Service Connect Advisor - HR

About the role

RMIT is looking for a Service Connect Advisor for its HR Skilled Resolver Group. The advisor provides advice to their group and resolves enquiries at first point of contact across all customer contact channels, anticipating customer needs and escalating specialist advice or high-risk enquiries. The role is based at the Melbourne CBD campus, with the possibility of working across other RMIT campuses as required.

The engagement is casual and as required, with no guarantee of ongoing or regular work and varying hours depending on operational needs. Staggered start times may be needed to cover university core support hours. The reporting line is the Service Connect Team Lead (HR Skilled Resolver Group).

Required profile

• Demonstrated customer service experience delivering professional support services for the skilled resolver group.
• A strong customer-centric mindset.
• Ability to fact-find, give advice and use a logical approach to support recommendations.
• Ability to build and maintain partnerships with internal clients and external stakeholders.
• Ability to identify root causes and propose effective solutions.
• Ability to work autonomously in a fast-paced environment, prioritising multiple tasks and meeting conflicting deadlines.
• Strong problem-solving, interpersonal and analytical skills, with written and verbal communication across telephone, ticketing tools and web chat.

Required skills

• Use of a range of computer applications and quick learning of new technologies.
• Providing accurate, timely advice through multiple contact channels.
• Desirable but not essential: experience with ServiceNow, Workday and/or ADP Payroll.

To apply, submit a CV and a short response to the selection criteria through the online application form by 14 November 2026. Applicants must complete a gender-based violence declaration and may be asked to undergo pre-employment background checks, including Working With Children Checks.