Student Success Officer

5 months ago

Melbourne, Australia Open Colleges Full time

Enjoy the flexibility of working with a Hybrid model
- Help provide great customer experience to our Students
- Work in a Supportive and fun team environment

**About us**:
As Australia’s leading private provider of online vocational education, Open Colleges has been helping Australians realise their potential for more than 125 years. In the last decade alone, we’ve helped over 450,000 people pursue their career dreams - and counting Our goal is to help Australians make more of their potential and we do that through providing our students with the skills they need to launch, change, or take the next step in their careers - Everything could happen.

**What you will be doing**:

- Deliver a consistently high standard of service to students
- Grow and nurture student relationships on every interaction to increase student satisfaction
- Troubleshoot and resolve service and minor technical problems by asking appropriate questions
- Document all information and maintain accurate student records as required
- Achieve key performance metrics including adherence to schedule requirements
- Make outbound welcome calls to new students
- Provide additional onboarding services to students on request
- Provide additional learning support to student via one-to-one appointments e.g. time management, study plans, getting started, academic writing and academic referencing, etc.
- Facilitate or escalate reasonable adjustment requests

**About you**:
Like us you will have a passion for education. You might have a background in retail or a call centre, where you have exercised your adaptability in giving great customer service.
- We are passionate about customer service so you need to be too
- Ability to confidently use technology, systems and web based organisational tools
- Excellent interpersonal, verbal and written communication skills
- A minimum of 2+ years’ relevant experience in a blended inbound/outbound service contact centre
- A minimum of 2+ years’ relevant experience in a retention or customer success role
- Experience providing education support (highly desirable)
- Experience within vocational education (highly desirable)

**Why join Open Colleges?**
When you join us we have some great additional things that you can enjoy
- Hybrid working model
- Salary packaging
- Access to an array of employee benefits that support your professional and personal development, including access to a generous discount on our courses for you and your immediate family

Please note that only applicants with full Australian working rights will be considered. Please be aware that it is a requirement of this position that extensive background checks are conducted. The background check process includes reference checks and validation of employment; proof of qualifications; proof of rights to work in Australia; and for specific roles, police, and ID checks.

Visit opencolleges.edu.au for more information about our organisation.

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