clients across the University.

6.8Liaise with Space Management in regard to occupancy changes.

6.9Liaise with Construction in regard to ongoing upgrades of accommodation/project delivery.

6.10Design and implement systems models outlining linkages and responsibilities between all Branches within P/S.

6.11Oversee the management of the properties, both internally and externally, and grounds, to ensure that they are at all times properly maintained and presented.

6.12Be the point of contact with the client at Dean/Director or Head of Department/Branch level on all matters pertaining to the Service Agreement and Chargeback with Property Services Group.

6.13Develop and implement services standards and targets and implement a program of continuous service and process improvement.

6.14Develop monthly Client Issues Report for circulation to Management Team.

Corporate Accountabilities

6.15To contribute to the strategic direction setting and policy making processes of the University and the Section by participating in key Group, Section and University forums and undertaking specific Section level project/tasks.

Personal Development

6.16To assume joint responsibility for career development by actively participating in various activities (mentoring, job rotation, secondments and joint group projects) and producing a jointly agreed development plan identifying key areas which will assist in your personal and professional development. These activities should be consistent with the Group’s Strategic Goals.

7.QUALIFICATIONS

A tertiary qualification in Property Management and/or equivalent studies and/or equivalent experience.

8.KEY SELECTION CRITERIA

8.1Extensive demonstrated experience in property management and a client service oriented role.

8.2Knowledge and practical application of Occupational, Health and Safety Regulations, coupled with Australian Building Standards and Regulations.

8.3Demonstrated ability to function effectively as a team member, possess a high level of interpersonal and leadership skills, and the ability to motivate in a team environment.

8.4Demonstrated ability to work and make decisions under pressure situations, including budget and time constraints.

8.5Demonstrated ability to operate in a changing environment and provide lateral solutions to problems in a proactive manner.

8.6Proven ability to deliver and support a result oriented customer service.

9.OTHER RELEVANT INFORMATION

Due to the nature of the position, the Client Relations Manager will be on 24 hours call.

56361pd.docPage 1 of 5