Job Description:Employment Type: Full TimeDuration: ContinuingRemuneration: $100,354 - $107,054 + 17% superannuation + leave loadingLocation: Kensington UNSW CampusWhy Your Role MattersThe Coaching and Training Officer plays a critical role in enhancing the student experience by coaching, training and supporting student services staff in the Nucleus Student Hub. The role is also responsible for maintaining training and process documentation and maintaining the knowledge base system.Staff in The Nucleus Student Hub are responsible for a variety of administrative functions within the student lifecycle, with a key focus to deliver high quality service across a wide range of student enquiries, putting the student experience as the primary focus of all activities.This is a newly created role that will also contribute to the drive for continuous improvement in student experience, quality and process. The position reports to the Coaching and Training Lead and has no direct reports.Main responsibilities SummaryProvide one to one coaching to student services staff, emphasising customer service, active listening and problem solvingAssist with the development and delivery of training that enhances staff competencies in managing and resolving student enquiries and creating a positive environmentEvaluate the effectiveness of training and make necessary amendments to adapt to changes in the work environment as required by the Hub Management TeamDocument and maintain student services processes, create and maintain training documentation, manuals and resources for staffCollaborate with Hub Management team to identify areas for improvement in service deliveryAssist with ensuring the consistent use of documentation across the HubMonitor service interactions and provide constructive feedback to staffAssist with the analysis of data related to student feedback and service metrics and assist with the generation of reports to identify trends and inform decision makingYou can access the full extent of the tasks on the job description.Who You AreWe are looking for someone who is aligned with UNSW's vision and values, who is service-centric with the ability to multi-task, be flexible and show initiative. We'd love you to come equipped with:Demonstrated experience in a student services area (essential)Demonstrated experience in designing and implementing training and coaching othersExperience working both autonomously and collaboratively with diverse stakeholders in a shared student service modelExcellent written and verbal communication skills with the ability to use tact and diplomacy, negotiate and communicate with influence, and clearly convey ideas and information to a diverse audienceDemonstrated ability to apply knowledge and expertise to resolve complex and sensitive issues effectively while developing and documenting practical solutionsWorking hours will be Monday to Friday, business hours. The role will work on a hybrid basis (although the initial few weeks of training will need to be fully onsite). We are looking to have the successful candidate start early 2025 (January/February).Whilst you might see this role advertised more broadly, this role will need to be based in NSW (Campus is in Kensington, Sydney). Candidates will need to have full working rights – this role is not available for sponsorship.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: Access to up to 17% Superannuation contributions and additional leave loading payments Additional 3 days of leave over the end of the year period Discounts and entitlements (retail, education, fitness)Recruitment process:Please submit your resume as well as cover letter. We'll also be asking a couple of additional questions about your experience and how it's relevant to the role in the application form (they will show up when you click "apply" - you will be able to save and come back to your application to complete the answers in your own time).You can send via the 'Apply Now' button. A copy of the Position Description can be found on JOBS@UNSW .Applications close: 22 November 2024 5PM. We reserve the right to close the job ad earlier, so please don't wait to apply if you're interested!Get in touch for any question or support:Anne de Voronine, Talent Acquisition Coordinator,(email protected) Applications cannot be accepted if sent directly to the contact listed