Student Services Officer

About the Role

The Student Services Officer is responsible for the day-to-day delivery of student services, ensuring an excellent student experience across the lifecycle—from enrolment and orientation through to graduation. This front-facing role supports academic success and student satisfaction by coordinating support processes, maintaining accurate records, and collaborating closely with various teams to uphold compliance and service excellence.

Key Responsibilities include:

1.      Student Services Enhancement

• Demonstrate engagement and support on student advice with understanding and commitment to diversity.
• Organise and facilitate student orientation programs, ensuring a smooth and welcoming transition for new students.
• Coordinate academic and counselling referrals to support course progression in line with academic requirements.
• Collaborate on logistics for graduation ceremonies, certificate issuance, and communicate event details to students in compliance with academic policies.

2.      Communication and Team Collaboration

• Maintain effective communication with students, academic staff, and internal teams to support collaboration and productivity.
• Demonstrate a positive and proactive attitude to foster an inclusive culture of excellence and continuous improvement within student services.
• Collaborate with departments to streamline unit enrolments, result processing, and student communications with a student-centric and compliance-focused approach.
• Respond to JIRA tickets submitted to studentservices@ae.edu.au and enquiries@ichm.edu.au.
• Attend to incoming telephone calls, providing accurate responses or timely redirection of queries.
• Greet and assist visitors, providing appropriate guidance and support on arrival.

3.      Data Management and Administration

• Maintain accurate student records in student management systems, ensuring data consistency, compliance, and privacy standards are upheld.
• Provide follow-up and support for special unit enrolments, timetable adjustments, results, fees and unit sequencing queries.
• Ensure timely communication of course progress and initiate intervention as required.
• Collaborate with academic departments for the issuance of official results and documentation, ensuring accuracy and timeliness.
• Administer student feedback collection and support analysis to inform service improvements.
• Process re-enrolments, manual enrolments, marking and moderation accurately and within required timeframes.
• Register students on intake and monitor compliance for all orientation activities.
• Manage the invoicing of students at the point of enrolment.

Candidate Requirements:

• Previous experience in administration or student services, ideally within the education sector.
• Proficiency in student information systems (e.g. RTO Manager, CRM etc.) and Microsoft Office.
• Strong organisational skills and the ability to manage competing priorities under tight deadlines.
• Excellent interpersonal and verbal/written communication skills.
• A customer-first mindset, committed to delivering high-quality service and support.
• Attention to detail and an understanding of compliance, records management and data integrity.
• Ability to collaborate in a team environment and interact confidently with stakeholders at all levels.

Desirable:

• Familiarity with JIRA ticketing systems and academic administrative processes.
• Experience in orientation program delivery and graduation logistics.
• An understanding of the Australian education system and regulatory standards (e.g. TEQSA, ASQA).

Why work with us

• Opportunities to grow within the organization
• $1,500 professional development allowance
• Incredibly committed and supportive team of student-centric professionals
• Flexibility to work from home during non-teaching hours (For Academic staff)
• Be part of a fast-growing organisation working in an agile environment
• Acknowledge education is part of UP Education group – Be part of a leading education provider: https://www.up.education/

Join the Acknowledge Education Team: Igniting Potential, Fostering Growth!

Acknowledge Education is a leading training provider with campuses throughout Australia offering a variety of courses in a range of industries such as health, community services, social work, business, civil construction and hospitality. In our 139-year history in education, we remain true to our mission to stay a challenging, relevant and creative leader in the education industry

True to our name, we acknowledge and celebrate the unique aspirations and achievements of every student. From our roots as an English language school in Victoria, ​we've evolved into a national academic powerhouse, with campuses in Melbourne, Sydney, Perth, and Brisbane educating over 6,000 students every year.​ 

To find out more about us, please visit https://www.acknowledgeeducation.edu.au/about-us/  

To Apply: If you have the necessary skills and experience, please apply!

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.