The University of Queensland is one of Australia's top universities, ranked in the top 100 globally. It has over 45,000 students and 7,000 staff across multiple campuses. UQ performs world-leading research across many fields and integrates research excellence with outstanding teaching. The document provides details on a position as a crew member for UQ's new Student Relations Team, which aims to enhance student experience and retention by proactively engaging with students.

1. THE UNIVERSITY OF QUEENSLAND
The Federal Government’s 2012 Excellence in Research for Australia (ERA) exercise
confirmed The University of Queensland as one of the nation’s top three universities,
measured by the quality of its comprehensive range of specialised research fields. ERA
reported that research at UQ is well above world standard in more specialised fields than at
any other Australian university: this reflects UQ’s leading global role in many areas of
discovery. UQ’s outstanding critical mass offers researchers significant interdisciplinary
capability.
UQ integrates its research strengths with excellent teaching and learning and has won more
national teaching awards than any other Australian university. International university rankings
highlight UQ’s excellence: Academic Ranking of World Universities (Shanghai Jiao Tong),
Times Higher Education, QS and National Taiwan University Ranking all rank UQ in the top
100. UQ is one of Australia’s Group of Eight, and a founding member of Universitas 21, an
international consortium of leading research-intensive universities.
UQ’s 45,500-strong student community includes more than 10,000 postgraduate scholars and
more than 11,000 international students from 162 countries. The University has more than
7,000 academic and professional staff and a $1.6 billion annual operating budget. Its major
campuses are at St Lucia, Gatton and Herston, in addition to teaching and research sites
around Queensland and Brisbane city. The University has six faculties and eight institutes.
The institutes — funded by government and industry grants, philanthropy and
commercialisation activities — have built scale and focus in research areas that UQ regards
as strategically important.
The University of Queensland positively influences society by engaging in the pursuit of
excellence through the creation, preservation, transfer and application of knowledge. The
University’s successes are underpinned by our values. For more information on UQ’s
mission, vision and values please go to http://www.uq.edu.au/about/mission-statement.
Organisational Environment
The Student Affairs Division falls within the Deputy Vice-Chancellor (Academic) portfolio. It
consists of three Directorates: Student Services, the UQ Advantage Office and the University
Health Service. As well as providing services to support students, the Division is one of the
key drivers in enhancing the UQ student experience and student retention and success.
POSITION DESCRIPTION
Position Title: Student Relations Team – Crew Member
Organisation Unit: Student Affairs Division
Position Number: 3027590
Type of Employment: Casual
Classification: LC1

2. More information can be accessed on the web at: http://www.uq.edu.au/uqadvantage/;
http://www.uq.edu.au/student-services/ and http://www.uq.edu.au/healthservice/.
Information for Prospective Staff
Information about life at UQ including staff benefits, relocation and UQ campuses is
available at - http://www.uq.edu.au/current-staff/working-at-uq
DUTY STATEMENT
Primary Purpose of Position
The Student Relations Team is a new function which aims to enhance the relationship
between students and the University. It will proactively engage with students during their first
critical touch points with the University, and use this as a base upon which to have ongoing
communication. This function forms part of an interim strategy, the overall goal of which is to
improve the student experience and raise retention and success rates.
Student Relations Team – Crew Members (CMs) report to the SRT coordination team and
Shift Supervisors. CMs are expected to participate in training, which equips them with the
required skills and knowledge to contact specified incoming students. CMs are expected to
follow specified processes and procedures as outlined in training and work in collaboration
with existing teams in Faculties, Schools, and other service providers to ensure a
complementary and coordinated approach. CMs play a key role in forming early positive
connections with incoming students and as such conduct themselves in a professional,
courteous manner while maintaining a focus on the needs of the students they assist.
Duties and responsibilities include, but are not limited to:
• Work with a high level of independence, with guidance from Shift supervisors while on
shift.
• Offer a friendly, helpful and encouraging point of contact for incoming UQ Students.
• Attend required training and additional opportunities for ongoing development
• Arrive to shifts 10 minutes prior to start time ready to work and to allow for a smooth
transition of CMs.
• Complete administration relevant to each call/shift according to established
procedures and follow up student queries within recommended service times.
• Respect student privacy by following outlined process in relation to information
management.
• Represent the SRT in a professional manner across the UQ Community while working
collaboratively with Faculties, Schools and various service units to achieve the best
outcomes for students.
• Contribute to and be accommodating of team developments, in relation to technology,
procedural and personnel changes.
• Liaise with Shift Supervisors in relation to any issues which may arise during a phone
call.
• Perform other duties as directed by the SRT Coordination team or Shift Supervisor
within the scope of this position.

3. Other
Ensure you are aware of and comply with legislation and University policy relevant to the
duties undertaken, including:
• the University’s Code of Conduct
• requirements of the Queensland occupational health and safety (OH&S) legislation
and related OH&S responsibilities and procedures developed by the University or
Institute/School
• the adoption sustainable practices in all work activities and compliance with
associated legislation and related University sustainability responsibilities and
procedures
• requirements of the Education Services for Overseas Students Act 2000, the
National Code 2007 and associated legislation, and related responsibilities and
procedures developed by the University
SELECTION CRITERIA
Essential
 Currently enrolled in a program of study within The University of QLD
 Demonstrate sound rational for wanting to participate in SRT
 Available to commit to working within the SRT for at least one semester
Knowledge and Skills
Essential
 Awareness of issues related to university studies: transition from secondary school
study and/or work to university, the first year experience and adapting to University
studies, including those faced by students from diverse backgrounds
Desirable
 Understanding of / experience in a call center environment
 Willingness to assist students using various mediums i.e. phone, live chat, face to face
Experience
 Previous experience as a student leader/peer mentor within your Faculty, School, or
other service unit within UQ i.e. UQ Advantage Office, Student Services, Office of
Prospective Students, UQU etc.
 Demonstrated interpersonal communication with students from diverse backgrounds
 A demonstrated ability to share knowledge and experiences while recognising and
encouraging excellence in others.
 Experience multitasking/ managing multiple priorities simultaneously
Personal Qualities
 Demonstrated ability to manage personal levels of stress and maintain a calm
demeanor and mental state
 High-level communication and interpersonal skills
 Ability to work co-operatively as a highly motivated member of a team
 Capacity to make sound judgments and provide advice
The University of Queensland is committed to equity, diversity and inclusion.