• Employment Type: Full Time Continuing role
• Remuneration: Level 6: from $110,354 + 17% superannuation + leave loading
• Location: Kensington, NSW (primarily on-site role)

About UNSW

At UNSW, we pride ourselves on being a workplace where the best people come to do their best work.  We aspire to be Australia’s global university, improving and transforming lives through excellence in research, outstanding education and a commitment to advancing a just society.

About the Role

The Customer Experience and Project Officer – Short Courses plays a key role at AGSM Short Courses as the main contact for participants before their course begins, ensuring a consistently high level of personalised support. The role is essential in delivering a smooth and engaging experience from onboarding through to course completion.

In addition to project coordination and admin tasks, the role prioritises proactive customer service and empathetic support, including prompt responses to enquiries, resolving issues quickly, and making sure participants feel valued and supported throughout their learning.

The position reports to the Head of Program Delivery, with a dotted line to the Head of Open Short Courses, and supports the Director of AGSM Executive Education. It has no direct reports.

Responsibilities

• Provide high-touch, participant-focused support throughout the lifecycle of all AGSM Short Courses Open Programs and initiatives to ensure exceptional customer experiences.
• Serve as a key liaison for participants, delivering prompt, courteous, and solution-oriented assistance via email, intercom, and in-person interactions.
• Develop and maintain a deep understanding of course content, schedules, and learning platforms to guide and support participants effectively.
• Coordinate and communicate all operational logistics of courses, including booking venues, managing catering, troubleshooting platform and technology issues, and monitoring attendance using the Navigator platform.
• Actively monitor and follow up on participant feedback and enquiries, ensuring swift resolution and continuous improvement of services.
• Support the development of detailed project plans and timelines, incorporating participant touchpoints and experience milestones.
• Contribute to the tracking and reporting of course deliverables and participant satisfaction, aligning outcomes with quality and service standards.
• Collaborate closely with the Client Engagement Consultants, and internal stakeholders to ensure a cohesive, participant-first approach to course delivery.
• Provide administrative and logistical support to ensure smooth course execution, including preparing course materials, participant communications, and post-program engagement.

Skills and Experience

• Relevant tertiary qualification with subsequent relevant experience or equivalent competence gained through any combination of education, training and experience.
• Excellent written and verbal communication skills, with a high level of attention to detail for deliverables produced.
• Sound stakeholder management skills, with the ability to liaise effectively with a range of stakeholders.
• Experience working with a range of computer systems and applications.
• Excellent time management skills, with a demonstrated ability to respond to changing priorities, manage multiple tasks and meet competing deadlines by using judgement and initiative.
• Project experience, with an understanding of the project life cycle and development of project plans, objectives and documentation.
• Demonstrated ability to work collaboratively and productively within a team, but also to take initiative and work independently while managing competing demands.

For further details on role responsibilities and skills & experience required, refer to the position description found under the position listing on Jobs@UNSW

Benefits and Culture

People are at the core of everything we do. We recognise it is the contributions of our staff who make UNSW one of the best universities in Australia and the world.

Our benefits include:

• Career development opportunities.
• 17% Superannuation contributions and additional leave loading payments.
• Additional 3 days of leave over Christmas period.
• Discounts and entitlements (retail, education, fitness).

For further details on the benefits, please visit https://www.jobs.unsw.edu.au/lifestyle-benefits

To Apply: If this is of interest to you, please submit your application online: CV, Cover Letter and responses to the Skills and Experience outlined in the position description.

Sponsorship is not available for this role, full Australian working rights are required on application.

Contact: Tai James - Talent Acquisition Consultant tai.james@unsw.edu.au

Please apply directly through the website, applications sent to the contact above will not be accepted.

Applications close: 11.55pm, Tuesday 20^th May 2025 

UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff.

The University reserves the right not to proceed with any appointment.