The Student Support Officer is the first point of contact for students, providing timely support and guidance across a range of academic and administrative enquiries. This role is responsible for delivering a positive student experience, maintaining accurate student records, and working collaboratively with internal teams to resolve issues and support student success.
Key Responsibilities:
Provide timely and professional support to students via phone, email and CRM platforms, resolving enquiries and requests relating to enrolments, extensions, deferrals, special consideration, reasonable adjustments and general student services.
Maintain accurate student records and documentation within CRM and Student Management Systems, ensuring data integrity and compliance with privacy requirements.
Collaborate with internal stakeholders including Academic, Product and IT teams to resolve student issues, coordinate support services and escalate complex matters where required.
Support student engagement and retention initiatives by identifying at-risk students, assisting with supervised learning activities and contributing to positive student outcomes.
Contribute to continuous improvement by identifying process enhancements, maintaining procedural compliance and actively participating in team initiatives that improve operational efficiency and student experience.
Previous experience in an administrative, admissions, student services, or customer support role, preferably within the education sector.
Strong written and verbal communication skills with the ability to manage student enquiries professionally across multiple channels.
Excellent interpersonal, problem-solving and customer service skills, with the ability to build rapport and support students effectively.
High attention to detail with experience maintaining accurate records and working with CRM, student management or related systems.
Ability to work independently in a remote environment while contributing to team success, continuous improvement initiatives and a positive workplace culture. Please note this position will be required to work - Monday - Friday 9am - 5pm AEST/AEDT.
Questions about your identity help us appreciate the diversity of individuals looking to work with us, ensuring we’re attracting applications from people with identities and perspectives that are as diverse as our students.
We are an equal opportunity employer. As part of our commitment to equity, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment.
Swinburne Open Education is a partnership between Swinburne University of Technology and UP Education, delivering flexible online education designed to help students gain job-relevant skills and nationally recognised qualifications. As part of the UP Education Group, we combine academic quality with innovative digital learning to make higher education more accessible, supporting learners across Australia to upskill, reskill, and achieve their career goals in a rapidly changing workforce.
