Student Services Officer

Are you motivated and eager to make a meaningful impact? Join our team as a Student Services Officer at our lovely campus and animal care facility in Ascot, where you will be instrumental in meeting the growing needs of our students and diverse course offerings. This role will have a strong emphasis on support and mentoring services, shaping a positive educational experience for our students.

A little more about us
Applied Vocational Training Pty Ltd (AVT) is a Registered Training Organisation (RTO 5273) and we’ve been in operation for 25 years. We're a boutique RTO, led by a team of highly qualified industry professionals. We specialise in the delivery of Animal Care Services and Veterinary Nursing qualifications, including DTWD funded courses. We take pride in our team-centric approach and our commitment to delivering the highest level of Student Services.

Reporting to the Student Support Manager your key roles may include:

Customer Engagement 

• Provide front-line support to students via phone, email, and face-to-face for both enrolled and future students
• Respond to enquiries via email and phone regarding our available courses and counselling on course selection 
• Assist with student applications, interviews, assessments and selection process including LLN evaluation
• Maintain student support inbox and respond to enquiries or escalate to other appropriate personnel where necessary
• Coordinate and conduct student orientation and induction sessions when required
• Generate student training and support plans in line with student needs

Student Support

• Assist Program Managers with tracking student progress including regular reporting
• Organise and conduct student progress calls and face-to-face student meetings when required
• Ensure students requests, issues, concerns and feedback are being followed up and actioned

Student Mentoring

• Conduct student advisement sessions when required providing guidance, support, and mentorship to students throughout their vocational journey including recommendations/referral to both internal and external support services

Administration

• Manage student records including student enrolments, personal records, study plans, unit enrolments, participation/attendance, results, deferral, transfer and withdrawal
• Send meeting invitations and other course communication to students 
• Complete USI and state funding application checks to determine student eligibility requirements
• Ensure compliance with relevant regulatory requirements and maintain accurate records of compliance activities
• Maintain up-to-date knowledge of the AVT’s student support services
• Create and/or maintain accurate easy to read procedures and workflow instructions to contribute to our “yet to be developed” internal FAQ system

Essential Criteria

• Minimum two years’ experience working in a senior customer service or administrative role (preferably in an RTO)
• Demonstrated proficiency in the use of the Microsoft Office Suite 

We’re looking for someone who has a mature and composed attitude, with a strong sense of practicality. Our ideal candidate is known for staying calm and collected, even in tough situations. They're skilled at thinking critically and creatively. We appreciate candidates who can handle challenges with a level-headed approach, offering smart solutions and playing a role in careful and strategic decision-making. The ideal candidate will also have: 

• Prior experience working in a similar role at an RTO
• An excellent level of written and verbal communications – this is a role that requires a significant level of phone, email and video communication
• Knowledge and application of empathetic and effective additional student support and mentoring services
• Excellent interpersonal skills and an ability to work with a diverse range of people and develop trust and rapport with them
• Experience using Student Management Systems (aXcelerate or equivalent)
• Self-disciplined and independently driven but able to work effectively in a team environment with shared goals
• Working knowledge of The Standards for Registered Training Organisations 
• A love of animals as we work in an animal friendly work place (yes, well behaved dogs can come to work!)

Training will be provided to suitable candidate who may not possess all of the above attributes.

What can you expect?

• Full-time position (8 or 9 day fortnight considered) 
• Above Award salary commensurate with experience and the amount of training required
• Five weeks paid annual leave 
  • Superannuation paid monthly
  • Two weeks off every Christmas period
• A family and work/life balance-friendly workplace
• A friendly and welcoming workplace culture
• A supportive and vibrant environment at our lovely campus in Ascot
• Daily stretches in the garden with the team

How to apply

Please submit your resume with a cover letter explaining why you would be a great candidate for this role. 

A working with children check will be required for the successful applicant.

Previous applicants are welcome to apply.