Salary Rate: HEW 5  (54.57 per hour + 11% superannuation)

Employment Type: Casual

Location: Melbourne Burwood campus +hybrid work arrangements 

About the role:

The Officer, Prospective Student Enquires is the first point of contact for prospective students and the general public, and provides information about courses, recruitment events and enrolments. This includes inbound phone, email, live chat and face to face consultations. The role builds and maintains the leads management database, and through outbound calls, nurture and convert those leads into Deakin students. The role also includes liaising with faculty representatives and following up with both faculties and prospects to ensure all enquiries have been resolved. A particularly strong focus of this role is to build the Future Students database and accurately record prospective student contact details, study interests as well as the outcomes of the enquiry in the Salesforce CRM.

To be successful, you'll have:

• Appropriate tertiary qualification or equivalent; or
• Minimum 2 years experience in both sales and customer service provision, including high level interpersonal skills, the ability to master content knowledge across a broad range of course and policy areas, and the ability to respond to people confidently, positively, and with respect while maintaining confidentiality when required

Your key responsibilities will be to:

• Deliver a high standard of accurate, tailored, high quality course information to prospective students in response to walk-ins, phone, email, mail, online and live chat enquiries whilst adhering to current privacy legislation and current university policies
• Ensure all inbound and outbound enquiries are recorded, reported and resolved in a timely manner
• Achieve set targets in regards to data collection, call success and attempt rate, lead generation and conversion
• Monitor course applications and conduct follow campaigns where required
• Consult with available sources to gather relevant information and seek the expertise and advice of other people as appropriate
• Clarify expectations and respond promptly to client requests, queries, or complaints to ensure client needs are met to agreed standards and timelines 
• Build productive relationships with a diverse range of existing stakeholders and actively seek to maintain positive relationships
• Recognise the importance of teamwork and of effective communication amongst team members and build rapport within immediate team in ways that are respectful and inclusive of others

About us:

The flexible learning options we provide our students and our diverse team of professionals and academic experts has enabled us to achieve a 5-star rating by the prestigious university ranking organisation Quacquarelli Symonds. For eight consecutive years, we've achieved the highest level of overall student satisfaction among Victorian universities. We have a network of campuses, learning centres and research centres across Victoria and corporate offices in Melbourne, China, Indonesia, India and Sri Lanka. Our online Cloud campus provides more than 13,000 students with access to state-of-the-art digital tools and direct access to world-renowned academics. As a Victorian university with a global impact, Deakin is translating its research into commercial outcomes that will help drive innovation for Australia’s economy.

Applications for this position close on 10-07-2025. Please submit your updated resume and 1 page cover letter.