Student Services Representative In Person Support

at University of Melbourne

About Chief Operating Operator Portfolio

The Chief Operating Officer (COO) Portfolio is responsible for the University's budget and financial performance, and the management of its property and capital. It also delivers efficient and effective shared services in support of all aspects of the University's business.

About the role

Stop 1 is the home of student services online, on the phone and in person at the University of Melbourne. The Student Services Representative position is an essential part of the Stop 1 in-person support team, responding to a broad range of face to face enquiries in accordance with established business practice guidelines and referral protocols. This includes the accurate and timely provision of advice to current students, future students, internal stakeholders and the general public, immediate transactional support for a range of activities including student cards, management of feedback and complaints, and appropriate referral for specialist assistance. The aim in all instances is to empower our customers to self-manage future enquiries as far as possible. The position requires that the successful applicant demonstrate acute emotional intelligence in order to provide tailored assistance and exercise sound judgement at all times.

Under the immediate supervision of the Coordinator, Stop 1 In-person Student Support, the position works closely with the Course Planning team and other Stop 1 staff to ensure delivery of high quality, responsive customer service in a dynamic frontline environment. The development of strong working relationships with other student services teams and the wider University is central to the role. The ability to quickly build a solid knowledge of student service offerings and related processes is also a fundamental requirement.

About you

As the initial point of contact for all visitors to Stop 1, you are friendly, welcoming, and passionate about providing first level assistance. You have solid customer service experience in a fast-paced front-line environment and enjoy proactively engaging with a diverse range of customers and stakeholders. You are motivated to seek and recommend service improvements, and continuously demonstrate initiative, flexibility, and enthusiasm in the work you undertake.


  • Maximise your benefits through our Salary Packaging scheme

  • Flexible family friendly policies, providing generous leave and working conditions

  • The opportunity to work in a culturally rich environment

  • A substantial discount to eligible staff and their immediate families in undertaking further studies at the University of Melbourne

To find out more, go to


The University is a vibrant campus. We have well-established clubs and networks giving the opportunity to engage and collaborate with other staff around the University. We strive to create an environment where staff and students promote culturally inclusive behaviour and activities, ensure cultural differences are heard and explored, and actively seek to learn from other cultures.

How to apply

Your application submitted should include a CV along with your responses against the selection criteria found in the Position Description for the role.

*For information to assist you with compiling short statements to answer the selection criteria/competencies, please go to

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