AddressAbout us
The Australasian College of Health and Wellness (ACHW) offers Higher Education qualifications specialising in the discipline of health science focusing on educating professionals for the health and wellness industries.
This is a full-time fixed-term 10-month contract
Position Summary
Reporting to the Executive Director/Head of School, this position is responsible for supporting students throughout their learning journey. The position is responsible for establishing initial contact with the student and providing ongoing non-academic support to students throughout their course.
The role works in partnership with the academic team to provide a seamless and engaging student experience. The role requires data entry & records management, utilising ACHW’s Student Management System and Learning Management Systems in order to run reports and tasks to assist in the ongoing support and retention of students
This position ensures students receive excellent customer support to successfully progress through their academic programs.
Tasks include:
- Undertake initial welcome call to students within 24 hours of enrolment and inform students of their login details and other relevant.
- Arrange for Moodle demonstration and assist with student onboarding.
- Undertake follow-up calls and emails regularly or as determined by students.
- Managing Student Support, complaints and non-academic enquiries
- Assisting with late extension requests
- Managing withdrawal and enrolment requests
- Assisting students with technical difficulties
- Use Salesforce system to log sent and received communication and manage cases and other ongoing activities
- Undertake administration activities within Moodle such as setting up new users, running reports, adding activities, assisting student queries
- Work closely with the Retention and Success manager in supporting continuing students
- Work closely with the Academic Learning Advisor in supporting new and continuing students
Experience required
- 2+ years’ experience in a direct customer-facing role, preferably within an Higher Education Provider
- Proven ability to multi-task, prioritise work to deadlines and achieve pre-determined outcomes.
- Knowledge of IT and related studentadministration systems such as Moodle, Salesforce.
- Advanced skills associated with Microsoft Office Suite e.g., Excel Worksheets.
- Have a student-service mentality and a high level of customer service with the ability to demonstrate empathy, tolerance, patience and tact when speaking to students and staff.
Benefits & Perks
- Access to EAP
- Ongoing training & support provided
- Close to public transport
- Flexible working arrangements
