Description:
About EDU
EDU is an ASX-listed provider of tertiary education, specialising in Health and Community Services. We foster meaningful careers through high-quality education across our campuses in Sydney, Melbourne, Brisbane and Adelaide:
Australian Learning Group (ALG) : VET provider for international students. Learn more about ALG.
Ikon Institute of Australia (Ikon) : HE provider for domestic and international students. Learn more about Ikon.
About the Role
We are seeking an enthusiastic Student Experience Advisor to join our team and provide expert guidance and support to our students. This pivotal role will focus on delivering exceptional non-academic support, helping students navigate EDU's systems and processes. As the first point of contact for non-academic student inquiries for students studying online with us, you will play a key role in enhancing the student experience.
This role will be based in our Adelaide campus , with a primary focus to support our domestic students.
Key Responsibilities:
Student Experience
- Deliver outstanding student service via CRM tools (Zendesk), providing accurate and timely advice to students via email, phone, and chat.
- Provide expert non-academic guidance and support, focusing primarily on domestic students.
- Contribute to the achievement of EDU's retention targets through proactive student engagement and management.
- Actively support and implement strategies to enhance student engagement, with a particular focus on domestic students.
- Collect and utilize student and staff feedback to continually improve student experience processes.
- Maintain up-to-date knowledge of EDU policies and procedures, ensuring that student support practices align with institutional standards.
- Collaborate with the Quality Assurance Team to conduct internal audits, ensuring compliance with campus operations and student experience policies.
Education, Experience, and Skills:
- Diploma or higher qualification preferred
- At least 1 year of experience in a contact center or student services setting within the higher education sector, particularly working with domestic students.
- Experience with customer relationship management (CRM) software, specifically Zendesk.
- Strong communication skills, both verbal and written.
- Excellent problem-solving and time management abilities.
- Ability to manage stressed or anxious students with a calm and helpful attitude.
- A positive, proactive, and solution-oriented approach to student engagement.
Why Join Us?
- Paid birthday leave
- Individual training budget for professional development
- Reward and recognition programs
- Breakfast supplies on campus
- Year-round engagement events
- Novated leasing options
- Everyday benefits and savings via Flare app
- Fun and diverse working environment
- CBD location with easy access to public transport
Diversity & Inclusion
We celebrate diversity and are committed to reflecting Australian society to better serve our students. We encourage applications from Aboriginal and Torres Strait Islander people, culturally and linguistically diverse people, people with disabilities, sexually and gender diverse people, and individuals of all ages.
Next Steps
Apply online or send your resume and cover letter to trisha.singson@edu.com.au Only applicants with the right to live and work in Australia will be considered. Shortlisted candidates will be notified.
We look forward to receiving your application and potentially welcoming you to our team!
To apply online, please click on the appropriate link below. Alternatively, for a confidential discussion, please contact The Team at EDU Corporate Services Pty Limited on , quoting Ref No. 1221529.