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AskACU Centre Service Officer

Customer Service Managers
Contract Full Time
19 days ago
  • Provide quality customer service support to current and prospective students and staff on a range of topics
  • Be responsible for case-management of enquiries and being the first point of call for the ACU Community
  • Full time continuing position based at our Canberra Campus

Australian Catholic University (ACU) is an inclusive community which welcomes students and staff of all beliefs. ACU has over 2,500 staff supporting more than 34,000 students across nine campuses – Adelaide, Ballarat, Brisbane, Canberra, Melbourne, North Sydney, Strathfield, Blacktown and Rome.

As valued members of our community, all staff members are expected to have an understanding of ACU's mission and values and to demonstrate an active contribution to them.

The Student Administration Directorate supports the University’s academic decision-making processes through academic policy formulation, providing operational support for student and academic-related administrative matters, and delivering process improvement initiatives to improve the student and faculty user experience

Working as part of a national team, the AskACU Service Officer provides quality customer service support to current and prospective students and staff on a range of topics. Working in the AskACU Centre, the AskACU Service Officer (AskACU Centre) responds to enquiries by face-to-face, email, phone, live chat, SMS and other enquiry types as appropriate. The position holder is responsible for case-management of enquiries and being the first point of contact for the ACU Community. This position ensures students and staff receive a positive customer service experience on campus by resolving issues, providing relevant services and supporting high level enquiry management.

More specifically the role entails:
  • Providing specialist service delivery to current, prospective and past students, staff and external clients on all Student Administration and general Faculty/School/University matters
  • Providing directional advice around campus locations
  • Ensuring clients and stakeholders are supported and provided with accurate and timely advice and information relevant to all their transactions with the University.
  • Interpreting and applying an extensive knowledge and understanding of a broad range of University/external agencies (e.g. TACs/Government) procedures, policies, rules, regulations, legislation and entitlements to ensure clients and stakeholders understand and adhere to these requirements.
You will need to have:
  • Completion of a bachelor degree, or an equivalent level of knowledge gained through any combination of education, training and/or experience.
  • Demonstrated written communication skills, including excellent spelling, grammar and an ability to communicate a message, information and advice with clarity and ease.
  • Proven capacity to work effectively in a high-pressure environment, manage a number of competing demands, meet quotas and deadlines and ensure attention to detail.
  • Sound practical experience with the use of information technology, in particular word processing, student databases, Enquiry Management Systems (EMS), Customer Relationship Management (CRM) software and telephony systems, and/or a proven ability to quickly acquire these skills


Total remuneration valued to $86,755 - $94,011 pa, including salary component $73,309 - $79,440 pa (Higher Education Worker Level 5), employer contribution to superannuation and annual leave loading.

General enquiries can be sent to Lhan Gannon at

Only candidates with the right to work in Australia may apply for this position.
Equal Opportunity and Privacy of personal information is University policy. For more details visit:

Applications Close: 23rd July 2021

ACU is committed to diversity and social inclusion in its employment practices. Applications from Aboriginal and Torres Strait Islander people, people with disabilities and people from culturally diverse groups are encouraged.

Advertised: 12 Jul 2021 AUS Eastern Standard Time
Applications close: 23 Jul 2021 AUS Eastern Standard Time

Salary Details*
Salary Type Normal Wages
Base Salary $73,309
Superannuation 9.5%
Bonus offered No
Total Package $80,273
* Salary details are calculated without bonus and monthly payout as per tax bracket without tax threshold and other allowances. Its always good to confirm these details with the employer or recruiter.
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