About the Position

The Senior Coordinator, Student Lifecycle (Service Quality and Reporting) is entrusted with the critical responsibility of orchestrating comprehensive planning, coordination, data management, and reporting for the essential services provided by the Student Lifecycle team, while also extending vital support to the Delivery Services team. This pivotal role involves a thorough assessment of service demand, vigilant oversight of enquiry channels, and the strategic coordination of staff resources and training to achieve exceptional standards of service delivery. The Senior Coordinator takes the lead in crafting annual and semester-based operational plans and in producing high-quality reports and insightful analyses that reflect service effectiveness. Additionally, this role oversees a team of Senior Services Officers dedicated to driving process improvements, generating impactful data and reports, and designing and executing significant events in collaboration with university teams.

Your exceptional background in service design and delivery, coupled with your strong data reporting skills—including expertise in Microsoft Excel and other reporting systems—will undoubtedly make a significant impact in this role.

_To be successful in this position, you’ll have: _

• Excellent communication and stakeholder management skills to interact with a diverse range of individuals, cultures and complex situations, and influence and negotiate solutions with a customer focus.
• Skills and experience in successfully leading, motivating and managing a team that manage a high volume of queries and issues and foster a strong commitment to high level customer service.
• Service and operational planning skills across multiple sites and channels, including monitoring and responding to service needs.
• Effective organisational skills in the planning, development, implementation, operation and review of resources and/or services to achieve a quality environment.
• Data literacy with the ability to generate high quality reports, evaluate findings and interpret the results.
• Experience in championing change management and process improvement to deliver new ways of working.
• High level computer skills with experience using the full Microsoft suite, databases and Customer Relationship Management (CRM) software.

Mandatory Qualifications:

• Relevant tertiary qualification and/or an equivalent combination of relevant experience in leading fast paced client focused teams