Position Description

Title: Student Conncect Assistant HEW Level: Level 4

Faculty/Office: DVC (Academic) & Registrar Position Number:

Department/Team: Student Connect Date: February 2018

Position Purpose: To provide first point of service to students on any enquiries relating to student administration systems, procedures and processes.

ORGANISATIONAL CONTEXT ORGANISATION CHART

The portfolio of the Deputy Vice-Chancellor (Academic) and Registrar

is accountable for the delivery of the student experience in relation to
administration, wellbeing and engagement. Student
Within the Office of the Student Lifecycle, Student Connect acts as the
Lifecycle
key information service provider to the student body in order to help Manager
them navigate through the different areas of the institution that they
need throughout their student lifecycle.
Information is provided through multiple channels of communication Student
including but not limited to face to face, guided self-help, phone and Connect Team
email with further channels of communication to be included as
student needs arise. Leader x 2
Student Connect exists to ensure timely, accurate and engaging
service standards to students in order to increase student
engagement. Student Student
Student
Connect Connect
Connect
Assistants Officers

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 KEY ACCOUNTABILITIES POSITION CONTEXT

Reports to: Student Connect Team Leader

• Receive, respond to and/or escalate enquiries from students
and staff relating to administration systems, procedures and
Positions Direct: Nil
processes with the aim of providing high quality support and
Reporting to:
accurate information. Indirect: Nil
• Process first level admissions and lifecycle transactions and
related student administration activities. • All students and future students
• Record and update all student interactions ensuring correct Key Direct
procedures are followed to maintain consistency and accuracy Clients:
in data and reporting.
• Provide additional phone and administrative support to other
staff in Student Connect and the Student Administration and • Other Student Connect staff, Student Administration and
Other Key
Systems teams to ensure appropriate coverage for identified Systems staff, and Faculty and office staff.
Relationships:
peak periods.
• Identify and escalate any issues relating to student services
processes and procedures with the aim of continually improving • N/A
the level of quality and support. Budget
• Comply with relevant EEO and WHS regulations. Accountability:
• Perform any other duties as required and as appropriate for the • Criminal check may be required.
incumbent’s level of competence. Role-specific
Conditions: • Shift work may be required.
• Comply with relevant EEO and WHS regulations
• Perform any other duties as required and appropriate for this
classification.
Scope and Decides when and how to perform variable tasks of greater
autonomy complexity within the scope of established processes and
priorities.
Problem solving Applies knowledge of standard processes, procedures, systems
and/or techniques to identify and implement solutions to
problems.

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 CAPABILITY FRAMEWORK
Capability Frameworks describe the behaviours, skills, attributes and experience required to successfully perform a position or group of similar
positions.

COMPETENCIES Clusters of behaviours required for successful ATTRIBUTES Personal qualities related to successful performance.
performance.

Planning and Execution: Managing time and resources to complete tasks Perseverance: Persevering despite obstacles to ensure tasks are
and achieve objectives. completed.
Quality Focus: Ensuring accuracy and quality when completing tasks. Flexibility: Responding effectively to unexpected or changing
circumstances.
Communication: Effectively grasping and conveying ideas and concepts to
others. Reliability: Meeting commitments and responsibilities.
Service Focus: Making students, staff, key contacts and their needs a
priority.
Team work: Working in collaboration with others to achieve shared goals.

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 REQUIRED KNOWLEDGE KEY EXPERIENCES
Qualifications, technical and/or professional skills and information
Practical experiences and exposure to specific environments or
needed from day one for successful performance.
activities related to successful performance.
Computer skills including Microsoft Office and internet.
Working in customer service and/or a call centre.
Knowledge of the tertiary education environment
Providing phone and/or email support to students and/or customers.
Knowledge of Student Connect’s functions and structure.
Working as part of a team.
Knowledge of Student Connect’s policies, systems, processes and
procedures.
Knowledge of privacy compliance requirements related to Student Connect
activities.

ACQUIRED KNOWLEDGE
Organisational and/or professional skills and information to be
developed within the first 3 to 6 months in the role for successful
performance.
Understanding of how University policies, systems, processes and
procedures are applied at the faculty/office level.
Understanding of what other areas of the University do and how they interact
with the faculty/office

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