Student Services Representative

Role type: Full-time; Fixed-term until December 2027 (Multiple roles available in 2 different teams) 
Department/School: Student and Scholarly Services – Stop 1 
Salary: UOM 4: AUD $80,400 - $85,328 p.a. plus 17% super 

• Frontline student-facing roles across service desk and contact centre / extensive training and development / collaborative, inclusive Stop 1 culture 

• Apply now to join our Stop 1 frontline teams and shape outstanding student experiences across multiple service channels. 

• Investing in you – 17% superannuation, benefits package including salary packaging, health and wellbeing programs, discounted services, and professional development opportunities.  

The University of Melbourne  
We take pride in our people, who all contribute to our mission to benefit society through the transformative impact of education and research. Discover more via our website. 

Your next career opportunity: 
You will join Stop 1’s frontline teams, supporting coursework students across in-person, phone and email channels. You will help students navigate fees, enrolment, documentation and support services, resolving diverse enquiries at first contact. You will build broad university knowledge, customer service expertise and career pathways within Student and Scholarly Services. 

What you will deliver:  

• Provide accurate, consistent information via in-person, phone and email, resolving enquiries at first contact where possible. 

• Manage follow-up for complex enquiries, collaborating with Student Services teams and adhering to practice guidelines. 

• Contribute to knowledge bases, service improvement initiatives and student-focused projects, events, workshops and service desks. 

• Liaise with University teams to connect students with appropriate support services and coordinated solutions. 

• Participate in training, mentoring and onboarding of new staff, sharing knowledge and modelling excellent customer service. 

You may be a great fit if you:  

• Hold a tertiary qualification and or equivalent experience in customer service or administrative environments. 

• Demonstrate strong commitment to high-quality customer service in busy, frontline contact centre or service desk settings. 

• Use CRM and student systems confidently, alongside MS Word, Excel, Outlook and strong internet search skills. 

• Adapt quickly to changing priorities, learning new information and resolving enquiries at first contact wherever possible. 

• Handle sensitive situations with discretion, applying sound judgement and maintaining confidentiality at all times. 

• Communicate clearly and professionally in spoken and written English; education sector or call centre experience is advantageous. 

For further information please refer to the attached PD.  

What we offer you!  
We offer the opportunity to be part of a vibrant community and enjoy a comprehensive range of benefits to support your success and sense of fulfilment, including:  

• Build future financial security with 17% superannuation 

• Supportive flexible work arrangements underpinned by our commitment to inclusion and well-being  

• Career development opportunities, including access to a range of tailored programs, such as Academic Women in Leadership, and learning platforms including LinkedIn Learning 

• Progressive, considerate leave provisions to empower your work-life balance and well-being, including leading parental leave, gender affirmation leave and cultural leave 

• Salary packaging and access to a range of discounted services including Bupa health insurance, and access to unique cultural and recreational benefits such as discounts for the Melbourne Theatre Company  

• Health and well-being services including a leading Employee Assistance Program  

For more information check out our benefits page!  

Your new team – Student and Scholarly Services 

Admin and General Enquiries  

As a Student Services Representative in Admin and General Enquiries, you'll provide hands-on assistance, guiding students to services and resolving queries via multiple service channels. You'll work closely with teams within Student Services and the wider University, learning continuously to improve your ability to assist students. As a first point of contact, you'll represent both the University of Melbourne and Stop 1. 

Contact Centre 

As a Student Services Representative in the Contact Centre, you'll assist students via phone and email, helping them access services and aiming to resolve student administrative issues at the first point of contact. You'll collaborate with Student Services and other University teams, continuously upskilling to provide accurate responses to student queries. As a key point of contact, you'll represent both the University of Melbourne and Stop 1. 

Be Yourself  
The University of Melbourne is an Equal Opportunity Employer and a child-safe organisation. The diversity of our community enriches us all, and we are committed to creating an inclusive and fair workplace where everyone is valued, respected, and empowered to succeed. We welcome applicants from all backgrounds, identities, and experiences. Discover more about Diversity and Inclusion at UniMelb. 

We're committed to a barrier-free recruitment process and ongoing workplace support, providing adjustments throughout. We warmly encourage applications from people with disabilities. Learn more about how we support an accessible recruitment process. 

Aboriginal and Torres Strait Islander Applicants  
We aspire to be the University of choice for Indigenous Australians. Visit our Indigenous staff page to learn more about our investment and support for Aboriginal and Torres Strait Islander staff.  
    
Indigenous applicants are encouraged to connect with our Indigenous Employment & Development team at oied-hr@unimelb.edu.au.  

Application essentials: 

• Please submit one application only using the “Apply” button; this will be considered for both role types. 

• Applications submitted via email will not be accepted. 

• Visit "apply with us" to learn more about the process, including tips and FAQs.  

• You must have current valid work rights for Australia. Visa sponsorship is not available for this role.   

• A Working with Children Check is required for all positions. If successful, we will guide you through the process and reimburse you.   

• Please upload your resume and a cover letter outlining your interest and experience as part of the application process.   

Want to know more? 

• For queries related to this specific position, please refer to the Hiring Manager attached to the Position Description 

• For questions related to our recruitment process email Tien at hr-careers@unimelb.edu.au 

• For recruitment adjustments contact Kim Groizard on +61 3 9035 3218 or at hr-careers@unimelb.edu.au (subject: 'Recruitment Adjustments').  

Apply today, and join a community that’s shaping the future. 

Applications close: Monday, 2nd of November 2026 at 11:55 PM; Melbourne time zone.  

Position Description: 

PD_JR-019448 Student Services Representative.pdf 

Hiring Manager: Laura Cesile (laura.cesile@unimelb.edu.au) 

PD_JR-019441 Student Services Representative, Contact Centre.pdf 

Hiring Manager: Anber Celik (anber.celik@unimelb.edu.au)