The main area of responsibility of this position is to meet the routine MIT Sydney Student Services and Engagement needs of its clients and support the Manager with the overall objective of continuous improvement of our quality of service and our commitment to on-going, individualized student support. The incumbent will develop highly effective relationships with students, student groups, and a wide range of internal and external stakeholders to ensure that existing and new enrichment and engagement opportunities are identified, developed, maximised and supported, etc
Demonstrated high level customer services experience in a busy student or retail environment
Page of POSITION DESCRIPTION SCHEDULE A POSITION DESCRIPTION DOCUMENT PURPOSE This document provides an outline of your key areas of accountability and desired outcomes from satisfactory performance of the role. It does not provide an exhaust ive list of tasks and activities that are required to be performed in order to fulfil the role. POSITION DETAILS Position Title: Receptionist School / Division: Student Services and Engagement Campus: Sydney ROLE The receptionist is an integral part of MIT Student Services and Engagement which assists in the Reception staff work individually and under the direct supervision of the Manager Student Services and Engagement but has autonomy in prioritising and completing tasks. This involves working co operatively in a team environment, as well as professionally. This role works within an environment of adhering to all regulatory and established guidelines including OH&S and White Ribbon. MIT ISSION AND GOALS Founded in 1996, Melbourne Institute of Technology (MIT) has grown dynamically as one of the Vision MIT continues to be a leading private higher education provider nationally and internationally by proactively developing innovative educational programs to meet industry needs and by a commitment to ins pire tomorrows graduates. Page of Mission MIT, through its higher education programs and personalised and transformational student experience, provides the opportunity for individuals to access knowledge and to enrich and transform their futures. Values Excell ence in teaching and learning; Integrity; Accountability and Transformational Change. Goals and Priorities Develop and deliver innovative programs that meet industry and market needs; Provide an inclusive, service oriented culture focused on student outcomes; Raise our profile and the impact of our teaching and learning and student engagement with our stakeholders; Provide inclusive, innovative and responsible education Enabling Elements Our people Technology MIT ORGANISATIONAL STRUCTURE MIT business model comprises four (4) key focus areas as guided by its vision: Academia, Fina nce, Marketing, and Operations. Our organisational structure is designed to ensure each of these areas is fully resourced. Our Executive Management Team is responsible for the development of our strategic plan and effective implementation of strategies across all business areas. It comprises our: Chief Executive Officer, Managing Director, Director of Marketing and Student Engagement, Human Resources Director (pro tem) Campus Director Academic Director and General Manager. The Student Services and Engagement is responsible for undertaking of range of student services and engagement activities, which enhance the high satisfaction and success rate of students in the Sydney campus i ncluding: Providing advice and information to students in relation to enrolments, programs, credit transfers, deferrals, student visa, academic transcript, and graduations Managing and maintaining student records for stu dents enrolled at MIT Sydney Responsible for ensuring that MIT remains compliant with its operation of international students in relation to the ESOS Act and the National Code Liaising with the partner providers in relation to student enrolments, compliance and general student administration Responsible for organizing enrolment activities at MIT Sydney Providing enrolments data required for planning and policy development purposes. Page of Management and Organisation Assist the Manager Student Services and Engagement to: Be able to work autonomously. Create, m anage and maintain proper Student Services and Engagement records. Ensure that actions discussed for follow up are implemented. Assist in student orientation activities, packaging o f orientation packs Place orders as requested by management. Understanding of Quality Assurance and compliance Maintain the Complaints register, and follow up regarding outcome of complaint. Ensure feedback/complaints are forwarded to the appropriate departmen tal manager for follow up. Provide regular reports to the Manager Student Services and Engagement On a monthly basis, the overall state of the tasks directly related to this position. On a quarterly basis, the overall state of the Student Services and Engagement front office matters (must include a summary of student complaints, specific counter enquiry reports, appointment records for senior staff, Understanding of Quality Assurance and compliance Demonstrate an understanding of the principles of quality assurance and continuous i mprovement as they apply to the Student Services and Engagement Demonstrate an ongoing commitment to MIT compliance and quality assurance processes RESPONSIBILITIES The Receptionist is responsible for the ongoing effectiveness and efficiency of the reception/administration area for MIT Sydney. This responsibility incorporates the areas set out below. Area Outcomes Provide Services to Clients Undertake daily routine student services and student engagement duties professionally and efficiently in line with MIT guidelines , including at the Reception Counter Offering coordinated, professional and timely service in a friendly, courteous and approac hable manner, Providing correct information and direction to students and visitors on a range of educational and administrative matters, and Arranging appointments for the Counsellor and other staff Page of Demonstrate knowledge of the organization, policies and procedures. Demonstrate simple problem resolution techniques with reference to established techniques and developed procedures. Communication, Liaison and Interaction Liaise with all other departments / divisions on relevant matters relating to students. Liaise and communicate with MIT students on a regular basis Liaise and communicate with external organisations as instructed. Maintain an awareness of the MIT operating environment in order to liaise effectively with a diverse range of staff and students. Observe M IT protocols at all times. Understand MIT structure, its hierarchy and work within it appropriately. Have the ability to interpret policies and p rocedures and implement same. Special Projects and Other Duties Ensure special projects and duties (as may be assigned from time to time) are carried out efficiently and effectively. PERFORMANCE MANAGEMENT SCHEDULE B Staff performance is managed in accordance with MIT Performance Management System which incorporates: Regular performance reviews Ongoing feedback Identification of professional development needs and provision of support Reward structure Specific performance goals will be set with you during the course of your performance review. Further details in relation to the MIT Performance Management System will be provided by our Human Resources Directo or nominee KEY SELECTION CRITERIA Application letter and/or resume must address the qualification/knowledge/experience/attributes section under the key selection criteria Knowledge/Experience/Attitude/Skills Demonstrated high level customer services experience in a busy student or Mandatory Demonstrated high level communication skills, including oral and written communication, interpersonal, presentation and negotiation skills. Highly Desirable Demonstrated high level administrative and organisation skills including the ability to manage multiple tasks, meet deadlines and work independent, or as part of a team. Highly Desirable Knowledge of the Australian education systems including ESOS and other appropriate legislation pertaining to international students. Highly Desirable Page of Appreciation of cultural awareness and issues relating to the diverse cultural background of the alumni and student body. Highly Desirable Demonstrated high level information technology skills including the capacity or willingness to engage with the learning and understanding of social media and communication technologies quickly and efficiently. Desirable
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