Contact Services Centre Assistant

Job Description

• Multiple full-time, fixed-term positions for 2 Years
• Based at Western’s Hawkesbury (Richmond) campus, with flexible working arrangements
• Salary: HEW Level 3 $72,368 – $78,916 per annum, plus 17% Super and Leave Loading
• Help prospective students make informed decisions about study at Western

Provide timely, accurate support that helps prospective students navigate enquiries and make informed study decisions at Western.

The Opportunity
Western Sydney University is seeking multiple Contact Services Centre Assistants to provide frontline customer service and administrative support within the Contact Service Centre.

The Contact Services Centre Assistants will respond to routine enquiries from prospective students and other stakeholders through phone, email and other service channels, providing accurate and timely information using approved resources and established procedures.

The role will support prospective students to make informed decisions about studying at Western. This includes triaging enquiries, resolving straightforward matters and referring complex or sensitive issues to senior staff or the appropriate University area.

The Contact Services Centre Assistants will also contribute to effective contact centre operations by maintaining records, updating systems and completing standard administrative processes. By identifying recurring enquiry themes and sharing feedback, the role will help maintain consistent service standards and support improvements to the prospective student experience.

What Success Looks Like:
Success in the position will be demonstrated through reliable service delivery, accurate information and consistent application of Contact Service Centre procedures. This includes:

• Routine enquiries are resolved accurately, professionally and within expected timeframes.
• Complex or sensitive matters are identified and promptly escalated to senior staff.
• Contact records and administrative systems are maintained accurately and consistently.
• Prospective students receive clear information that supports informed study decisions.
• Recurring issues and service improvement opportunities are identified and shared with senior staff.

Please refer to the Position Description for full details.

About You
The successful candidate will bring practical customer service capability, sound judgement and the ability to work effectively in a busy service environment. They will have:

• Demonstrated customer service experience, preferably within a sales or contact centre function.
• Effective communication and interpersonal skills, with the ability to provide clear information to a diverse range of customers.
• Good organisational skills, including the ability to manage competing priorities under general supervision.
• Experience using administrative, contact centre or student systems, or the ability to quickly learn new systems and processes.
• A collaborative approach and willingness to learn about University programs, services and inclusive practices.

Benefits
We invest in the people who make our mission possible. Alongside a rewarding career, we offer a range of benefits designed to support your financial, personal and family wellbeing.

• Financial benefits: Access to staff-only products and offers with selected banking partners, salary sacrifice options for onsite parking, and novated motor vehicle leasing.
• Health and wellbeing support: Free Employee Assistance Program (EAP), complimentary annual flu vaccination, eligibility for Fitness Passport membership, and access to discounted private health cover.
• Onsite childcare: Long day care and early learning services operate at our Campbelltown, Hawkesbury, Parramatta, and Penrith campuses. Staff may be eligible for discounted fees and salary packaging, with places subject to centre capacity.

Application Details

• Position Enquiries: Direct to Sami Beydoun, Manager, Contact Service Centre via [email protected]. Please include the job reference code REF1728D in your email.
• Closing Date: 11:59pm, Thursday 27th August 2026.
• Working Rights: You must provide evidence of your working rights in Australia at time of application.
• How to Apply: Please note that only applications submitted via the University’s online recruitment system will be considered. As part of your online application, you will be asked to respond to screening questions addressing the key qualifications, experiences and skills required for this position.

About Western
This is your opportunity to be part of something bigger. By joining Western Sydney University, you become a valued member of our community. As our region changes, so too does our university. Western is boldly different, energetic, global, diverse, dynamic, and youthful.

Our mission is to deliver student success, impactful research, and stronger communities. As part of our team, you will have a stake in shaping the future of education, broadening horizons, and changing lives. Making a difference starts at Western.

For the latest please visit our website and LinkedIn.

Belonging at Western
We are committed to substantive equality as outlined in our Equal Opportunity Policy. We actively encourage applications from Indigenous Australians, candidates of all gender identities and expressions, people of all abilities, and those from culturally and linguistically diverse backgrounds.

For reasonable adjustments during the application process, please contact [email protected].

All ongoing and fixed term employees seeking to apply for this position must have completed a minimum of 12 months’ full-time continuous service to be eligible to apply for this role, as per Part D of the Recruitment and Selection Policy.