Description Exciting Opportunity within our Advisory & HQ Team Continuing Full-Time Role Located primarily at our Whitten Oval Campus About Us: At Victoria University, we are committed to fostering a positive workplace culture that supports the provision of advice to current and future students. Join us on the journey and help us achieve our strategic drives embedded in our Strategic Plan 2022-2028: Start well, finish brilliantly. One of the drivers “Thriving place to Study and Work” will enable us to continue to create places that our students and staff love to belong and feel immense pride. About the Role: This is an exciting opportunity for a dynamic and passionate Contact Centre Team Leader to become a valuable member of our contact centre team. Reporting to the Manager Contact Centre, you will provide exceptional leadership and hands-on supervision to a team of contact centre agents. Your primary focus will be ensuring prompt, efficient, and high-quality service that exceeds student expectations. You’ll also manage complex escalations and collaborate across departments to resolve student inquiries quickly and effectively An example of your responsibilities or duties you may perform will include: Oversee day-to-day operations of the contact centre, providing high quality and timely consultancy and advisory services to specifically address inquiries from individuals considering VU for their education. Lead and manage a team of Contact Centre Agents to ensure the delivery of exceptional customer service to current students, providing guidance, coaching, and support to team members, fostering a positive and efficient working environment. Contribute to the recruitment and onboarding of new team members focused on engaging with current students. Leverages extensive knowledge and experience within the field to offer expert advice and effectively address complex escalations. This is a continuing full-time position (36.75 hours per week) at the HEP Level 7 classification and the salary range is $97,863 per annum -$105,932 per annum, plus 17% employer superannuation contribution. Primarily based at Whitten Oval Campus, with a requirement to work across other campuses as needed. For a copy of the position description, please click here: Team Leader Current Students About You: Confident and proactive leader who thrives in a fast-paced, service-driven environment. Can bring proven experience leading contact centre teams and driving high-performance outcomes. Are solutions-focused and calm under pressure, adept at managing escalations with empathy and professionalism. Strong interpersonal and communication skills support effective cross-team collaboration to deliver prompt, student-first resolutions. Passionate about service excellence and continuous improvement, using data and feedback to enhance team performance How to Apply: To view the job advert and to submit your application please click here : Team Leader Current Students and Apply Now. Applications must be submitted as a single document comprising: A cover letter Your curriculum vitae/resume Your responses addressing all selection criteria located in the position description Evidence of applicable qualifications, licences and registration Application Closing Date: Sunday, 20 July 2025 at 11.59pm (AEST) Visa sponsorship is not available for this position. This role requires for applicants to have full and permanent working rights in Australia. Who to Contact? For further information relating to the position, please contact Tessa Benson, Director Advisory & HQ via email at Tessa.benson@vu.edu.au You may also want to consider and apply for our advertised Manager Contact Centre role. This opportunity could be the perfect next step in your journey. Why Join Us: VU provides competitive salaries, excellent superannuation, and a variety of benefits. The university fosters an environment where staff can excel, achieve their goals, and develop their careers. With a focus on diversity, inclusion, and family-friendly policies, VU supports both professional and personal well-being. For more information, please visit our Jobs at VU Webpage Our Commitment to Protecting Country: Victoria University honours its deep diversity as a foundation for collaboration and social progress. We will demonstrate sensitivity in respecting First Nation perspectives. We will ensure that we respect our Indigenous voices and commit to sustainable Protecting Country. We will take leadership responsibility, in all that we do, to improve the health and wellbeing of our local and global communities, and the planet that we share. Our Commitment to Progressive Inclusivity Victoria University welcomes and celebrates the diverse perspectives, identities, and backgrounds of all people. We are committed to progressive inclusivity as a core strategic priority. All members of the VU community have a responsibility to be inclusive, respectful and supportive of all. We are committed to maintaining a workforce which reflects the community we serve, this means we strive to attract, retain, develop and empower talented individuals from all backgrounds. We encourage applicants who are Aboriginal and Torres Strait Islander peoples, people with disability, culturally and racially marginalised people, those from the LGBTQIA community, people from all ages and socio-economic backgrounds. We believe that a diversity of experiences and perspectives strengthens our community and fosters a more innovative, inclusive, and supportive working environment, where everyone feels they belong. VU is committed to providing a positive and barrier-free recruitment experience. If you have access requirements or would benefit from adjustments, including with position descriptions, application forms, or require any other document in an accessible format at any stage of the recruitment process please contact us at inclusivecareers@vu.edu.au or call (03) 9919 5999 .
