Senior Coordinator, Student Services

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- RMIT is seeking two Senior Coordinators, Student Services (01 in Hanoi and 01 in Ho Chi Minh City) to lead and support the Student Connect advisory team in delivering exceptional student service experiences, while driving operational excellence, fostering team capability, and partnering with stakeholders to continuously enhance the effectiveness and quality of student support services. - The Senior Coordinator, Student Services role within Student Connect provides leadership, guidance, and support to Student Connect advisory staff, ensuring the delivery of high-quality service and advice to students. In this dynamic role, you will collaborate with a team of advisory and other coordinators, sharing expertise and working together to continuously enhance the operations and effectiveness of the Student Connect team. - Manage student enquiries across approved service channels, including phone, walk-in, webchat, online portal and appointments, ensuring timely support and the provision of clear, accurate and considered advice in accordance with University policies and procedures. - Provide day-to-day leadership and support to assigned Student Connect advisory staff (Advisors, Officers, and/or Concierges), ensuring consistent and effective service delivery. - Coach and develop team members through ongoing feedback, training, and performance management to build capability and maintain service standards. - Monitor enquiry volumes and workload, leading the team to meet service quality targets and operational expectations. - Collaborate with peer Senior Coordinators to manage service channels and staff operations, allocating resources to meet service demand and support a flexible, scalable service model. - Act as an escalation point for complex enquiries referred from team members, including those involving policy or procedure ambiguity, or sensitive and high-risk cases. - Engage with stakeholders to ensure accurate and up-to-date information is available to staff and students. - Develop and maintain service resources and communication content (e.g. website content, student guides, internal guides, signage). • Ngày làm việc: • Giờ làm việc: • Cấp bậc: • Loại công việc: