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