Student Support Advisor

Who we are:
At Torrens University Australia, making a difference is in our DNA. As a Certified B Corporation, we belong to a global community of future-focused companies using business as a force for good. We believe in the transformative power of education to change lives, families, communities - and the world. That's why we're on a mission to increase access to higher education, so learners from all walks of life can chase their dreams.
What's the job?
Reporting to the Senior Student Support Advisor, the purpose of the Student Support Advisor is to play a pivotal role in resolving enquiries from new and existing students attending one of our campuses, ensuring that they are given a best-in-class experience that is consistent across all locations. The Student Support Advisor will have a strong understanding of multiple platforms and processes and act as a liaison between departments that are involved in enquiry resolution. The role will consult with key stakeholders across the business in order to support the student and resolve cases from beginning to end.
This great opportunity is a Permanent, Full-time offer. You will be required to support our students at both Surry Hills and Ultimo Campus. Due to the nature of this role, you are required to be F2F on campus.
Day-to-day accountabilities:

• Act as primary point of contact for students attending campus with a question or concern.
  Deliver and take ownership of student enquiry case management services from beginning to end in line with SLAs and service expectations
• Resolve issues relating to system access, subject selection, student finance and any other enquiries that affect student retention and progression.
• Escalate complex issues appropriately and act as a point of contact to the student until the issue is resolved to the student's satisfaction.

Who you are
To be successful in this role you will have:

• 2+ years of experience in a front of house, customer service or customer experience role.
• Proven ability to provide a high quality customer experience.
• An understanding of the higher education environment would be advantageous but not essential.
• Working knowledge of Salesforce and Microsoft Dynamics is highly regarded.
• Proven ability to work in a target and KPI-driven environment.
• Thorough understanding of the key drivers of an excellent UX and CX.
• Strong relationship development and management skills.

Why join us?
Bold, modern and agile, we're Australia's fastest-growing university, going from 164 students in 2014 to 40,000+ alumni across 115+ countries and 2000+ staff today. In 2020, Australian Financial Review named us one of the country's most innovative companies. As we continue to establish ourselves as a truly global university, we never lose sight of our student-centric approach. Supported by teams of passionate people, you'll find endless opportunities for professional development and career progression.
We are proud to be an equal opportunity employer and committed to creating an inclusive workplace. We do not discriminate on the basis of race, colour, religion, age, ethnicity, gender identity, sexual orientation, disability, or any other protected characteristic.
We encourage applications from Aboriginal and Torres Strait Islander peoples for all positions.
What we offer:
We support your personal passions, development and wellbeing, to make your working life a more rewarding experience. At Torrens University Australia , you'll benefit from:

• Study free in a course/degree related to your position
• Access to internal opportunities - Be supported to learn, grow and move across the organisation

Hiring process
We aim to provide you with the necessary information you need at each stage of this process to put your best self forward. If you want to know more, or need assistance or accommodation during the recruiting phase, please contact your recruiter, Sebastian Pabon, at sebastian.pabon@torrens.edu.au
To learn more about what makes Torrens University Australia a great place to work, visit https://www.torrens.edu.au/blog.
We'd love to hear from you.