Information and Services Coordinator

Monash•Clayton, NC

13d•Hybrid

About The Position

As an Information and Services Coordinator with Monash University Accommodation, you will coordinate the day-to-day operations of the Admissions team, ensuring the efficient delivery of high-quality customer service to current and prospective students. You will provide guidance and support to Admissions staff, coordinate workloads, rostering and training, and oversee the provision of accurate and consistent information relating to on-campus accommodation, admissions processes and off-campus accommodation options. You will play a key role in supporting accommodation applications, offers and allocations, managing complex enquiries and service issues, and ensuring a consistent and positive customer experience. You will also identify and implement improvements to systems, processes and communications, develop operational procedures and knowledge resources, and use data, reporting and AI tools to identify trends and support decision-making. Building strong relationships with internal stakeholders and external accommodation providers will also be an important part of the role.

Requirements

Experience coordinating a customer-focused administrative or service function.
Strong organisational skills.
Ability to manage competing priorities.
Ability to coordinate workloads.
Ability to support a team to deliver excellent outcomes.
Hands-on approach to customer service.
Sound judgement and initiative.
Ability to develop and implement effective operational processes and systems.
Highly confident communicator.
Strong analytical and problem-solving skills.
Ability to manage complex enquiries.
Ability to negotiate positive outcomes with a diverse range of stakeholders.
Highly developed digital and systems skills, including experience with Microsoft Office, Google Suite and AI tools.
Comfortable using data and reporting to inform improvements.
Strong emotional intelligence.
Ability to foster positive team dynamics.
Ability to understand the needs and motivations of team members.
Ability to create a supportive and collaborative working environment.

Responsibilities

Coordinate the day-to-day operations of the Admissions team.
Ensure the efficient delivery of high-quality customer service to current and prospective students.
Provide guidance and support to Admissions staff.
Coordinate workloads, rostering and training.
Oversee the provision of accurate and consistent information relating to on-campus accommodation, admissions processes and off-campus accommodation options.
Support accommodation applications, offers and allocations.
Manage complex enquiries and service issues.
Ensure a consistent and positive customer experience.
Identify and implement improvements to systems, processes and communications.
Develop operational procedures and knowledge resources.
Use data, reporting and AI tools to identify trends and support decision-making.
Build strong relationships with internal stakeholders and external accommodation providers.