Vacancy Number: #388
Position Title: Student Hub Advisor
Employment Type: Casual
Department: Student Hub
Location: Multi-Campus (as directed by the Manager)
Award / Agreement: Melbourne Polytechnic Academic and Professional Staff Agreement 2025 (PACCT)
Classification Level: PACCT 4.1
Hourly Rate: $44.48 per hour
Applications Close: Tuesday, 1 September 2026
Provide exceptional frontline customer service, student support and administration services, maximising first point resolution for current and former Melbourne Polytechnic students.
Melbourne Polytechnic has delivered hands-on, future-focused education for more than 110 years. Our people play a vital role in supporting students, industries and communities across Victoria.
In this role, you’ll enjoy:
- Meaningful work that supports education, training, innovation and student success
- A supportive and collaborative team environment
- Flexible work arrangements, where applicable
- Exposure to diverse programs, systems and continuous improvement initiatives
- A values-driven organisation committed to inclusion, wellbeing and quality
Reporting to the Team Leader Student Hub, this position is the primary service point for current and former students of Melbourne Polytechnic and responds to incoming general queries from the community.
You will provide student support and administration services, maximising first point resolution and using a case management approach for complex queries. Working closely with Teaching Departments, Academic Registry, Student Services and other areas of the Institute, you will provide timely, customer-focused, high-quality advice and support to students, staff and other internal and external stakeholders.
Reporting to the Team Leader Student Hub, this position suits someone with strong communication, interpersonal and problem-solving skills who can provide exceptional customer service in a fast-paced environment.
What You'll Do
- Monitor, triage and manage large volumes of enquiries via phone, web request, email and face-to-face contact, using a case management approach to provide clear and timely advice
- Provide exceptional frontline customer service and general administrative services, including reception duties, wayfinding, correspondence, database maintenance, filing and reporting
- Use initiative, sound decision-making and judgement to respond to stakeholder issues, undertake internal investigations and work with other areas of the Institute to support resolution
- Provide advice and referrals to specialist and support services, including appointment bookings, and support students seeking to amend or withdraw from units of study
- Process student enrolment payments and transactions, including DebitSuccess tuition payment plans, and provide information on loan terms and conditions, repayment obligations and Melbourne Polytechnic’s refund policy
- Interpret and communicate relevant policies, procedures and legal obligations and ensure compliance with confidentiality and privacy requirements
- Use systems including CRM Salesforce, STRATA and Microsoft applications, and support students to navigate Melbourne Polytechnic online services such as email and the Portal
- Manage challenging behaviours with assertiveness and confidence, de-escalating situations where required and escalating cases to the Team Leader
- Build collaborative relationships across Melbourne Polytechnic and contribute to improvements to Student Hub processes, systems and work practices
- Provide mentoring support to new Student Hub Advisor staff and participate in departmental and Institute training to maintain knowledge of legislative and internal processes
- A relevant tertiary qualification and a minimum of five years’ experience in a tertiary student administration environment
- Demonstrated strong written and verbal communication skills, including the ability to communicate effectively with a varied student cohort
- Ability to respond flexibly and with understanding and empathy to the needs of students at all levels and across all cultures
- Demonstrated experience adapting to new technologies or systems
- Well-developed interpersonal and problem-solving skills, with the ability to show initiative in identifying and pursuing opportunities
- Ability to build and maintain effective and productive relationships with a wide range of internal and external stakeholders, using a consultative approach and maintaining confidentiality
- Proven ability to work effectively as a flexible team member committed to achieving team goals and maintaining a supportive work environment
- Demonstrated capacity to manage your own workload and prioritise tasks while maintaining exceptional customer service
- Proven ability to manage challenging student behaviours and de-escalate situations
- Demonstrated knowledge of and commitment to Occupational Health and Safety, Anti-Discrimination, Quality Assurance and Continuous Improvement principles
Qualifications & Mandatory Checks
Appointment to this position is subject to meeting the qualification requirements (where applicable) and the successful completion of all mandatory employment checks.
Qualifications
To be considered for this role, applicants must hold relevant qualifications and/or equivalent experience aligned to the requirements of the role, as outlined in the Position Description.
Mandatory Checks
You must hold, or be eligible to obtain:
- A valid Victorian Working with Children Check (Employee)
- A National Police Check
- Any other role-specific employment, regulatory or safety checks required for the position
How To Apply
through Melbourne Polytechnic’s careers portal. You will be able to view the full Position Description and upload your documents online.
Please ensure you:
- Complete all pre-screening questions
- Upload your CV and a brief cover letter (maximum 2 pages) outlining how your skills and experience align with the role
- Maximum file size: 2MB per document
- Preferred format: PDF (Word .doc or .docx accepted)
- Avoid special characters in file names (e.g. ! @ # % *)
Our selection process may include:
- An interview (in person or via Microsoft Teams)
- Reference checks
- Employment and qualification verification
We aim to provide a respectful and timely recruitment experience for all applicants.
For further information, please contact the Recruitment Team via [email protected]
Melbourne Polytechnic is an equal opportunity and child-safe employer. We value the knowledge, skills and perspectives of Aboriginal and Torres Strait Islander peoples and strongly encourage applications from First Nations candidates. We also welcome applications from people with disability, people from culturally diverse backgrounds, women in underrepresented areas, and people of all genders, gender identities, sexual orientations and LGBTQIA+ communities.
Melbourne Polytechnic manages all recruitment directly. We do not accept unsolicited applications from agencies unless engaged through the State Purchasing Contract and with prior written approval.
