University of Western Sydney
Penrith South, Australia
University description (as per official university website)
Our Vision, Mission and Values
To be recognised as the best practice contact centre within the tertiary sector and to become the information gateway for the University of Western Sydney, its students, staff and the wider community.
To deliver a comprehensive and efficient information service, providing positive experiences and placing our clients at the centre of what we do.
This is achieved by:
promoting the University of Western Sydney mission of ‘Bringing Knowledge to Life’
focusing on our values
embracing an innovative and contemporary service ethos
striving to make a difference.
Our staff are committed to:
superior customer service
continuous learning and improvement
The Contact Service Centre is committed to continuous learning and improvement and this is demonstrated in its rigorous quality monitoring program. Staff are assessed on their customer service skills and product knowledge based on an internal quarterly review of phone calls and emails. The CSC is also independently assessed each quarter by Customer Service Benchmarking Australia (CSBA), a research-based consultancy group that focuses on the customer service performance of call centres.
CSBA also conduct Satisfaction Surveys to seek feedback from customers on ways the CSC can improve on customer service delivery and product knowledge through phone contact and printed materials.
Employment Opportunities for Students
The Contact Service Centre employs current UWS students in the role of Contact Service Officer. The role involves the provision of course information via phone, email and web contacts. Additional duties include outbound call campaigns and promotional work representing the University at events such open days and career markets.
Recruitment usually occurs once per year and the applicants most suitable for this position will be first or second year students who are motivated, hard working, proficient with computers and can demonstrate a pleasant phone manner. Prior call centre and customer service experience is desirable, but most importantly, applicants must demonstrate proven ability to function effectively within a team environment.
Successful applicants will receive extensive training in customer service skills, systems use, and the relevant product knowledge required. A ‘Buddy Program’ also provides new staff with the opportunity to gain confidence in their skills and knowledge before taking phone calls.