Manager, Deakin HELP

• Based at either our Melbourne Burwood or Geelong Waterfront Campus with hybrid work available 
• Fulltime and continuing
• HEW 9 $143,627 - $152,229 + 17% Superannuation

Deakin HELP is at the heart of the University’s customer support experience, connecting students, staff and external stakeholders with the information, guidance and solutions they need.

We’re looking for an experienced and customer-focused leader to step into the role of Manager, Deakin HELP and help shape the next phase of our support services.

This is an opportunity to lead a critical function, working across teams and portfolios to deliver a coordinated, consistent and high-quality customer experience. You’ll bring together people, data, insights and ideas to identify opportunities, solve complex challenges and continuously improve the way we support our customers.

What you’ll do:

• Lead and inspire a high-performing team, building a collaborative culture, developing capability and ensuring people are supported to deliver their best work.
• Drive service excellence, ensuring consistent service standards, effective enquiry resolution and a seamless help and support experience across customer service areas.
• Turn data and complexity into action, bringing together insights, customer feedback and emerging trends to identify priorities, inform decisions and develop practical solutions.
• Lead continuous improvement and innovation, using analysis, feedback and new approaches to evolve Deakin HELP and respond to changing customer and organisational needs.
• Build strong partnerships and influence outcomes, working across teams and functions to provide trusted advice and balance customer, stakeholder and University priorities.
• Lead delivery and strategic outcomes, coordinating resources and workloads effectively and contributing to initiatives that support University priorities and enhance the experience of students, staff and external stakeholders.

You’ll be an experienced leader who understands how to create great customer experiences in a complex organisation.

You bring:

• Strong analytical and problem-solving skills, with the ability to turn data and insights into meaningful action.
• Demonstrated experience leading significant programs of work, functions or service improvements.
• The ability to influence and build trusted relationships with stakeholders at all levels.
• Experience managing resources, competing priorities and complex operational environments.
• Strong communication, relationship management and strategic thinking skills.
• An understanding of governance, policy and organisational context, and how these inform effective service delivery.
• Knowledge of the tools, technologies and practices that enable modern help and support services.
• A commitment to developing people, building capability and creating an inclusive, engaged and high-performing team culture.

For a copy of the position description, please see below:

PD - Manager, Deakin HELP.pdf

Please submit your updated resume and a short cover letter outlining your skills and experience.

For a confidential discussion regarding this role, please contact Erin Colegate - Executive Director, Customer Experience via e.colegate@deakin.edu.au

This opportunity is open to current Deakin continuing, fixed-term and casual staff members only.

Deakin is a Victorian university with a global impact. We are an agile, dynamic, and innovative university committed to making a positive impact through our excellence in education, research and innovation and the contributions we make to the wider community.

We understand that our reputation has been built on the dedication and expertise of our staff and we offer a dynamic and diverse working environment with opportunities to grow and develop careers. We believe that a progressive, thriving culture will ensure that people choose to come, and stay at Deakin and contribute to our ongoing success.

We value diversity and aim to build an inclusive environment that champions, embraces and respects differences. We support and encourage applications from Aboriginal and Torres Strait Islander people, and people of all abilities, cultures, sexual orientation, and genders.

Pre-employment safety and suitability checks: In accordance with the National Higher Education Code to Prevent and Respond to Gender-based Violence, appointment to this role is subject to successful completion of relevant pre-employment checks, including Working With Children Checks and candidate gender-based violence declarations. 

Candidates may be asked to declare whether they have been investigated for an allegation of Gender‑based Violence, or determined to have engaged in conduct that constitutes Gender‑based Violence during the course of their previous employment, or otherwise in a legal process.  A declaration is not required from individuals who have experienced gender‑based violence.  A ‘Yes’ response does not automatically exclude a candidate from employment, and any information provided will be treated confidentially and considered only for relevance to the role and the University’s safety obligations.

Advertised: 31 Aug 2026 AUS Eastern Standard Time
Applications close: 06 Sep 2026 AUS Eastern Standard Time

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