Student Success Advisor

Student Success Advisor

• $70,000  - $80,000 + 17% Superannuation
• Opportunity to be part of a course launch
• Support focused with the aim of retaining student enrollments
• 24 month full-time contract
• Full time training based in Melbourne CBD, with Hybrid working arrangements thereafter

Victoria University (VU) Online is seeking an experienced Student Success Advisor to join our award winning team, to help launch our internal student support arm.

In this newly created role, you will be in daily contact with current students through phone, email and live chat to discuss all aspects of course offerings, from proactively mapping student enrolments into future units, guiding application & provide ongoing non-academic support as needed.

With the expectation of growth within the next 6 months, you will be a key player in co-developing of SSA procedures. It will enable you to be involved in developing, implementing and recording processes for optimum student service, along with using your creative flair to develop templates and bring to life the student journey communications.
 

Please provide responses to the Key selection criteria and apply if you would like to join us in our next Phase of growth at VU Online!

About the role

Major duties include:

• Work towards re-enrollment targets to help students reach their goal of successful course completion. 
• Build a thorough knowledge of our courses through supported training and research.
• Conduct pre-assessment of potential RPL and academic credit for students and work closely with academic team to help with these advanced standing requests.
• Own the student degree path and planning by mapping the student’s degree path to proactively assist them with enrolments into future units.
• Contribute to the development of training materials that will record and build the knowledge of the call centre team. Including reaching out to University Departments for training and training guides as required.
• Create templates of communications that will be sent to students to maximise retention numbers, maintain strong communications through multiple channels including social media to provide students an excellent study experience.
• Assist started students with non-academic queries throughout their study journey to ensure a positive student experience and maintain strong continuations, including working closely with the admin teams, academic and student financials to assist with fees and deferrals in a timely manner.
• Liaise with internal University and VU Online stakeholders to resolve any barriers stopping them from enrolling into units and document any learnings for similar future instances.
• Work closely with the SEA to identify the appropriate handover of students to fall into the SSA cycle.

Key Selection Criteria:
All candidates will need to respond to the Key Selection Criteria for their application to be considered

1. A completed Bachelor qualification and 2+ years relevant experience; or an equivalent combination of education and relevant experience.
2. Demonstrable experience in working with integrity to meet and exceeding individual targets on a consistent basis whilst working in a call centre environment.
3. Proven ability able to provide timely, complete and accurate information to students.
4. Excellent time management and organisational skills to prioritise tasks that ultimately lead to meeting and exceeding targets within strict deadlines.
5. Ability to self-motivate and work in a team environment that fosters a positive workplace that encourages staff to achieve targets and broader goals.
6. Ability to work under direction to follow approved processes and procedures with the aim of achieving goals and enrolment targets.
7. Excellent interpersonal and communication skills (both written and oral) and the ability to effectively communicate with leads and diverse stakeholders.
8. Sharp analytical skills to review target performance and identify any trends that may lead to changes in strategy and/or sales approach.
9. Demonstrable ability and Willingness to work with VU Online in establishing a Student Success team.

Desirable Selection criteria

1. Sound understanding of the issues impacting the successful delivery of online Higher Education.

SOCIAL INCLUSION 
Victoria University is committed to equal opportunity, social justice, cultural diversity and social inclusion in education and employment. Our commitment to social justice has been recognised in the Impact Rankings, which track universities against the UN Sustainable Development Goals (SDGs). We have discrimination, harassment and bullying contact officers as well as an Ally network to support staff who identify as LGBTQI.

ACKNOWLEDGEMENT OF COUNTRY
Victoria University acknowledges, recognises and respects the Ancestors, Elders and families of the Boonwurrung, Waddawurrung and Wurundjeri of the Kulin who are the traditional owners of University land in Victoria, and the Gadigal and Guring-gai of the Eora Nation who are the traditional owners of University land in Sydney