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.

EDUCATION, EXPERIENCE & SKILLS

• One or more years of experience in student service within a higher education environment
• Demonstrated experience working with student management systems, learning management systems and student service systems preferred, but not essential.
• Diploma qualification or higher preferred.
• Experience in working and engaging students from diverse backgrounds.
• Excellent oral and written communication skills, with an ability to communicate to diverse student, staff and/or stakeholder groups.
• Demonstrated ability to work under pressure, multi-task and prioritise to ensure successful completion of all responsibilities and tasks.
• Proficiency in Microsoft Office365
• Cross cultural awareness
• Excellent interpersonal skills with the ability to work autonomously and in a team

ABOUT THE ROLE

The Student Experience Advisor (Domestic) is the heart of the student journey at EDU. This dynamic role is all about building meaningful connections and providing a welcoming hand to our domestic students, whether they’re calling in with a quick question, sending an email, or stopping by for a chat.
You’re not just a point of contact; you’re a champion for student success, working actively to elevate every moment from the first day of orientation to the exciting milestone of graduation. Your mission is to ensure every interaction reflects EDU’s commitment to exceptional service and a truly remarkable student experience.

KEY RESPONSIBILITIES

• Provide accurate, timely expert advice, guidance and support to students in-person (at the front desk) and online (via email/Zendesk) concerning the administrative aspects of their studies.
• Be the single point of contact for all non-academic student enquiries, with a focus on domestic students.
• Respond and work to resolve student enquiries through case management, including maintaining appropriate records.
• Support the Enrolments Coordinator to process tuition fee and other payments in collaboration with the finance team.
• Issue student cards & other official student documentation.
• Assist in maintaining the student database by ensuring accurate and complete records are entered.
• Assist in sending locally relevant scheduled, ad-hoc, individual and bulk student communications via the CRM and student management systems.
• Attend and contribute to regular team meetings.
• Contribute to achieving domestic student retention targets through proactive student engagement and management.
• Collaborate with the relevant team to support student engagement events and other formal events (orientation, graduation, etc)
• Actively contribute to activities and discussions on achieving EDU student retention, identifying opportunities for improvement of processes and student experience.
• Ensure that campus facilities and equipment are maintained, tidy and conducive to a quality learning experience.
• Fulfil the fire warden and first aid duties on campus.