Student Experience Adviser

7 days ago

Brisbane, Australia Kaplan Full time

**26 days’ of annual leave and other great benefits**:

- **Permanent full-time position based in Brisbane**:

- **We value a positive and supportive work environment**

**Role**

We are looking for a **Student Experience Adviser** at **Kaplan Professional.**

In this role, you will play a key part in supporting a diverse range of students, including mature-aged learners, studying financial services courses. These students often have demanding schedules and highly value prompt, expert advice to help them succeed.

This is more than just a customer service role—it’s an opportunity to directly **impact student retention and progression** across our higher education courses. You will:

- Perform **proactive outbound call initiatives**:

- Respond to inbound enquiries
- Offer **expert guidance on study pathways**

By focusing on **retention, identifying upsell or cross-sell opportunities**, and maintaining **data accuracy**, you will contribute to a student-centred culture that prioritises **progression and success.**

If you have a background in **customer service, particularly within financial services, banking, or call centre environments**, and are ready to make a difference in students’ lives, we want to hear from you.

**Responsibilities**
- Perform outbound call initiatives to promote student progression
- Provide expert advice, guidance and support on appropriate study pathways
- Actively manage student retention and identify upsell/cross sell opportunities for referral to B2C sales team
- Contribute to a student centric culture
- Work towards KPIs on student retention by providing a consistently high standard of customer service and advice
- Uphold strong data integrity and accurate record management
- Contribute to a supportive, positive, safe workplace
- Approach your work with integrity and accountability in line with all Kaplan policies and procedures

**Requirements**:

- Minimum 2 years’ of customer service experience (essential)
- Strong interpersonal and communication skills and the ability to liaise with diverse stakeholders (essential)
- High level written and oral communication skills (essential)
- Ability to resolve difficult conversations and overcome objections
- Ability to maintain high volume workload in a fast paced environment
- Excellent attention to detail with accurate data entry skills
- Experience in an educational environment and/or outbound contact centre (desirable)
- Strong understanding of training requirements for the financial services industry and the compliance frameworks (desirable)
- Working knowledge of Salesforce and Learning Management Systems (desirable)

**Kaplan Professional**

Kaplan Professional is Australia’s major provider of financial planning, applied finance, real estate, mortgage broking, insurance & leadership online higher education, vocational education and corporate courses and programs. Our Sydney office, by Wynyard station, comprises around 150 people who work in a range of professional and academic roles. We also have staff in other locations around Australia, both in office environments and working remotely.
- #LI-DF1_

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