Client Support Coordinator

Be challenged and imagine with us

As the Client Support Coordinator, you will lead Client Support Officers and Client Support Assistants to deliver exceptional customer service, specialised advice, assistance, and operational support for Digital Technology Services (DTS) clients.

In this role you will:

• Manage the day-to-day operations of the Client Support Team, including meetings, quality assurance, processes, and development.
• Resolve complex incidents and requests that have been escalated to you.
• Provide quality customer service to all DTS clients.

This continuing position is full time and will be located at the Callaghan Campus (Awabakal and Worimi land).

How will you inspire us?

You will have:

• The ability to lead a culture that embraces change, collaboration, and customer service.
• A passion for driving innovation and process improvement.
• Specialist knowledge and expertise of IT products and services, and the ability to communicate these effectively to a variety of stakeholders.

What we offer

The remuneration for this position is from $99,655 to $112,112 + 17% superannuation and is commensurate with skills and experience. 

We offer a range of benefits and employment conditions that help you balance your commitments, stay healthy, and work effectively. For information on our employee benefits (such as leave, flexible working, discounts in private health insurance and gym memberships, and salary packaging) please visit here.  

About our University

The University of Newcastle stands as a global leader distinguished by a commitment to equity and excellence. Our vision is to be a world-leading University for our regions and creating a better future for our regions and the globe. Underpinned by this vision are our values of excellence, equity, engagement and sustainability.

Digital Technology Solutions (DTS) delivers cutting-edge, innovative and cost-effective digital solutions and services to the University’s staff and students to enable the delivery of excellence in education and research & innovation; and to support engagement with communities and partners. Digital Technology Solutions is repositioning to be a technology integrator, broker, trusted advisor and innovator, enabling the University to deliver the New Futures Strategic Plan.

Your next steps

Important information before you apply:

• Please visit here for a guide on how to apply for a role.
• If viewing this on a job board other than the University's please click ‘Apply’ (or equivalent) to reach the University's website, where a copy of the Position Description can be accessed. Please download a copy from the Related Documents section before commencing your application.
• Applications for this position will only be accepted from those with Australian residency or a valid work permit.

Your application:

Your application must include:

• Your resume.
• A cover letter outlining your motivation to apply for this opportunity.
• A statement addressing the Essential Criteria listed below (these may differ slightly from the Position Description, please only respond to the below in your application).

1. • Degree in Information Technology or related field with at least 4 years subsequent relevant experience; or extensive experience and management expertise in IT support and/or customer engagement or technical or administrative fields; or an equivalent combination of relevant experience and/or education/training.
2. Specialist knowledge and expertise of IT products and services and delivery of exceptional customer service in a complex environment.
3. Demonstrated leadership capability including the ability to lead/inspire a team of professional staff to deliver exceptional performance/outcomes.
4. Excellent communication and interpersonal skills, including the ability to explain complex technology concepts to a variety of audiences.
5. Excellent organisational skills including a demonstrated ability to multitask and set priorities and work to deadlines.
6. Demonstrated experience in taking ownership and driving innovation, process improvement and contributing to overall corporate operations.

Please upload your Cover Letter and response to the requested Criteria as one PDF document. This document should not exceed 4 pages (approximately 2,000 words).

Contact Us

For specific position enquiries, please contact Brian Mullaly, Manager, Client Support, on (02) or via email Brian.Mullaly@newcastle.edu.au

Having technical difficulties? Please reach out to us: employment@newcastle.edu.au Please note, we do not accept email applications.

Closing date: Wednesday 17 July 2024 at 11.59pm AEST

We are excited to be Looking Ahead with you

We provide opportunities for all people regardless of their background and experience, and this philosophy is reflected across all that we do. 

The University of Newcastle is an equal opportunity employer committed to equity, diversity, and social inclusion. Women and Aboriginal and Torres Strait Islander candidates are particularly encouraged to apply.  

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