AskACU Service Officer

Campus Location: Melbourne, Australia

Job No: APTAV119954#015

• Acting as the first point of contact for staff and students provide exceptional customer service experiences, advice and information
• Work with collaborative, dynamic national Contact Centre team delivering frontline services to the ACU Community
• ACU offers 17% employer superannuation, salary packaging and generous leave provisions
• Full time, fixed term 11 month opportunity with some hybrid flexibility working at Melbourne campus

About the role:

Operating within AskACU Contact Centre, the AskACU Service Officer works as part of a national team providing frontline services and responses to enquiries from current and prospective students, staff and external stakeholders on a broad range of topics including admissions, course information, enrolments and fees, examinations, graduation ceremonies and events. Acting as the first point of contact for the ACU community the position is responsible for delivering high quality, customer service focused experiences, case management of requests and comprehensive information, support and advice responding via phone, SMS, email, online forms, live chat and face to face. Working within the Contact Centre the AskACU Service Officer is a specialist role focused on managing thorough enquiry resolution and proactive customer care campaigns to support student conversion, retention and loyalty.

For full position details, refer to the position description

Contact:

General enquiries can be sent to Amy Knurek - National Manager, AskACU Service Operations at: amy.knurek@acu.edu.au

What we offer:

• The University pursues an excellence agenda and offers an environment where staff are welcomed and safe, and valued through development, participation and involvement.
• Total remuneration valued to $101,464 - $109,838 total rem (pro rata) pa, including salary component $85,739 - $92,815 (pro rata) pa (HEW 5), employer contribution to superannuation and annual leave loading.
• 17% employer superannuation contributions to eligible continuing and fixed-term staff.
• Annual leave loading of an equivalent to 17.5% of four weeks' salary pro rata payable, dependent on your commencement date.
• As an ACU staff member, you will have access to generous benefits which include but not limited to: flexible work, study leave, a variety of leave provisions and salary packaging. Find out more information about the benefits or working at ACU here.

How to Apply:

Candidates must hold Australian work rights to apply for this position. For permanent/ continuing roles, applicants must have permanent work rights. For further information visit Immigration and Citizenship(homeaffairs.gov.au)

Step 1: Review the Position Description and become familiar with Our Mission and the Application process

Step 2: Click the 'View Position Description and Apply' button, and populate your candidate application details, including your:

• Resume.
• Responses to the Selection Criteria and Core Competencies (maximum 2 pages) or in the online Declaration and Criteria application page.
• Brief online responses to any pre-screening employment questions.

Applications close: 02-MAR-2026 at 11:59pm AUS Eastern Standard Time

Preferred candidates will be required to complete mandatory pre-employment declarations and background checks, including those related to gender-based violence and foreign interference, in line with ACU's compliance requirements.

Candidates must hold Australian work rights to apply for this position. For permanent/ continuing roles, applicants must have permanent work rights. For further information visit Immigration and Citizenship(homeaffairs.gov.au)

Your Privacy of personal information is maintained in accordance with ACU policy. For more details visit: www.acu.edu.au/careers

ACU is committed to fostering an inclusive workplace culture that values diversity and enables our people to reach their potential. This is underpinned by our mission and values, grounded in our respect for all people and the advancement of the common good. In line with our commitment to equity, diversity and inclusion we welcome candidates from all backgrounds and lived experiences. ACU is recognised as a Veteran Employment Supporter and veterans are encouraged to apply. ACU offers support for candidates that may require adjustments through the recruitment process. Please contact recruitment@acu.edu.au to discuss your requirements in confidence.

About ACU:

Australian Catholic University (ACU) is an inclusive community which welcomes students and staff of all beliefs. ACU has over 2,500 staff supporting more than 34,000 students across eight campuses - Ballarat, Brisbane, Canberra, Melbourne, North Sydney, Strathfield, Blacktown and Rome.

ACU aspires to be a home for our staff, offer the care of a family and develop an academic and professional community. Whatever your faith or culture, and whether you are academic or professional staff, there are many opportunities both for learning and contributing at ACU.

As valued members of our community, all staff members are expected to have an understanding of ACU's mission and values and to demonstrate an active contribution to them.

ACU does not accept candidate applications submitted by external recruitment agencies through the ACU careers website.

Learn more about Athena Swan

Work with a dynamic contact centre team delivering frontline services, managing enquires and providing exceptional customer experiences to the ACU community.