Assistant Client Service Officers - Job 28391

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OUR PURPOSE

The QUT Information Service (QIS) team provides factual advice and information to potential students, members of the public and QUT students and staff, on student business related information, policies and aspects of the student rules.

YOUR OPPORTUNITY

The Assistant Client Service Officer (Student Information Services) provides quality and consistent customer service in response to face-to-face, telephone, email and fax enquiries from staff and students of QUT and members of the community, and provides a referral service to other departments across the University. The officer must deal with complex enquiries from prospective and current undergraduate and postgraduate students both domestic and international, and from university staff and the general community. The position is responsible for delivering a quality client service ensuring that QUT service standards are maintained.

This position will suit an experienced front line client service specialist with a high level of computer literacy. Part time and casual positions may also be available.

The position also assists in the provision of cashier duties conducted through the Student Centre area. This will require the Assistant Client Service Officer (Student Information Services) to process petty cash claims and student loans, to receipt payments for a range of financial transactions, and to prepare reports on a roster basis.

Student Business Services staff members are expected to contribute to work across the department by participating in cross-functional projects, teamwork, exchanges, and rotation, and may be required to work across all three QUT campuses.

These positions may be offered as full time or part time. Should part time staff be appointed, there will be an expectation these staff will be available to work increased hours during peak times.

YOUR KEY RESPONSIBILITIES

• Work within the service standards developed for the Student Information Services centre.
• Provide a high standard of customer service by taking ownership of face-to-face and inbound customer calls relating to prospective and current domestic and international students enquiring about undergraduate and/or postgraduate studies or about student business related policies and procedures.
• Determine customer needs through the use of strategies including questioning, negotiation, problem-solving and conflict management skills, and provide call resolution in accordance with departmental service standards.
• Provide assistance and guidance to students attempting to access on-line services.
• Perform Cashier duties on a rostered basis including: operate the financial receipting system, prepare daily reports, process petty cash claims, pay student loans on prescribed limits, balance floats, and respond to general enquiries on financial services of the University.
• Provide a referral service for the Student Support Services area for students requiring specific counselling or health services, and more complex information on Student Support Services related matters such as student accommodation.
• Facilitate communication between students with complex issues and the appropriate officers within the relevant client service area.
• Respond to counter enquiries, phone calls and emails in a prompt, courteous, and professional manner.
• Ensure that consistent, accurate, up-to-date information is delivered in a highly professional, customer service focused manner, either over the counter and/or phone or through email, and monitor and report on problems and solutions to the Client Service Officer and Coordinator.
• Maintain accurate statistical records of enquiries for use in reports and papers.
• May be required to represent the university in a range of forums to internal and external audiences such as Course and Careers Day, TSXPO, project teams and, where necessary, training and information seminars for staff.
• Use a variety of communication and interpersonal skills to interact effectively with customers and co-workers while maintaining a safe, healthy and equitable environment.
• Contribute positively to individual, team and organisational effectiveness, including performance planning and review, quality program, team meetings and skills development.

YOUR EXPERIENCE AND SKILLS

We are seeking a motivated, organised and pro-active person to work with and contribute to our team.

Qualifications Required

To be assessed via applicant’s resume:

Education, training and/or relevant experience equivalent to completion of an associate diploma level qualification, in conjunction with relevant work related experience.

Skills and Capabilities Required

You will be assessed on the basis of relevant capability and capacity for the following:

1. Demonstrated commitment to and experience in delivering a high level of customer–focused service including the ability to prioritise and organise workload and timeframes to meet deadlines imposed in a high pressure environment
2. Demonstrated oral and interpersonal communication skills of a high order, including experience in identifying, understanding and acknowledging customer needs from a diverse range of people and, working as a productive member of a service-oriented team.
3. A sound of knowledge of, or the ability quickly to gain knowledge of, the broad range of student rules, policies and procedures at QUT.
4. Demonstrated problem solving skills, including experience in developing solutions that are mutually acceptable to both parties, while maintaining a professional manner under pressure.
5. Demonstrated experience in the use of information technology such as word processing, spreadsheets, and Internet applications.
   

HOW TO APPLY

Please provide:

• Application cover sheet
• A statement in no more than two (2) pages including examples outlining your suitability for the role referring to key points under “Skills and Capabilities Required”, which directly relate to “Your Key Responsibilities”.
• Your current resume – including the names and contact details of referees.
  

Forward your application to jobapplications@qut.edu.au quoting vacancy ref no. 28391 by 3 October 2008.

Prior to submitting your application please review information regarding immigration requirements, workplace health and safety, equal employment opportunity, non-smoking policy and relocation available at
http://www.hrd.qut.edu.au/jobs/information.jsp.

After the closing date, you can check the status of the recruitment process. QUT is an equal opportunity employer and employer of choice for women.

Related Pages

• Additional Information for Applicants
• Benefits of Working at QUT