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Head of Student Experience

1 month ago

Sydney, Australia ALG Full time

**About Australian Learning Group (ALG)**

ALG is a registered training organisation that has been offering high-quality vocational education and training in the fields of Health and Community Services for over 15 years.

We are currently seeking a **Head of Student Experience **to join our **Sydney** team.

**About the role**

The Head of Student Experience will report to the General Manager and leads the national (and growing offshore) student experience team for the execution and improvement of non-academic student support services and campus operations to ALG students in each of its campus locations.

The primary responsibility is to ensure ALG delivers exceptional customer service, while satisfying its published service standards.

**About you**

You have proven leadership and management abilities, excellent verbal and written communication skills, computer proficiency in word and excel processing, and organisational and time management skills.

A naturally outgoing and energetic person with exceptional influencing skills who can calm down and reassure stressed-out students. This person also has the capacity to think quickly under pressure and to guide and support team members.

**Key responsibilities**:

- National implementation and delivery of the ALG student experience which spans the full student lifecycle, from orientation to graduation
- Be the owner of the ALG CRM (Zendesk) as our contact centre solution
- Measure, meet and where possible exceed the ALG service standards
- Lead each campus team to understand and execute exceptional customer service
- Use a range of feedback from students and staff to inform our process of continuous improvement

**Student Experience**
- Design and deliver an exceptional customer experience across our campuses and our contact centre
- Own and be the champion of the CRM (Zendesk) as our contact centre platform
- Maximise the quality of our responses in the CRM by developing templates for use by student experience staff to improve quality and efficiency
- Drive our self-service capacity in the CRM through the ongoing development and curation of self-help resources
- As the key business owner, utilise your team to meet and exceed the ALG service standards set out in the relevant policies including for student enquiries, complaints and appeals,
- Report on service standards performance and related continuous improvements to the ALG management team
- Maintain expert knowledge of the policies and procedures of ALG and ensure student experience practices remain aligned to the policies
- Utilise the ALG continuous improvement policy and system, to identify and implement continuous improvement actions relating to the student experience function
- Be the champion for the student’s non-academic engagement by designing and delivering experiences throughout the student lifecycle. Common events include orientation events, registration days and graduation ceremonies

**General Administration**
- Manage student records and communication via the student management and CRM systems
- Lead and where required, execute on, key administrative processes (e.g. warning letters, ITR’s)

**Team Management**
- Lead and manage team members across each campus through regular team meetings
- Provide regular support and feedback to team members on their performance
- Ensure the KPIs for each team are being achieved e.g. service standard KPIs
- Be a role model be demonstrating exemplary customer service
- Work with the People and Culture Manager to identity and support employee development
- Implement People and Culture processes and policies in the team, including performance reviews and rewards and recognition program
- Work with the People and Culture Manager on staff recruiting, onboarding and exit interview feedback

**Other key tasks**
- Gather and analyse data and provide reporting senior management to help drive continuous improvement
- Understand and ensure the relevant regulatory and internal policy standards are met on a continuing basis

**Qualifications and Experience**:

- At least 5+ years of leadership and management experience working in a Registered Training Organisation or customer service setting
- Experience providing student support aligned to the Standards for Registered Training Organisations (RTOs) 2015
- Experience providing student services to international students under the National Code of Practice for Providers of Education and Training to Overseas Students 2018 (preferred but not essential)
- Experience using and maintaining databases (eg. CRM’s, Student Management Systems, PRISMS)
- Experience with customer relationship management / contact centre software (eg. Zendesk)

**What makes working with us exciting**:

- Paid birthday leave
- Work-life balance
- Training and development opportunities
- Job rotation and career progression
- A positive culture and fun team

**Diversity & Inclusion**

**Next steps**:

- We are only able to consider applicants with th

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