Senior VTAC Connect Officer

We are looking for people who are digitally savvy, agile, deliver quality outcomes and are excited by the possibilities that await them at VTAC! 

• Flexible work-life balance | Hybrid working arrangements | Rewarding Environment

• State of the art office

• Values-Led Culture | Central CBD Location | Transparent Leadership

• Casual with requirements of up to full-time hours on an as needs basis

• Start: Immediate 

Victorian Tertiary Admissions Centre Limited (VTAC)
vtac.edu.au

The Victorian Tertiary Admissions Centre (VTAC) is an independent shared admissions service facilitating access to tertiary education and further study opportunities and pathways for learners in Victoria and beyond. VTAC supports young people, professionals, and learners of any age and at any stage of life to connect with further study to achieve their learning aspirations, professional growth, and dream careers. 

It’s an exciting time to join VTAC as we are undertaking a once in a generation, whole of organisation transformation focused on contemporary user experience, technology uplift and future focused services that will support life-long learning and future generations of learners, schools, and tertiary education providers.

We are looking for people who are digitally savvy, agile, deliver quality outcomes and are excited by the possibilities that await them at VTAC!

About the role 

The Senior VTAC Connect Officer is a second point of contact for enquiries on a broad range of matters relating to tertiary admission and the various services offered at VTAC.

Reporting to the VTAC Connect Manager, a typical week may include any or all of the following:

• Provide high-level customer service to resolve complex customer enquiries, complaints and issues, including responding to Tier 2 escalated cases. 

• Ensure consistent, professional, and timely response to all customer interactions.

• Coach, mentor, and provide ongoing support to junior VTAC Connect Officers, ensuring they meet performance standards. 

• Develop and deliver training programs, resources, and process guides on areas of subject matter expertise.

• Promote a positive team culture of continuous improvement by supporting staff in managing their workloads and sharing best practices. 

• Maintain operational workflows across a variety of administrative tasks, including processing of application documentation and verification of study claim information. 

• Ensure that information from applicants is captured and recorded accurately in the Application Processing Environment (APE) and Microsoft Dynamics CRM. 

• Monitor and report on team performance metrics and process efficiencies.

• Prepare reports and analyse service trends to provide insights to support decision-making.

• Maintain a proactive approach to identify potential service gaps or inefficiencies, and contribute to strengthening knowledge (operational and systems) across VTAC. 

• Represent VTAC at various events including webinars, expos and institution Open Days.

• Other duties as directed.

About you 

To be successful in this role you will be digitally savvy and thrive in managing shifting priorities in a dynamic environment. You will have these qualifications, skills and knowledge:

• A diploma level or tertiary level qualification in a relevant field, or equivalent relevant experience.

• Demonstrated experience in providing high levels of customer service in a busy office environment.

• Strong administrative skills.

• Ability to interpret policies, systems and processes and apply them appropriately.

• Excellent written and verbal communication skills with a diversity of stakeholders.

• Ability to manage and complete multiple tasks on time with excellent attention to detail and accuracy.

• Ability to work as an effective supervisor and to exercise independence, judgement, and initiative.

• Good computer literacy, including the ability to learn and adopt new software packages as required.

• Strong ability to maintain confidentiality.

Desirable, but not essential:

• Experience working in the university/education sector

• CRM experience, ideally in Microsoft Dynamics 

We offer

VTAC offers a collaborative workplace, generous terms and conditions, flexibility, a diverse and inclusive environment, learning and development opportunities and wellbeing support including EAP services.

Submit your application via SEEK including a resume and cover letter outlining your interest and capabilities for the role. For any questions, contact ************@vtac.edu.au.

Applications close at 11:59pm on Friday, 02 May 2025.