Position Description –Customer Contact Officer, Service and Support Centre

Position Details

Position Title: Customer Contact Officer, Service and Support Centre

Position Number: NEW

School/Group: Information Technology Services ITS

Campus Location: Based at the city campus, but may be required to work and/or be based at other campuses
of the University.

Classification: HEW 5
Salary Schedule: http://www.rmit.edu.au/browse;ID=ewhtlt73t01

Employment Type: Continuing

Time Fraction: 1.0

RMIT University

RMIT is a global university of technology and design, focused on creating solutions that transform the future for the
benefit of people and their environments. We are global in attitude, action and presence; urban in orientation and
creativity; and connected through active partnerships with professions, industries and organisations.

RMIT University enjoys an international reputation for excellence in professional and practical educational
programs and high quality outcome-oriented research.

One of Australia’s original educational institutions founded in 1887, RMIT is now the nation’s largest tertiary
institution. The University offers an extensive range of postgraduate, undergraduate and vocational programs

RMIT has three Melbourne campuses – in the central business district and in Brunswick and Bundoora in the city’s
northern suburbs - campuses in Hanoi and Ho Chi Minh City in Vietnam and a site in Barcelona, Spain. With
significant partnerships in Hong Kong, China, Indonesia, Malaysia and Singapore, RMIT has a strong educational
presence in the Asia-Pacific region. The University’s total student population of 82,000 includes 30,000
international students (onshore and offshore).

RMIT is a leader in technology, design, global business, communication, global communities, health solutions and
urban sustainable futures. It is ranked in the top 150 universities in the world for engineering, computer science and
information systems, economics, communication and media studies, accounting and finance and education in the
th
2013 QS World University Rankings and 10 in Australia.

www.rmit.edu.au

Portfolio Group

Information Technology Services (ITS) provides RMIT University with Information and Communication Technology
(ICT) systems and services. Our role is to support RMIT’s high quality teaching, learning, research and
administrative activities. Information Technology is of increasing importance to the research, teaching and learning
life of a university, particularly a ‘global university of technology and design’ like RMIT. ITS has developed, in
conjunction with the broader University, an ICT Plan to 2015. This plan highlights five goals for ICT within RMIT.
They include:

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1. Unconstrained Research - “the capability to unleash your imagination” Establish an ICT environment which can
unlock the potential and enable the innovation of the RMIT research community and its partners globally.
2. Anywhere, Anytime Student Computing - “a great environment to connect and learn”. Create a simple, flexible
and effective computing environment to allow students to focus on the things that really matter.
3. Technology Enhanced Learning & Teaching - “empowering the creation of world-class education”. Establish an
ICT-rich learning and teaching environment to enable flexible learning models that stimulate creativity, collaboration
and interaction
4. Effective and Efficient University Operations- “engineering simplicity”. Create a modern and efficient operations
environment that makes the University easy to deal with.
5. High performance Infrastructure - “enabling transformation, creativity and innovation”. Build a secure
infrastructure environment that promotes RMIT as a “global University of technology and design”.

ITS has an essential role to play in realising these goals.

Website: www.rmit.edu.au/its

Position Summary
The Customer Contact Officer, Service and Support Centre, first priority is to provide support to students, academic
and administrative staff across varying customer contact channels including phone, web form and face-to-face.

Customer Contact Officer, Service and Support Centre will proactively deliver standard advice, fulfil service
requests and resolve incidents for interactions not requiring on-site assistance including the use of remote support.

Customer Contact Officer, Service and Support Centre will be required to support customers across the RMIT
footprint ranging from city campuses to Brunswick and Bundoora sites. There may also be a requirement to work
occasional shift work or weekends depending on business requirement to cover the University core support hours.

Reporting Line
Reports to: Service and Support Centre, Service and Support Centre Team Leader

Direct reports: 0

Organisational Accountabilities
RMIT University is committed to the health, safety and wellbeing of its staff. RMIT and its staff must comply with a
range of statutory requirements, including equal opportunity, occupational health and safety, privacy and trade
practice. RMIT also expects staff to comply with its policy and procedures, which relate to statutory requirements
and our ways of working.

Appointees are accountable for completing training on these matters and ensuring their knowledge, and the
knowledge of their staff, is up to date.

Key Accountabilities
1. Log telephone, web form, face-to-face and other customer channel interactions within the time limits defined in
the Service Level Agreements (SLA)
2. Take ownership of customer incidents and service requests by logging, managing and coordinating enquiry
through to resolution and satisfactory closure
3. Provide first call resolution by drawing on technical expertise and/or knowledge base utilisation
4. Keep all customers informed of their enquiries progress
5. Update, solve or escalate incidents and service requests within prescribed SLAs
6. Provide technical education to customers were required
7. Demonstrate exceptional customer service skills whilst addressing all customer enquiries
8. Proactively populate the RMIT Service Centre knowledge base
9. Undertake other duties as directed by the Service Centre Team Leader, ITS

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Key Selection Criteria
1. Demonstrated strong customer experience focus showing empathy, understanding and readiness to get the job
done to their satisfaction
2. Proven ability in providing accurate and timely advice and assistance to customers and management
3. Demonstrated effective interpersonal, communication and negotiating skills
4. Demonstrated analytical and problem solving skills
5. High attention to detail and ability to follow processes
6. Demonstrated skills in the use of Microsoft Windows, OSX and mobile based operating systems

Qualifications
Relevant tertiary qualifications and/or substantial industry experience.

Endorsed: Signature: Approved: Signature:

Name: Name:
Title: Title:
Date: Date:

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