Student Services Manager

Student Services Manager

Location: Perth

CBD, Inner & Western Suburbs

Work Type: Full Time

Salary: 74,613

JOB TITLE: STUDENT SERVICES MANAGER

• Full time position 
• 38 hours per week
• $74,613.98 per year + superannuation 
• Perth, WA, 6000

OVERVIEW OF ROLE

ILSC Education Group is one of Australia’s largest and fastest-growing language and vocational schools, known for the quality, rigour and variety of programs tailored to meet international student needs and interests best. ILSC Programs include General English, English for Academic Purposes, IELTS Preparation, Cambridge Preparation, and various engaging Elective classes. Our Greystone College offers students a suite of business-focused vocational programs.

The Student Services Manager plays a crucial role at the new Perth campus in developing and leading a team of student service staff .

The main function of the role is to manage the Student Services team, including the Student Advisors and Reception teams, with exceptional leadership and knowledge in all areas of Student Services and the school.

The role is based at the Perth campus. There is no working-from-home flexibility with the role.

Reporting to the National Student Services Director, the Student Services Manager is engaged under the terms of The National Employment Standards (NES) and the Educational Services (Post-Secondary Education) Award 2020.

DUTIES & RESPONSIBILITIES:

The duties of this position include, but are not limited to:

Student Services Management: 

• Supervising and monitoring student advisors and receptionists perform their duties according to internal procedures and guidelines. 
• Mentor student advisors.
• Ensure student advising and reception services are consistent, professional, timely, and proactive.
• Ensure service delivery procedures align with ILSC & Greystone College’s guidelines.
• Plan and implement service policies related to duty of care for under-age students on campus; dealing with walk-in students; supporting student management of financial matters such as refunds, instalment payments, and financial difficulty.
• Develop and implement policies on how to guide and advise the teams on how to manage complaints when they are escalated from student advisors.
• Coordinate with VET and ELICOS academic managers to implement policies on how to ensure Student Services can manage ongoing student issues.
• Adhere to national registration policies and procedures.

Human Resource Management:

• Work with recruitment team and to develop hiring processes, including conducting interviews and hiring of student advisors and Student Services/reception teams at Perth campus.
• Manage probation, performance improvement and annual reviews based on student feedback.
• Facilitate training sessions to ensure consistency in the policies and procedures of the school.
• Supervise and support advisor and student service teams.
• Plan and develop policies for local client facing marketing and sales support teams (i.e. agent fairs, school tours etc).
• Revising and creating new policies and procedures to guide the student support team

 Compliance:

• understand regulatory framework (ESOS Regulations 2019, PRISMS, immigration visa requirements)
• Understanding of country and school risk level implications.
• Understanding of Standards for RTOs and RPL (Recognition of Prior Learning)
• Understanding of Academic Probation and Intention to Report process and procedures for students (both academic and financial ITR)

 Other:

• Organise and lead regular meetings with local teams and ensure that they are promptly updated on any changes in customer service policies, and review after-sales services. 
• Support special national projects on customer relationships. 
• Maintain strong working relationships with local and offshore sales teams and agents.
• Actively uphold ILSC’s mission, vision, and core values
• Develop, foster, and instil the ILSC philosophy with new staff
• Maintain of a safe, tidy, and organized work area

SELECTION CRITERIA

Level of Education Required:

• Certificate and / or Diploma in business administration, marketing, customer service and other relevant business fields

 Experience & Skills Required:

• Three to five years’ experience in the international education industry
• Two+ years in a supervisory role
• Effective and clear written and oral communication in English
• Proven skills in customer-service
• Able to respond appropriately and promptly to a variety of enquiries from current and prospective students, agents and sales teams
• Able to find information and problem solve
• Able to work collaboratively with other departments
• Able to be flexible and adaptable
• Able to problem solve
• Able to manage time and systems
• Able to plan, organize, set priorities
• Patient, empathetic and approachable
• Able to maintain composure and professional behaviour at all times, especially while under pressure

 Other:

• Valid Working With Children Check
• First Aid & Mental First Aid Certificate (preferred)

WORK HOURS

Full-time (38 hours per week), Monday to Friday, between the hours of 8am to 7pm. i.e. Shifts may be from 8am to 4pm, 10am to 6pm or 11am to 7pm.

Full and unrestricted work rights in Australia required.

This position requires the individual to be ready at the campus by end of May.

ABOUT ILSC

ILSC Education Group is an award-winning global educator that delivers quality educational programs using a dynamic approach that responds to student interests. Our largest and longest running division, ILSC Language Schools, has been offering language training programs to International students from more than 100 countries since 1991. We also offer a range of programs through our Colleges, Corporate Training, and Continuing Education divisions. Since opening its first school in Vancouver, BC, Canada, ILSC has become a world leader in language and career training, and has grown to include 9 incredible locations around the world, in Vancouver, Toronto and Montréal, Canada; New Delhi, India; and Brisbane, Sydney, Melbourne, Adelaide and Perth, Australia.

To provide our global community with transformative learning, living and work experiences by offering the finest language, career and higher education programs.

ILSC’S CORE VALUES

• Passion – to enrich and transform people’s lives
• Innovation – To evolve through creativity & diversity
• Collaboration – To build community & achieve more together
• Respect – To treat everyone with compassion & dignity
• Integrity – To act responsibly & ethically in everything we do

In accordance with ILSC’s Accessibility policy, ILSC is committed to providing a barrier-free environment. Specific accommodations are available upon request as outlined within ILSC’s Employee Policy Manual.