Student HQ, Team Leader

About the Role 
The StudentHQ Team Leader is a key leadership role within the StudentHQ team, reporting to the Manager, StudentHQ. The position is responsible for leading a team dedicated to delivering high-quality, seamless frontline customer service to a diverse range of students and stakeholders across the University. The StudentHQ Team Leader will monitor resources, team performance, enquiry volumes and workflows across all service channels, while ensuring policies, procedures and processes remain current, effective and consistently applied.

Working collaboratively with key business areas across the University, the StudentHQ Team Leader will support a consistent and student-focused service delivery model across all Swinburne campuses. The role will champion the student experience by identifying opportunities for proactive engagement, improving service outcomes and supporting positive experiences for both domestic and international students.

The position requires a flexible and collaborative approach to customer service operations, including the ability to work across campuses and support broader StudentHQ activities as required to ensure a responsive, accessible and student-centred service.

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

• Demonstrated experience in the development and supervision of a high performing team of front-line staff in a complex and busy environment
• Excellent interpersonal, communication and negotiation skills, including demonstrated ability to work with people at all levels and build successful and effective internal and external stakeholder relationships
• Demonstrated experience working with, and interpreting, complex university or government policy and/or legislative requirements for both domestic and international students to ensure compliance controls are adhered to by your team
• Demonstrated excellent organisational and time management skills including the ability to plan ahead and prioritise competing demands to meet key timelines

Qualifications
A degree with subsequent experience or extensive experience and specialist expertise or broad knowledge in technical or administrative fields; or an equivalent combination or 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.

Our Ad Astra strategy is the cornerstone of Swinburne’s bold ambition to lead globally in technology-driven education and research. This strategy positions us to create transformative solutions, empower learners, and partner with industry to thrive in an ever-changing world.   

What We Offer You!
•    Work your way with flexible working arrangements, including hybrid options and generous parental leave to support a balanced lifestyle. 
•    Exclusive staff discounts, including discounted Medibank health insurance, 50% off Swinburne courses and other partner offers.
•    Swinburne offers 17% super and salary packaging options, including car leasing and extra super contributions.

Want to learn more? Head over to our benefits page!

To Apply 
Please submit your CV and cover letter addressing the Key Selection Criteria and 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 Talent Acquisition team at ••••@swin.edu.au 

Applications Close: Sunday 16 August 2026, 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.

Swinburne is proud to be recognised as an AWEI Gold Employer, reflecting our commitment to creating an inclusive workplace where LGBTQIA+ employees, students and communities can thrive.

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, and reasonable adjustments can be requested at any stage of the recruitment process.

For reasonable adjustment requests - including accessible formats of the position description, application form, or other documents, please contact ••••@swin.edu.au or call +61 • •••• •550.  Please note: this phone number is for disability and reasonable adjustment enquiries only.  General enquiries about the role can also be emailed to ••••@swin.edu.au.

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.