Senior Officer, Customer Care (ASK La Trobe)

Senior Officer, Customer Care (ASK La Trobe) Job No.: 571022 Work type: Casual Multiple roles available Up to a maximum of 5 months duration Full time/Part-time (3 days min.), casual position for an immediate start Peak period coverage between end of November 2026 – March 2027 between Contact Centre Services between 8:00am – 7:00pm Higher Education Officer Level 5 casual rate $55.67 per hour + super Campus Independent Duties: Deliver an end-to-end customer experience in a fast-paced and high-volume environment through supporting all inbound and outbound enquiries (phone, face to face, CRM, live chat) Promptly and professionally respond to and resolve queries using comprehensive knowledge and available resources, ensuring timely and accurate information is conveyed to students Proactively develop, maintain and apply a thorough working knowledge of business-related information including programs, policies and procedures and ensure all university regulatory and procedural requirements are met. Work collaboratively within the team and as a member of the ASK La Trobe to facilitate efficient and effective customer service delivery to students and administrative support staff in the University. Requirement to be available full time for peak periods between December 2026 (including 24 & 28-31 December 2026 for VTAC rounds) up to February/March 2027.  Part time i.e. 3-4 days can be discussed and negotiated with the right incumbent/s. Incumbent must be available to work between the hours of 8:00am – 7:00pm Monday to Friday. Selection criteria: The successful candidate must demonstrate possession of the following knowledge and skills: Completion of an undergraduate degree with some relevant work experience; or an equivalent combination of relevant experience and/or education/training. Excellent communication, written and verbal skills, with a demonstrated customer service focus and solution orientated approach. Excellent interpersonal skills, including the ability to develop cooperative working relationships with colleagues and stakeholders. Ability to provide accurate and timely advice in response to enquiries from both internal and external students and stakeholders. High level of proficiency in computer software packages, including word processing, spreadsheets and databases. Flexible approach to individual and team task allocations and priorities. Application procedure Please apply online with your CV and a cover letter addressing your suitability for the position and your preference for full time or part time work, and availability between 8:00am-7:00pm Only shortlisted candidates will be contacted for an interview.   As part of the screening process, all applicants will be requested to complete a 10min video assessment addressing 2-3 questions.  Video link will be sent to the applicants upon application submission. Job advertisement may close earlier if a suitable applicant is found. Applicant must have full working rights in Australia for the full duration of the appointment. Applications close by 11:55pm Sunday 20 th September 2026 Recruitment enquiries: For inquiries about this position, please contact Emma Fowler at the following email: recruitment@latrobe.edu.au All La Trobe University employees are bound by the Working with Children Act 2005.  If you are successful, you will be required to hold a valid Victorian Employee Working with Children Check or Interstate equivalent prior to commencement . Why La Trobe: Develop your career at an innovative, global university where you’ll collaborate with community and industry to create impact. Enjoy working on our inspiring and stunning campuses – the perfect hub for industry, students and academics Help transform the lives of students, partners and communities now and in the future Advertised: 02/9/2026 Closing Date: 20/9/2026 Back to search results Apply now

• Deliver an end-to-end customer experience in a fast-paced and high-volume environment through supporting all inbound and outbound enquiries (phone, face to face, CRM, live chat)
• Promptly and professionally respond to and resolve queries using comprehensive knowledge and available resources, ensuring timely and accurate information is conveyed to students
• Proactively develop, maintain and apply a thorough working knowledge of business-related information including programs, policies and procedures and ensure all university regulatory and procedural requirements are met.
• Work collaboratively within the team and as a member of the ASK La Trobe to facilitate efficient and effective customer service delivery to students and administrative support staff in the University.
• Requirement to be available full time for peak periods between December 2026 (including 24 & 28-31 December 2026 for VTAC rounds) up to February/March 2027. Part time i.e. 3-4 days can be discussed and negotiated with the right incumbent/s.
• Incumbent must be available to work between the hours of 8:00am – 7:00pm Monday to Friday.

• or an equivalent combination of relevant experience and/or education/training.
• The successful candidate must demonstrate possession of the following knowledge and skills:
• Completion of an undergraduate degree with some relevant work experience
• Excellent communication, written and verbal skills, with a demonstrated customer service focus and solution orientated approach.
• Excellent interpersonal skills, including the ability to develop cooperative working relationships with colleagues and stakeholders.
• Ability to provide accurate and timely advice in response to enquiries from both internal and external students and stakeholders.
• High level of proficiency in computer software packages, including word processing, spreadsheets and databases.
• Flexible approach to individual and team task allocations and priorities.