Student Service Liaison Officer

Organisation: Victoria University

Job Title: Student Service Liaison Officer

Word Limit:  1 page per criterion

Location: Footscray Park Campus

Knowledge and/or education/training equivalent to: An Associate Diploma level qualification
with relevant work related experience or a certificate level qualification with post-certificate
relevant work experience is required; or completion of an Advanced Certificate and extensive
relevant experience and on the job training; or an equivalent combination of relevant
experience and/or education/training.
With almost two years of relevant experience in a Student Advisor role and recent completion of a
Graduate Diploma in Enterprise Resource Planning (ERP) Systems as well as holding a Bachelor of
Information Technology, I have acquired the skills and knowledge that are necessary to undertake the
duties of Student Services Liaison Officer with Victoria University.
In my current position as Student Advisor with Open Universities Australia (OUA) I provide first point of
contact to university clients, particularly current students via telephone or face-to-face meetings. I am
proactive in my relationship with clients and have established a loyal client base. Utilising my superior
customer service skills, I assist students with their enrolments, help them to plan their studies and
answer any questions in regards to studying with Open Universities. Further responsibilities that I have
include:
 The creation of brand awareness, promotion of TAFE and Higher Education Programs to
maximise sales and enrolments. This involves utilising materials from the Marketing
Department and providing information and career options to clients in relation to the courses
OUA has on offer
 Working efficiently and effectively in accordance with Quality Assurance obligations in order to
meet and exceed set Key Performance Indicators
 Volunteering under the guidance of the Marketing and Communication team at expos to
represent and promote the university
 Communicating effectively with and building positive relationships with other departments and
stakeholders within the university
 Providing clients with updated university information in regards to the 21 partner universities
of OUA
My current position requires me to demonstrate considerable judgement when responding to client
queries as I have to balance being informative, honest and helpful with trying to steer the customer
towards decisions that would not only benefit them but also be positive for the university. An example
of this is when I negotiate with students to add on extra units to their current study which creates
increased revenue for the university.
Throughout my studies I have gained valuable knowledge and skills in the areas of:
 Understanding and taking account of social consequences of work and acting in accordance
with the codes of professional conduct and practice
 Effectively applying methods, tools, research skills and techniques to implement and manage
correct information products and systems
 Thinking creatively and critically to provide productive solutions to issues
 Effectively using computer hardware and software
As a result of my studies I am also skilled in the areas of Enterprise Resource Planning systems
operation and Enterprise Resource Planning project management, with the ability to drive the flow of
information between all internal business functions while managing connections with outside
stakeholders.

Experience in a client service environment and demonstrated high level customer service
aptitude and skills.
Throughout my career I have worked in client service environments and have demonstrated
achievement in and enthusiasm for the provision of high quality customer service. I am
experienced in providing superior customer service that is timely, accurate and professional via
email, telephone, internet and face-to-face meetings and I have been the recipient of numerous
testimonials from students, thanking me for my outstanding service.
I currently work as a Student Advisor for Open Universities Australia (OUA) which involves a high
volume of client contact. I regularly liaise with students, their families, academic staff and key
stakeholders to ensure their needs and goals are met. My responsibilities include building rapport
with students in order to determine their needs and career goals and providing relevant advice as
to how they can reach their goals through the courses OUA has on offer. When communicating
with clients I focus on listening to their needs, and respond appropriately. I believe strongly in
educating myself in the business of my clients, as I believe this individual approach assists in
developing appropriate solutions, and I demonstrate to the client that their needs are important
and that they come first. An example of this was an instance when I was providing support and
advice to a student in regards to his career path. He had attended the meeting with his mother
who was very impressed at the high level of service and advice that I was providing. As a result of
this she ended up enrolling into the same course as her son as she was excited about the
prospects the course could provide for her future.
Additionally in this role I am required to demonstrate high levels of customer service when
processing applications for Undergraduate courses and Recognition of Prior Learning (RPL)
applications. This involves liaison with a number of departments throughout the university,
including Administration, OUA Provider Universities, Academics and the students themselves. I
must ensure that all documents are completed accurately prior to submitting them to the relevant
provider university which involves open and clear communication with the students. It is also my
responsibility to check the students RPL status and ensuring they are enrolled into the desired
course and appropriate credits are applied. Due to the diverse range of clients that I deal with on a
day-to-day basis I have confidently developed and increased my skills in customer service which
enables me to maintain the highest performance standards.
In my previous role as Outbound Call Centre Operator with Country Energy I was required to
interact by phone with current and potential customers to identify sales opportunities with new
and existing customers. I was also required to make calls to customers who had questions or
concerns related to their purchase experience or product use and when problems arose on
customer accounts. This role involved utilising my high level customer service skills in order to
build a positive rapport with customers to assist me with meeting sales targets.
I have also been trained in customer service at a McDonald’s store which is a company renowned
for providing superior levels of customer service. It was my responsibility to ensure that I delivered
the highest level of customer service, in a clean and safe environment while adhering to
McDonald’s policies and procedures. As a result of my exceptional customer service, being a
leader in the restaurant, exceeding McDonald's employee standards and receiving compliments
from customers I was successful in receiving recognition and was awarded with Crew Member of
the Year.

Demonstrated ability to work in a small integrated team, and contribute to the continuous
improvement of the team.
Supporting productive working relationships, I have demonstrated myself to be an active team
member with a proven track history of cultivating relationships and building trust to enhance
productivity and achieve improved workplace communication and team relationships. I have built
excellent relationships with students and staff members at Open Universities Australia (OUA) and
many previous colleagues with whom I remain in regular contact with. I often attend Tertiary
Information Sessions and Expos with co-workers which has proven to assist in sustaining ongoing
relationships.
Throughout my employment history I have demonstrated my ability to work effectively in teams in
fast changing environments and have consistently achieved personal as well as company goals. On
numerous occasions I have provided constructive suggestions to teams that I have been working
with in order to produce accurate work and achieve set deadlines. As a team member, I am
mindful of my role and the roles of others to ensure successful outcomes. I have been part of
teams that take a problem-solving approach to tasks and have helped formulate action plans. In
such situations, I enjoy the ability to work together to brainstorm ideas. In my current position as
Student Advisor with OUA I meet with other members of the Advisory team twice per week in
order to discuss new ideas for improving productivity. We have recently come up with some
incentives to promote continuous improvement such as providing gift vouchers to the top
performer of the week and running team competitions where the winning team receives a free
lunch sponsored by the university. This helps to foster an environment where we all work
collaboratively to achieve common goals.
Additionally I have been involved with the Student Success Hub team through each study period at
OUA in my role as Student Success Advisor. The Student Success Hub team is required to contact
new undergraduates and guide them to their first steps of success. Recently we were proposed a
target of 3000 new students who needed to be contacted within the first three weeks of their
studies. Working together to achieve this goal we managed to contact them in two and a half
weeks which gave us some extra time to recontact students were not available during the first
contact attempt. Campaigns such as this bring team unity followed by the positive aspect of
celebrating when set goals are achieved. I have been committed to be a positive contributor to the
team in order to bring desirable success to the university.
I was selected for my role as Customer Service Representative / Trainer with McDonald’s based on
my ability to work as part of a team as teamwork forms a large part of the company training
programs and performance appraisals. In order for the restaurant to operate efficiently, it was
important that I worked well with all members of the restaurant team to work together and follow
the systems in place to ensure that the best quality food and service was provided to customers.
In this role I worked with others to achieve results and engaged those around me by
demonstrating a positive attitude and commitment to achieving results. I ensured that I made a
personal and constructive contribution to my team and readily involved others to accomplish
individual and team goals.

Demonstrated ability to source and communicate relevant information based on interpretation
of rules and standard procedures for the resolution of customer enquiries.
Throughout my employment history I have demonstrated high level problem solving skills and
research/analytical ability including the ability to obtain and interpret information and make
specific recommendations.
In my current role as Student Advisor with Open Universities Australia (OUA) I am often required
to identify key facts in an array of information. I utilise my skills to recognise when pertinent facts
are incorrect, missing or require supplementation or verification. I actively distinguish information
that is not pertinent to a decision or a solution. An example of this is when I dealt with a cross-
institutional student who wanted to participate in second year unit online with OUA. I was
required to search for the appropriate study unit based on instructions given by the student’s
current provider. I read the unit outline, compared it with units OUA had on offer and provided
the best solution by suggesting a similar unit for the student to partake in. In keeping with OUA
rules and standard procedures, it was my responsibility to ensure that the student had written
approval from their current university and obtained copies of transcript to verify that he had
completed the first year units to fulfil pre-requisite requirements. As a result of my ability to
source and communicate the relevant information to the student he was able to submit his
application to the course coordinator who approved his status to enrol with OUA.
In another instance in my role as Student Advisor I worked with a student who had called to
enquire about a Bachelor of Nursing degree. Due to the fact that OUA no longer provided this
degree, I utilised my ability to source information on a university that could deliver this course to
the student. I obtained relevant information from the client to relay to the new provider university
to determine whether or not she met the entry requirements. Due to the fact that she did not
meet the requirements I liaised with the new provider university to obtain relevant information on
courses she would be required to complete to gain entry. I communicated this information to the
client and suggested some bridging courses that she could complete with OUA that would give her
relevant qualifications to later enter the nursing course.
In my role as Library Worker with the University of Ballarat I provided a responsive and innovative
service when providing information for the resolution of customer enquiries. I was responsible for
providing collection, services and facilities to support the learning, teaching and research
programs of all university staff and students who were on campus and at partner universities, both
on and off shore. As well as providing a range of services, including lending resources and
responding to IT and library reference queries I was also involved in the provision of information
literacy programs and support with the aim of encouraging staff and students to develop lifelong
learning abilities through independent research and information acquisition skills and knowledge. I
often assisted new students by providing information and instruction on how to use the printers
and other equipment in the library or how to access WebCT, an online virtual learning
environment.
Additionally, in my role as Outbound Call Centre Operator with Country Energy I was often
required to source and communicate relevant information for customers in relation to matching
competitor’s prices. In line with company policies I would obtain the relevant information required
to make a suitable comparison of prices. I could then relay this information back to the customer
so they could easily make a decision as to which provider to sign up with.

Demonstrated computer literacy in the use of a range of applications, including
word processing, database, spreadsheets and multimedia systems.
Demonstrating a high level of attention to detail, I offer advanced technical and computer skills
with the ability to acquire new skills quickly and easily. I am proficient using various software and
systems including:
 Microsoft Office Suite: Word, Excel, Outlook, PowerPoint, Front Page, Works & Access
 Skilled in the use of Windows XP, Vista, SalesForce CRM, SAP CRM and Oracle
 A wide variety of telephone systems
 All internet and email applications
Duties and responsibilities I have undertaken that demonstrate my highly developed computer
literacy skills include:
 Account management – utilising Excel Spreadsheets to keep track of student account
details and to ensure they are contacted when necessary
 Developing academic plans – using MS Word to provide an accurate record of student
goals and degree requirements
 Typing of minutes, letters and correspondence – using MS Word to collate the information
and MS Access to distribute it
 Emails – using MS outlook on a daily basis to send emails, check calendars and make to do
lists to prioritise tasks
 Generating reports – using Excel Spreadsheets to generate reports used during team
meetings
 Research – I utilise the internet to research relevant information, policies and legislation
During my studies at Victoria University and University of Ballarat I often utilised Microsoft
PowerPoint to support both group and individual presentations. I used PowerPoint to combine
text, graphics and multi-media content to create professional presentations. By using PowerPoint I
could improve the clarity of my presentations and it assisted me with illustrating my message and
engaging my audience. While studying at Victoria University I worked with a study group who
created a presentation on how CRM systems create values to customers.
The completion of a Bachelor of Information Technology with University of Ballarat has provide
me with the skills and knowledge to design and implement up to date computer-based systems,
including those related to internet technology, multimedia and web-based applications. This
program has provided me with fundamental knowledge of IT along with skills in key areas
including cloud computing and mobile application development.
In all of my employment positions I have quickly developed a reputation as someone with a high
level of computer literacy and I regularly help colleagues with some of their basic computer needs.
For example showing colleagues how to perform mail merges in Microsoft Word and assisting with
the design of spreadsheets in Microsoft Excel.
My practical experience combined with my knowledge gained from university studies clearly
demonstrates my high level of computer literacy in the use of a range of applications, including
word processing, database, spreadsheets and multimedia systems.

Demonstrated ability to manage and practice duties within limited time constraints and
confliction demands.
As a self-motivated, results orientated professional, I take responsibility for achieving outcomes
and meeting targets while managing and practicing my duties within limited time constraints and
confliction demands. My ability to manage time, set priorities, possess vision and plan and
organise my own work has been clearly demonstrated throughout my employment history. I have
been regularly required to meet objectives within time constraints, conflicting demands and
within budgets as well as manage a number of tasks simultaneously to meet agreed outcomes.
Throughout my employment history I have been committed to demonstrate my highly flexible
approach with the ability to work on multiple tasks simultaneously and handle frequent
interruptions with completing deadlines and changing work priorities. Dedicated to ongoing
improvement, I believe it is important to challenge the ways of working on a regular basis in order
to determine if there is an improved way of performing a task that can deliver highly priorities
work first.
In my role as Student Advisor with Open Universities Australia (OUA), in order to optimise my
organisation and time management I prioritise my workload to ensure I meet deadlines by
creating a “to do” list each morning and rescheduling them as needed throughout the busy
working day. I have used various tools to organise my work, including the MS Outlook diary,
reminders and to do list. As I am a liaison contact person between the university and students, I
can often face problems and pressures daily which are proficiently maintained by remaining highly
organised.
Additionally in my role as Student Advisor I am required to maintain a high level of flexibility when
dealing with student enrolments as students can often change their minds at the last minute in
regards to their study path. There have also been instances where with the deadline for
enrolments approaching, students have not submitted their relevant documents on time. I have
taken it upon myself to follow this up with students to ensure they don’t miss out on a place with
OUA. Hence there is an apparent need to consider enrolment time limitations and any potential
hold-ups to achieve maximised client service levels.
When receiving phone enquiries from current or potential students at OUA I am required to
adhere to Average Talk Time (ATT) requirements in order to meet set KPI’s of the department. This
requires ensuring that queries are resolved within twelve minutes, providing the call in not in
relation to a complaint. The ATT is measured from initial greeting and ends with the disconnect. I
am required to pay attention to the Student Enquiry queue as well as responding to emails at the
same time. I have often been commended on my ability to meet and exceed this KPI.
While employed at McDonald’s as a Customer Service Representative / Trainer I often
demonstrated my time management and organisational skills. Working in a fast-paced
environment it was important that I met the needs of the customers by simultaneously greeting
customers, taking their orders, transmitting them to kitchen staff and presenting their meals
within a set timeframe. It was important to manage and practice my duties with adherence to the
quality and work standards of the chain. I also gained valuable event management experience
through the involvement with McHappy Day, raising funds for children suffering with cancer and
the FIFA World Cub sweep event.

Well-developed interpersonal, written and verbal communication skills.
A confident and experience communicator, I possess well developed interpersonal, written and verbal
communication skills which can be demonstrated throughout my employment history where I have
communicated with internal and external stakeholders both verbally and in writing on a daily basis.
This has included clients, students, university educators and representatives as well as members from
my direct team.
Throughout my career I have assumed a high level of responsibility that has demanded exceptional
communication, including customer enquiries and complaints, developing academic plans, working
closely with senior management as well as facilitating and attending staff meetings. I strongly believe
that effective communication is the most important issue in any organisation and needs to be clear
and concise. I have demonstrated interpersonal skills that are of very high standard, paving the way for
performance appraisals by supervisors, who have commended me on many occasions for my clear
speaking manner, understanding and empathetic attitude whilst performing my duties.
In my role as Student Advisor with Open Universities Australia one of my duties is to respond to cases
by email and telephone. I am required to liaise with students from a diverse range of backgrounds.
When dealing with complaint cases I ensure that I ask questions and listen carefully to determine
exactly what the student wants me to do. Often, just listening to the complaint is just as important as
doing something about it. I ensure that I repeat what the student has said to check that I have
understood and I am aware of what they want me to do. In instances when I cannot solve the issue
directly I am required to participate in inter-departmental communication in order to attain a solution
for the student’s complaint. There have been occasions when I have not been able to do exactly what
the student would like me to do. In such situations I have clearly outlined the alternatives and what I
am capable of doing. Dealing with complaints professionally and tactfully fosters positive relationships
and helps to maintain a positive reputation of the university.
I have also participated in Student Success Campaigns where I have assumed responsibilities such as
guiding the new undergraduate students on how to commence their studies, mentoring them on essay
writing and referencing as well as how to navigate the university’s blackboard system. This has allowed
me to expand my communication skills and gain confidence in presenting to a diverse range of people.
My role as Outbound Call Centre Operator with Country Energy relied on my well developed
communication skills, the ability to speak clearly at an appropriate pace, convey information succinctly,
present key points and write in an uncomplicated manner. In this role I developed the ability to relate
to people of all ages and backgrounds and gain their trust to foster and maintain ongoing relationships.
University study has given me systematic training in communicating professionally in writing. The
quality of my work is demonstrated by my consistent achievement of credits/distinctions for
assignments across both Information Technology and Enterprise Resource Planning Systems. Through
the submission of assessments I have clearly demonstrated my commitment to rigorously editing all of
my written work prior to submission.
In addition, through my participation in regular Student Advisor meetings with OUA, I have also
developed skills in preparing succinct and accurate minutes on a regular basis. As a result of these
diverse experiences, I can contribute the ability to communicate in writing at a very professional level
to this role.

Demonstrated capacity to implement OHS policies, procedures and safe work practices.
I recognise the supreme importance of a safe and healthy work environment and always
endeavour to play my part in promoting one. I have read the Occupational Health and Safety Act
1991 and do what I can to put it into practice in the workplace. My current workplace at Open
Universities Australia (OUA) has a well-defined OH&S policy framework. Each employee is
responsible for the safety and wellbeing of themselves and their colleagues, and all work is
performed in accordance with the requirements of the OH&S policy and procedures. I’ve attended
regular training sessions in safe work practices including manual handling, correct workstation
setup, risk and hazard identification, and the reporting of accidents or incidents.
OUA promotes regular self-audits where any risks or hazards are identified and appropriately dealt
with. All team members share the responsibility of these audits. In one instance I identified a fault
with an air-conditioning that was situated above my desk and not compliant with a safe working
environment. The unit was making an unusual noise and the temperature would often drop. This
went on for over a month and caused me to fall ill with a lung infection. My colleague the
workstation next to me also suffered health issues. After returning to work after being ill I took
initiative and arranged a meeting with our OHS consultant to report an incident. As a result the air-
conditioning unit was repaired to ensure optimum health and safety outcomes. After the repairs
the health of myself and my colleagues significantly improved.
In my role as Student Advisor with OUA I have been required to complete certificates and training
to ensure that I am up-to-date with current and ongoing changes within the university in regards
to OHS policies, procedures and safe work practices. This training has included:
 Equal Employment Opportunity for Employees
 Alcohol and other Drugs in the Workplace
 Work Health and Safety
 Office Ergonomics
More generally, I am always on the lookout for unsafe work practices such as obstructions to
walkways, spills on surfaces that might become slippery, and heavy items being lifted in a manner
that is likely to cause injury. My view is that if responsibility for OHS is shared by everyone then it
is very easy to comply with.
While working at McDonald’s there were many health and safety procedures that I was required
to adhere to, with the emphasis on providing hot, quality food products that were free from
chemical, physical or bacterial contamination. I had to ensure that I washed my hands regularly,
used the appropriate tongs for the food products, using separate vats for vegetables, meat and
fish, keeping the food warm at temperatures that reduce bacterial growth, using cones and dry
mops when mopping the floor just to name a few. Through identifying workplace hazards I
assisted to eliminate and minimise risks to health and safety.

Willingness to commit to Victoria University’s values which are:
 Values – Access, Excellence, Respect
 Behaviours – Engagement, Collegiality, Courage
I understand that Victoria University’s values underpin the vision and mission and are integral to
guiding the implementation of the Strategic Plan. I am committed to empowering students from
diverse countries and cultures, socioeconomic and educational backgrounds, to be successful
lifelong learners, grow their skills and capabilities for the changing world of work and be confident,
creative, ethical and respectful local and global citizens.
I am prepared to do this through:
 The promotion of Victoria University as an accessible and friendly university to students
and staff from diverse countries and cultures, socio-economic and educational
backgrounds, as well as to industry, government and community partners
 Committing myself to provide excellent services in education, research and knowledge
exchange
 Demonstrating respect for others from diverse countries and cultures, educational and
socioeconomic backgrounds, and for the natural environment
In living out these values, I am prepared to encourage and demonstrate the following behaviours
in the pursuit of the university’s vision and mission:
 Being proactive in building relations with industry, government, community and other
education and training providers for the mutual benefit of the partners and the university
 Demonstrate collegiality and teamwork with fellow students and staff
 Align myself with Victoria University’s mission with courage, boldness, innovation and
agility
I would be proud to be part of one of Australia’s leading professional and vocational universities
and I see this as an opportunity to establish a lifelong career for myself where I can provide
superior levels of customer service to both current students and other university stakeholders
while representing the university in a highly professional manner.

Prior experience in a tertiary education setting.
Prior experience in a client focused role.
Prior experience using a CRM.
Through tertiary studies that I have completed and whilst undertaking practical employment at
Open Universities Australia, University of Ballarat and Australian Technology and Management
College I have gained 7 years of relevant experience in tertiary education settings. My experience
has involved being both a client of a university and an employee which has provided me with
valuable insight to assist me in undertaking the role of Student Advisor in my current role at Open
Universities Australia (OUA). I have experience in the areas of admissions, enrolments, fees,
assessments, completions, student systems, government reporting, training and innovation in a
tertiary education setting.
My passion for helping others, making a difference and a dedication to enhancing student
experiences at university coupled with my skills and experience makes me an ideal candidate for
the role of Students Services Liaison Officer with Victoria University.
In all previous employment positions I have gained valuable experience in client focused roles
which has involved having direct client and customer contact on a continuous basis and I have
often been the first point of contact for clients and customers. In my current position as Student
Advisor with OUA I work collaboratively with the Student Advisor team to provide first contact
enquiry resolution and referral services for current students while ensuring best practice customer
service to the university community and external customers. I have worked one-on-one with
students to mentor them on university policies, regulations, programs and procedures and have
developed academic plans that satisfy degree requirements. In previous roles customers have
been the main focus of my work having provided quality customer service face-to-face in taking
orders and serving meals and over the phone while working as an Outbound Call Centre Operator.
My in-depth understanding of university history, culture, values and strategic agenda coupled with
my ability to ensure that a high quality, efficient and effective service is provided to all clients of a
university makes me an ideal candidate for the role of Student Services Liaison Officer with
Victoria University.
I have prior experience using a Customer relationship management (CRM) system to manage
customer data and customer interaction, particularly in a tertiary education setting. In my current
role as Student Advisor with Open Universities Australia I have gained exceptional skills in the use
of Oracle PeopleSoft and SalesForce CRM. I effectively utilise these systems to collect, compile and
process student related records to support management reporting and the maintenance of the
data collected on these systems. Demonstrating my commitment to ongoing learning and
development I have commenced a SalesForce CRM System Administrator Certificate which will
provide me with the skills and knowledge at a technical level to enable me to further contribute to
the success of university. While studying for my Graduate Diploma in Enterprise Resource Planning
Systems, I gained skills and hands on experience in the use of SAP CRM.
I have the skills and the confidence to efficiently and effectively a range of CRM systems which
coupled with my intermediate computer and IT skills makes me an ideal candidate for the role of
Student Services Liaison Officer with Victoria University.