Future Student Enquiries Team Lead

Join the dynamic and innovative Swinburne Future Students team
Fulltime, ongoing position at our Hawthorn campus
HEW 6 salary + 17% super


About the Role
Swinburne University of Technology is seeking a skilled and professional Team Lead to manage our Future Student Enquiries team. This role ensures prospective students have a positive and informative first contact with the University and supports their journey from enquiry to enrolment.

You will lead a high-performing team, manage rosters and workflows, and collaborate with key areas such as Admissions and Direct Recruitment. The role involves monitoring enquiry volumes, ensuring service quality and compliance with policies, and driving continuous improvement aligned with business goals.

This position requires strong communication skills, emotional intelligence, and adaptability, especially in fast-paced or changing environments. You will also contribute directly to student recruitment by engaging with prospective students throughout the enquiry and enrolment process.
Reporting to the Manager, Direct Recruitment Enquiries, this role has six direct reports.

About You
To be suitable for this role you will need to have experience in the below key accountabilities:

Experience working in a Sales Contact Centre or similar environment, with experience in supervising, mentoring and training staff, with knowledge of customer service principles and practice
Demonstrated ability to investigate and make informed decisions regarding complex issues within a short timeframe
Demonstrated experience managing demanding and difficult situations and customers
Demonstrated ability to work independently and collaboratively as part of a team
Further information about this role can be found in the attached position description.

Qualifications
Completion of a degree, or diploma level qualification with relevant work-related experience or an equivalent combination of relevant experience and/or education/training

About Swinburne University of Technology
Swinburne’s strategy draws upon our understanding of future challenges. We choose to build Swinburne as the prototype of a new and different university – one that is truly of Technology, of Innovation and of Entrepreneurship. We are committed to a differentiated university proposition in education and research.

To Apply
Please submit your CV and cover letter addressing your suitability for this position.

To review the Position Description and to apply, please scroll down to the bottom of the page.

If you are viewing this advert from an external site, please click ‘apply’ and you will be redirected to Swinburne’s Jobs website to access the Position Description at the bottom of the page.

Please Note: Appointment to this position is subject to passing a Working with Children Check.

If you are experiencing technical difficulties with your application, please contact the Swinburne Talent Acquisition Team on talentacquisition@swin.edu.au .

Applications Close: Sunday 2+th June 2025, 11pm

Swinburne offers flexible working options contained in our leave and parenting/carer policies to support work-life balance.

Diversity, Equity and Inclusion
Swinburne has become a world-class university, driving social and economic impacts through science, technology, and innovation. As a dual-sector university, our vision is for people and technology working together to build a better world.
Central to our vision is our commitment to diversity, equity, and inclusion. We pride ourselves on being an equal opportunity employer focused on attracting, retaining, and developing great talent. We work to remove barriers related to gender identity, culture, ethnicity, sexual orientation, disability, and age.

We strongly encourage applicants from diverse Aboriginal and Torres Strait Islander communities. Our Moondani Toombadool Centre leads our Indigenous education and culture at Swinburne, guided by community wisdom and leadership.
We support applicants with disabilities. Adjustments can be requested at any time during the recruitment process. For Reasonable Adjustment requests, including accessible formats for the PD, application form or any other document, please contact at DCR@swin.edu.au or call +61 3 +214 3550
Please note the above number and DCR email address are for disability or reasonable adjustments queries only. General enquires about the role can be sent to talentacquisition@swin.edu.au (general enquires will not be answered by phone).

Victoria’s Commitment to Action: Improving international student employment outcomes.
As a signatory to Victoria’s Commitment to Action, Swinburne seeks to remove barriers to international graduate employment. We welcome and encourage applications from international graduates.

As a Circle Back Initiative Employer, we commit to responding to every applicant.
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