Student Experience Manager

Student Experience Manager - Sydney

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 aboutALG.
Ikon Institute of Australia (Ikon): HE provider for domestic and international students. Learn more aboutIkon.

About the Role

The Student Experience Manager leads a team of Student Experience Advisors at their respective location ensuring exceptional customer service and non-academic support for both commencing and existing students.

This pivotal role works closely with the National Student Experience Manager to plan implement and monitor strategies that enhance the student journeyfrom orientation to graduation.

Additionally the Student Experience Manager collaborates with Student Engagement and Events as well as Facilities teams to provide a seamless and enriching campus and learning experience for all students.

Key Responsibilities:

Student Experience/ Customer Service

• Provide leadership guidance and support to the Student Experience Advisors in delivering exceptional student service both in-person and via CRM (Zendesk).
• Offer accurate timely advice on the administrative aspects of students studies through multiple support channels.
• Continuously improve student experience throughout the full student lifecycle via regular feedback and satisfaction surveys.
• Collaborate with stakeholders to ensure effective and compliant delivery of student support services.
• Lead student engagement initiatives and events including orientation mid-term activities and graduation in partnership with the National Student Engagement and Events Manager.
• Strengthen student retention through excellent customer service proactive communication and course withdrawal assessments to find solutions for students.
• Manage and investigate informal complaints identifying root causes and opportunities for continuous improvement.
• Maintain expert knowledge of policies and procedures to align student experience practices with regulatory and institutional standards.
• Conduct internal audits in collaboration with the Quality Assurance Team ensuring compliance with student experience policies.
• Create a welcoming and supportive environment resolving informal complaints locally to minimize escalation.

Campus Support:

• Collaborate with Facilities team on campus needs to assist in maintaining a conducive and quality learning experience
• Fulfil and/or have the team fulfil fire warden and first aid duties on campus.
• Plan and coordinate creation of a roster for opening and closing campus reception and support for onsite events.
• Collaborate with the IT team to ensure classrooms are configured for their intended use
• Ensure the students kitchen bathrooms and common area are clean and free of hazards.

Team Management

• Select lead and manage the student experience team nationally and offshore
• Conduct annual performance reviews and set clear objectives for all team members that report directly to you

• Maintain compliance with all People and Culture processes ensuring engagement and retention of team members

• Ensure the KPIs for each team are being achieved e.g. service standard KPIs
  

Education Experience and Skills:

• Diploma or higher preferred
• 5 years of experience working in a Higher Education Provider and/or Registered Training Organisation student services setting.
• At least 2 years of team management experience in a similar role
• Experience (or willingness to learn) providing student services to international students under the Higher Education Standards Framework (Threshold Standards) 2021 Standards for RTOs 2015 and the National Code of Practice for Providers of Education and Training to Overseas Students 2018.
• Experience using and maintaining databases (eg. CRMs Student Management Systems PRISMS).
• Experience with customer relationship management / contact centre software (eg. Zendesk).
• Outstanding influencing skills and the ability to defuse and turn around stressed anxious students.
• Cross cultural awareness
• Excellent written and oral communication
• Excellent interpersonal skills with the ability to work autonomously and in a team

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 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!