• Flexible location + hybrid work arrangements
• Full-time or 0.8 FTE and continuing
• HEW 7 $101,858 - $112,156  + 17% Superannuation (pro rata, part time)

Why work with us?

At Deakin you will have access to benefits such as a variety of leave options including generous parental leave and the ability to purchase additional leave; flexible working arrangements to help manage your work-life balance; ongoing learning and development opportunities to grow your career; an inclusive and supportive culture and environment to work in, both online and on campus.

Who are we?

Deakin is a cutting-edge public university in Victoria, revolutionising education with 61,000 students across five campuses: Melbourne Burwood, Geelong Waurn Ponds, Geelong Waterfront, Warrnambool, and our dynamic online Campus. We're proud to be a progressive and open-minded university, delivering the highest student satisfaction in Victoria and consistently ranked in the top 1% of the world's universities.

As a Coordinator, Outbound Campaigns you will:

• Coordinate the development, delivery and scheduling of outbound call centre campaigns and programs which provide targeted support for students at risk of disengaging and potentially failing units and dropping out.
• Foster an effective, positive team environment and to build and maintain strong working relationships withs stakeholders including staff, students and community providing timely information to facilitate an effective and collaborative approach to the development of events, programs and activities.
• Ensure that communications to students developed for campaigns are aligned to the unified communications policy, working with the relevant teams to develop, review and update communications (including call scripts, SMS and emails).
• Manage a team of casual staff members and take responsibility for recruitment and onboarding.
• Conduct silent monitoring of direct reports campaign calls and emails to provide subsequent training, where needed, to improve service quality and first contact resolution rates.
• Distil the core issues from complex information, and ensure accurate and timely updating of data collection, draws accurate conclusions and condense complex information and next steps into simple concise terms that others can understand, including routine and ad hoc reports.                                                                                                                                                                                

To be successful, you’ll have:

• A Degree with substantial subsequent relevant experience; or
• Extensive experience and management expertise in technical or administrative fields; or
• An equivalent combination of relevant experience and/or education/training.
• Relevant experience in leading and motivating a team, preferably in customer service.
• Evidence of experience in, and commitment to provision of a positive student or customer experience.
• Demonstrated experience working in an outbound call centre.
• Demonstrated experience working in a higher education environment and understanding of effective transition strategies.

Special Requirements

• This position may require the incumbent to occasionally work outside business hours.
• This position requires the incumbent to hold a current Working with Children Check.

Here's how to apply: 

Please submit your updated resume and a short cover letter outlining your skills and experience.

For a confidential discussion regarding this role, please contact John Dean, Manager, Student Central (Regional) on john.dean@deakin.edu.au

For a copy of the position description, please see below:

 Final PD - Coordinator, Outbound Campaigns.pdf

Applications for this position close at 11.55pm on Thursday 19^th September 2024.

Are You Ready?

Deakin is a Victorian university with a global impact. We are an agile, dynamic, and innovative university committed to making a positive impact through our excellence in education, research and innovation and the contributions we make to the wider community.

We understand that our reputation has been built on the dedication and expertise of our staff and we offer a dynamic and diverse working environment with opportunities to grow and develop careers. We believe that a progressive, thriving culture will ensure that people choose to come, and stay at Deakin and contribute to our ongoing success.

We value diversity and aim to build an inclusive environment that champions, embraces and respects differences. We support and encourage applications from Aboriginal and Torres Strait Islander people, and people of all abilities, cultures, sexual orientation, and genders.