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Student Support Officer

Student Support Officer

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Oct. 16, 2017

About us

We are one of Australia's oldest and largest providers of open learning. For over 100 years we have been helping people from all walks of life to improve their lives through learning. Over this time, we have delivered education and training to more than 700,000 Australians.

Today, we deliver a diverse portfolio of courses spanning three Divisions: Business, Finance and Services; Education, Health and Community Services; and Design, Science and Technology. We focus on meeting the needs of adult learners by providing highly flexible, accessible and affordable education and training.

Our team includes over 450 staff and 300 contract educators. Over the last three years, we have been through a fundamental organisational transformation. 

About you

You’re an upbeat, customer focused individual wanting a foot in the door with a dynamic, supportive, high-spirited team. Maybe you’ve been working in retail or hospitality and looking for an office-based role with more sociable hours. Or perhaps you’re working in an administrative or education support role seeking an energetic environment with a digitally savvy company. Almost half our team has been internally promoted in the past 12 months, so we are constantly seeking positive, hard-working team members. If this sounds like you then keep reading!

About the position

A critical member of the Student Experience team, the Student Support Officer is the first port of call for our student enquiries, helping with non-academic enquiries and connecting them with other services at Open Colleges.

The Student Experience team’s mission is to put people at the heart of learning in a digital environment, empowering them to improve their lives through education. As a Student Support Officer, you will be a key representative of the Open Colleges brand, providing empathetic, professional support via phone and email.

Your core functions

  • Manage inbound enquiries from students by phone, email, fax and messaging
  • Provide empathetic, outcome-oriented support to students in need
  • Participate in outbound student re-engagement activities
  • Manage administrative tasks

To be successful in this role, you will have the following key attributes and skills:

  • Strong customer focus and dedication to customer satisfaction
  • Enjoy working in dynamic, team based environments
  • Ability to build rapport and communicate effectively in person and by phone or email
  • Ability to confidently use technology and systems
  • Positive, flexible and open-minded
  • Ability to achieve targets and work to SLAs

Experience in:

  • A high-volume, busy customer service environment
  • Professionally managing customer enquiries by phone and/or email
  • Dealing with difficult customer conversations

Able to work:

  • Monday to Friday on a weekly rotating roster
  • Daily shifts 7.5 hours in duration, with staggered start times from 8:30am to 12pm
  • Occasional Saturday shifts in return for rostered days off

Please email your resume and cover letter to Ciaran Martin, Talent Acquisition Specialist, Open Colleges (02) 8048 5006.

Please note that due to the high volume of response anticipated for this role, only short-listed candidates will be contacted.

                                                           **No Recruitment Agencies**