Position Number: 0064287
Location: Parkville
Role type: Full-time; Fixed-term until December 2025
Department: Student and Scholarly Services
Salary: UOM 5 - $83,159 - $95,518 p.a (pro rata for part-time) plus 17% super
- Provide high-quality customer service and process special consideration applications efficiently, ensuring timely resolution and clear communication with students and staff.
- Be part of a team supporting students' academic success through compassionate and professional service.
- Brilliant benefits and a flexible hybrid work environment!
About the Role
The Special Consideration Administration Officer delivers exceptional customer service to students and staff, managing enquiries and processing special consideration applications. Reporting to the Coordinator, the role involves data processing, generating reports to monitor application turnaround times, and maintaining high standards of professionalism in email and phone interactions.
Your responsibilities will include:
- Action Special consideration applications within agreed timeframes
- Prepare daily/weekly/monthly reports for the Coordinator, Special Consideration to assist workflow planning and demand response
- Maintain timely, accurate and complete records using administrative systems for enquiries, appointment bookings and recording of case-notes, and managing information in accord with Privacy legislation and University policy and processes.
- Actively support the provision of efficient and responsive service through undertaking enquiry management, triage and proactive outreach to students requiring Special consideration Prepare reports for internal stakeholders as required
Who we are looking for
The ideal candidate excels in empathetic communication, building trust with students facing challenges, and demonstrates strong organisational skills to manage high-pressure tasks efficiently. They possess excellent interpersonal, written, and verbal communication abilities, along with effective problem-solving skills to navigate complex situations.
You will also have:
- An appropriate tertiary qualification or an equivalent combination of relevant experience and education/training
- Knowledge of and ability to effectively utilise large complex databases, such as CRM and student systems to ensure accurate records are maintained including proficient skills in case note taking and record keeping.
- Demonstrated ability to interact sensitively and engage empathetically with students experiencing a wide range of challenges, stress and anxiety in relation to their studies.
- Strong organisational skills including a demonstrated ability to prioritise tasks, meet deadlines and work effectively and efficiently with high volume processing under pressure and within relevant policies, procedures and guidelines.
For further information regarding responsibilities and requirements please refer to the attached PD.
This role requires the successful candidate to undergo and maintain an up-to-date Working with Children Check. This is essential to guarantee a secure environment for all individuals at the University. In the case the selected candidate doesn't have a valid Working with Children Check, they will be able to apply for the WWCC as part of the initial onboarding procedures.
Please note: Visa sponsorship is not available for this position. This role requires current valid work rights for Australia.
Your new team – Student and Scholarly Services
Student and Scholarly Services provides student administration and services from recruitment and point of enquiry to graduation. This team also delivers wellbeing and scholarly services to students and staff.
What we offer you!
In addition, we offer the opportunity to be part of a vibrant community and enjoy a range of benefits including generous leave provisions, salary packaging, health and well-being services, and discounts on graduate courses. For more information check out our benefits page!
The University of Melbourne
We’re tightly connected with the community, both at home and abroad. 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 and stay connected with our stories and people on LinkedIn.
Be yourself
The University of Melbourne values the unique backgrounds, experiences, and contributions that each person brings to our community and welcomes and celebrates diversity. First Nations people, those identifying as LGBTQIA+, parents, carers, people of all ages, abilities, and genders, and people of diverse ethnicity, nationality, and faith are encouraged to apply. Our aim is to create a workforce that reflects the diversity of the community in which we live. For more information please visit our Diversity and Inclusion page.
We are dedicated to ensuring barrier free and inclusive practices to recruit the most talented candidates. If you require reasonable adjustments, please contact the employee listed on the first page of the Position Description found below, with an email containing your name and contact details for a confidential discussion. Please ensure your email is titled "Reasonable Adjustments Request".
Aboriginal and Torres Strait Islander Applicants
We aspire to be the University of choice for Indigenous Australians, with unprecedented investment to attract, nurture, and retain Aboriginal and Torres Strait Islander students and staff. Tangible support through a range of programs and initiatives will ensure that you personally succeed and flourish while at the University of Melbourne.
For further information, including our 2023-2027 Indigenous strategy please visit -https://about.unimelb.edu.au/reconciliation/murmuk-djerring
Join Us!
If you feel this role is right for you, please apply with the following documents:
- Resume
- Cover Letter outlining your interest and experience
Please note that you are not required to respond to the selection criteria in the Position Description.
Please ensure that you apply through the Apply Now button at the bottom of this advertisement. However, if you have any questions regarding the recruitment process, please feel free to contact Walid via email at hr-careers@unimelb.edu.au, ensuring that you include the Position Number and the Job Title as the subject. Please do not share your application to this email address.
If you have any particular questions regarding the job please follow the contact details listed on the Position Description.
#LI-DNI
Position Description
