Student Support Coordinator

Location: Hybrid & Remote - Melbourne, Australia

Location: Remote- Brisbane, Australia

Driven, empowering, transformative. Academic Partnerships creates collaborative, student centered partnerships with the universities we partner with. At AP, we drive change through innovation in online education using the strengths, experience, and culture of our people. As a global market leader in online program management, we are focused on supporting scalable online program success for our university partners and the students they serve, their local communities, school systems, business, and the local labor market. Our 'One AP' culture is built on the foundation of our mission - to increase access to high-quality, affordable, and workforce-relevant education.

Job Summary:

The Student Support Coordinator (SSC) is a key member of the AP Australia team. Reporting to the Senior Manager, Operations and Student Support, our ideal candidate will bring a proactive, service-oriented approach, be responsible for building and maintaining close relationships with students from enrolment through to graduation, resolving any issues to ensure satisfaction and academic success. They will coordinate efforts with a range of partner institution stakeholders, including academic teams, technical and wellbeing support. The SSC is the first point of contact for all our students and is responsible for providing full pastoral support as students complete their program of study.

Job Responsibilities:

• Provide effective service to new, continuing, and resuming students by developing and implementing highly proactive outreach services with particular attention paid to retention and student success. Monitor student performance and attendance, analyse problem areas, determine solutions, and conduct intervention activities and processes.
• Identify and successfully resolve student concerns through prompt issue resolution and coaching designed to improve student retention and other strategies to meet partnership benchmarks and goals.
• Responsible for handling incoming service-related questions or concerns for students, faculty and key partnership contacts eliminating delays that impede student and partnership success.
• Ensure timely turnaround of communication and services, meeting established service level agreements and triaging student cases to the relevant university resources.
• Follow contact strategies on an ongoing basis to maintain a relationship with students.
• Ensure student registration either through direct enrolment activities or leading students through the enrolment process.
• Deliver new student orientation sessions and/or assist students to navigate the online learning platform and help set them up for success in their online studies.
• Responsible for maintaining documentation of outreach services in the CRM.
• Provide regular activity/engagement reports and data entry. Responsible for carrying out audit reports on student registration, retention, and persistence.
• Identify operational process improvements as it relates to Student Support and develops and documents new processes.
• Provides coaching, training, and coverage for new team members.

Job Requirements:

• Bachelor's Degree from an accredited institution
• 2 years of customer service or operations experience
• A naturally curious person who gets energy from human interactions
• Client service-oriented individual with outstanding written and oral communication skills
• Ability to relate well to others and perform duties with a high degree of integrity, confidentiality, and adherence to professional ethical standards.
• Ability to work in a fast-paced environment, excellent problem-solving and decision-making abilities.
• Intermediate level in Microsoft Excel and proficient in Word, Outlook, and PowerPoint.
• A conscientious individual who needs little supervision in following up on assigned students, tasks, and special projects; Excellent organisational, multi-tasking skills and high level of attention to detail.
• Ability to work under pressure of deadlines and/or time limitations.
• Ability to work independently as well as part of a team.

Academic Partnerships is an equal opportunity employer and supports a diverse and inclusive workforce.