Student Services Officers are the first line of contact for students requiring assistance. They are responsible for servicing general course enquires, maintaining program schedules, booking and conducting support calls, as well as managing and updating student details across the CRM and Student Management systems. The Student Services Officer also manages course administration processes, such as facilitating extension requests, transfers, enrolment activation, withdrawal requests, and graduation/completions.


  • Demonstrates initiative

  • Upholds the company values and culture

  • Team player

  • Outcomes focused

  • Focuses on self-development

  • Contribution to the development and implementation of CQI Initiatives

  • Contribution to outcomes of the education department

  • Contribution to the performance culture of the team

  • Student Support

  • Communicates effectively with students

  • Responds promptly to all student requests

  • Provides exceptional phone support

  • Provides accurate and clear email support

  • Provides support to student operations team members by way of call escalations.

  • Proactive support of students

  • Conducts the induction program for students

  • Resolves all student issues

  • Follow through issues to resolution

  • Drive student graduation and outcomes

  • Provide a high level of student satisfaction

  • Minimise student withdrawals

  • Identify operational efficiencies within the student services department

  • Manages all course transfers

  • Manages student retention and student withdrawals

  • Provides support to funded students

  • Leads the career management support for students

  • Troubleshoots student issues

  • Manages the graduation function

  • Undertakes general administration

  • Maintains comprehensive student records and contact logs

  • Maintains Job ready integrity

  • Adheres to all internal and external guidelines and communication

  • Records all student interaction as File Notes

  • Identifies and provides student support structure feedback


  • Computer skills (Database, Microsoft Applications)

  • Quality focus

  • High level of attention to detail

  • Integrity and professionalism

  • Strong written and oral communication skills

  • Confident and relaxed in dealing with customer service situations as well as telephone conversations

  • Ability to work in a fast-paced environment

  • Excellent customer service orientation

  • Proficient administrative and organisational skills

  • A commitment to ongoing learning and development

  • Passion for education and the student experience

  • Strong interpersonal and communication skills

  • Desire to learn and for self-improvement

  • Ability to create rapport with customers

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