AddressRMIT Online is looking for a Part Time Student Success Advisor (4-days pw) who'll help us provide an incredible student experience & support to our students!
Psst! Hey, job hunters! Don't let this chance slip away like a banana peel on a marble floor! No cover letter? Without a cover letter tackling our questions is like bringing one noodle to a spaghetti party. Keep it pro, folks—cover letters are the key! Keep reading until the end...
Why work with us?
Firstly, the perks and the culture are pretty amazing! We offer amazing flexibility and operate in a hybrid model (a mix of remote and in-the-office) or if you love the office, you can join us every day – it’s your choice!
We also offer ongoing learning and development (Yes, you get a development fund!!) so you can have an amazing career, AND an incredible environment to work in, both online and in the office!
But that's not all… There are loads more perks that are going to blow your mind! Just ask!
This is a part-time (4 days) permanent position within the Student Success team; a bunch of friendly, diverse, caring, intelligent and fun people. Not only do we look for great experience, but we look for great humans!
Who is RMIT Online?
We provide world-class digital learning experiences leaning into the future of work. We are a passionate and nimble team dedicated to creating a 'community of lifelong learners, successfully navigating the world of work.'
Teaming up with industry thought leaders and experts, we strive to deliver the best in structured, flexible online education using the latest digital tools and technologies. And we have fun along the way.
Let’s talk about you
Caring, friendly, honest, team player, energetic, supportive, articulate.
You’re someone who is empathic and compassionate; you’ll be joining a close-knit team that cares deeply about students and each other. Additionally, honest feedback is important to you – both giving and receiving.
As a passionate people person, you’re known for your superb work ethic, building rapport with ease and delivering high levels of friendly service whilst working in a fast-paced environment. You'll come from a customer service or administrative background where you've coached others to achieve goals and have juggled multiple tasks at once. Collaboration is important and your preference is to work as part of a high-performing team that works together to achieve goals.
Problems are simply challenges in your eyes; you have a solution-focused mindset and thrive in a dynamic and evolving environment. You enjoy contributing and sharing ideas that improve the customer experience and will have demonstrated examples of this throughout your career.
Experience in the education sector and using a Learning Management System (e.g. Canvas or Blackboard) and/or Salesforce CRM is a plus.
Bonus points for a sense of humour, grace under pressure and a love of digital tech.
Sounds great! Tell me about the role
Reporting to the Student Success Team Leader, this part-time, 4 day per week (0.8) role has a direct impact on the student experience as you'll be providing personalised support through every step of the student lifecycle. You'll enable students to achieve their study goals through personalised success strategies including - ensuring a smooth transition into the online environment, identifying and supporting at-risk students, and creating a community of lifelong learners.
You’ll be in contact with students regularly, so you must enjoy building rapport over multiple communication channels, particularly over the phone. To support this, you’ll have strong written and verbal communication skills plus outstanding interpersonal skills.
With a talent for being highly organised, you have an innate ability to work with high-volume enquiries while maintaining an eye for detail and an empathetic approach.
Technology is something you embrace and are comfortable using (and learning) tools such as CRM, Student Management Platforms, email campaign tools, Slack, and Salesforce. You will use these tools to respond to student support requests across numerous channels including phone, digital, and social/community servicing.
You must also hold a Working With Children's Check or be willing to apply for one.
What’s a week in the life of this role?
Each morning, you’ll attend a team stand-up to chat through the priorities for the day. During this time, you’ll agree on when everyone will take their lunch break to make sure the phone lines are covered throughout the day.
You’ll be an expert at managing your time each day to ensure you dial all your assigned students to remind them about an important date coming up – you’ll need to ensure to complete an average of 40-50 calls a day to stay on track during a call campaign! You’ll also manage any inbound enquiries that come in over the phone or email and ensure to give accurate advice to students.
You might get some tricky questions, so you’ll need to ensure you keep open lines of communication with your team members and escalate if required. You will also spend parts of your day processing extensions or enrolment requests like deferrals or withdrawals, so that’s when you’ll put your keen eye for detail to use.
Ticking your boxes? Here's how to apply!
Some might argue cover letters are irrelevant, however, we want to see if you're paying attention and have a good eye for detail - after all, that will be important in this role!
- Why you’re the best person for this job and why you want to work for RMIT Online.
- How you have contributed to your team to nurture a positive culture.
- Why you want part-time work (we are only looking for a part-time person).
- Your favourite knock-knock joke!
RMIT is an equal-opportunity employer committed to being a child-safe organisation. We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.
