• Join one of Melbourne’s leading university organisations 

• Salary package of $71,280 + 11.5% Super

• Full time, 1-year fixed term contract

• Work in a brand-new office building in Melbourne’s CBD – located on Franklin Street

• We also offer benefits such as salary packaging, discounted university courses, discounts to some of Australia’s leading retailers, purchased leave, discounts on RMIT childcare services, gym membership and an Employee Assistance Program (EAP) 

About RMIT UP 

A subsidiary of RMIT University, RMIT University Pathways (or UP for short!) provides pre-tertiary English and Foundation Studies pathway programs designed for international students seeking admission into RMIT University. RMIT UP also offers IELTS and PTE Academic Testing within our state-of-the-art and purpose-built Testing Centre.  

The Language Testing & Customer Service Team are responsible for the test delivery and administration of the IELTS and PTE Academic tests. This includes the accurate and timely completion of all test administration, maintaining test security and regulations set out by testing partners, responding to and accurately processing enquiries, and providing exceptional front-line customer service. 

Your new role 

We’re seeking a motivated and dynamic individual to join our Language Testing & Customer Service Team as a Language Testing & Customer Service Officer (Full time role for 1 year).

Reporting to the Senior Operations Manager – Language Testing, you’ll play an active role in delivering high quality and timely client focused service to all RMIT UP’s internal and external clients through a variety of means.

The role is also responsible for the reliable and efficient administration of the PTE Academic and IELTS testing programs.

Your roles and responsibilities will include (but aren’t limited to):  

• Deliver comprehensive and high-quality responses to all forms of internal and external client contact.

• Provide accurate and timely responses to and communication with prospective, current and past students and test candidates.

• Utilise opportunities for promoting courses, cross-selling and upselling to maximise sales.

• Ensure accurate data collection and data entry to support enquiry, enrolment and marketing activities.

• Ensure timely administration and accurate processing of course enrolments, payments, refunds and results.

• Create and maintain process and procedure documentation.

• Ensure strict compliance with all policies, procedures and operations manuals as set out by Pearson VUE, Cambridge ESOL, IELTS Australia and RMIT UP.

• Ensure the security of test materials and that any security breaches are documented, and the Language Testing and Customer Service Manager is notified.

• Contribute to the achievement of KPIs including service levels and income targets.

To be successful in this position you will have:  

• Proven success in customer service roles within professional services or commercial environments and previous experience of delivering a highly client-focused service

• Strong interpersonal skills, including the ability to liaise with both internal and external clients from a variety of cultural backgrounds and organisational levels and the ability to be professional, courteous, discreet and diplomatic at all times

• Excellent written and verbal (including telephone and in person) communication skills

• Proficiency in MS Office and use of databases, internet related computer applications, payment gateways (including EFTPOS) and data entry

• Demonstrated effective and efficient administration, problem solving and numerical skills, including high attention to detail

This sounds great – How do I apply?  
Please submit your CV and covering letter addressing your suitability for this position by clicking on the ‘Apply’ link.  

For further information about this position, please see Position Description below. 

https://www.rmit.edu.au/content/dam/rmit/au/en/careers/position-descriptions/pd-language-testing-and-customer-service-officer-oct-2024.pdf

For more information: 

• Visit our website www.rmit.edu.au/up 

• Email a member of our Recruitment Team at [email protected] (Please note, applications will NOT be accepted via this email. To apply, please submit the application via our careers website) 

• Applications should be addressed to Sofi Milhem (Senior Operations Manager – Language Testing)  

Successful applicants will be required to undergo a pre-employment screening check, Working with Children Check and Police Records Check. Refusal to provide your information to these parties will prevent RMIT UP from being able to continue with your application. 

RMIT is an equal opportunity employer committed to being a child safe organisation. We are dedicated to attracting, retaining, and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community, and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.  

RMIT is a Disability Confident Recruitment Team, and we are happy to adjust the recruitment process for your accessibility requirements. Please contact us at [email protected] telling us your preferred type of communication and we will be in touch as soon as possible to discuss your requirements. 

Please read our Child Safety Policy - https://www.rmit.edu.au/about/our-locations-and-facilities/facilities/safety-security/child-safety 

We are a Circle Back Initiative Employer – we commit to respond to every applicant.