Student Advisor Manager

Student Advisor Manager, ILSC & Greystone College Sydney

**Overview of role**

ILSC Education Group is one of Australia’s largest and fastest-growing language and vocational schools, known for the quality, rigour and variety of programs that are tailored to best meet international student needs and interests. ILSC Programs include General English, English for Academic Purposes, IELTS Preparation, Cambridge Preparation, and a variety of engaging Elective classes. Greystone College offers students a suite of business-focused vocational programs.

The Student Advisor Manager plays a crucial role across Sydney campuses in developing and leading a team of student service staff while working internally with local teams, and externally with agent partners and ILSC & Greystone College sales and marketing staff.

The main function of the role is to provide exceptional leadership and knowledge in all areas of student services.

The role is based at the Sydney campus. There is no working from home flexibility with the role.

Reporting to the National Student Advisor Manager, the Student Advisor Manager is engaged under the terms of The National Employment Standards (NES) and the Educational Services (Post-Secondary Education) Award 2020.

DUTIES & RESPONSIBILITIES:
The duties of this position include, but are not limited to:
Human Resource Management:
**Student Services staff recruitment**:Under the direction of the National Student Advisor Manager:

- Manage and develop the recruitment process, including conducting interviews and hiring of student advisors and student services/reception teams at Sydney campus
- Ensure proper induction and training
- Manage probation, performance improvement and annual reviews

**Ongoing training**:

- **Facilitate** national advisor training sessions to ensure consistency in policies and procedures
- Cross-train with other departments

**Staff management**:

- **Supervise** and support advisor and student service teams as well as managing their schedules, requests for leave and cover
- Manage requests for local marketing and sales support (i.e. agent fairs, school tours etc)

Student Services: Advising
- Coordinate and provide student advising services to Sydney students (ELICOS & VET)
- Ensure student advising and reception service is consistent, professional, timely, and pro-active
- Ensure service delivery procedures are in line with ILSC & Greystone College’s guidelines
- Coordinate with ELICOS and VET departments on intake preparation
- Manage walk-in students and ensure successful conversion
- Adhere to national registration's policies and procedures
- Ensure special duty of care is followed for under-age students on campus
- Manage non-academic issues and escalate exceptional cases as needed
- Coordinate with VET and ELICOS academic managers in managing ongoing student issues
- Deliver advising support for student management of financial matters such as refunds, instalment payments and financial difficulty
- Knowledge of in-house mental health services for students as well as student’s own health insurer services

Compliance:

- Strong background in regulatory framework (ESOS Regulations 2019, PRISMS, immigration visa requirements)
- Understanding of country and school risk level implications when counselling new and current students
- Understanding of Standards for RTOs and RPL (Recognition of Prior Learning)
- Understanding of Academic Probation and Intention to Report process and procedures for students (both academic and financial ITR)

Other:

- Organise and lead regular meetings with local teams and ensure that they are promptly updated on any company changes
- Support special national projects
- Maintain strong working relationships with local and offshore sales teams and agents
- Actively uphold ILSC’s mission, vision and core values
- Develop, foster and instil the ILSC philosophy with new staff
- Coordinate strategies and efforts with colleagues in the enforcement of the “English Only” policy
- Maintain of a safe, tidy and organized work area
- Lead and participate in CSR initiatives
- Attend general staff and team meetings and training sessions as assigned
- Support reception as needed

Selection Criteria:
**Level of Education Required**:

- Certificate and / or Diploma in business administration, marketing, customer service and other relevant business fields

**Experience & Skills Required**:

- Three to five years experience in the international education industry
- Two+ years in a supervisory role
- Effective and clear written and oral communication in English
- Proven skills in customer-service
- Able to respond appropriately and promptly to a variety of enquiries from current and prospective students, agents and sales teams
- Able to find information and problem solve
- Able to work collaboratively with other departments
- Able to be flexible and adaptable
- Able to problem solve
- Able to manage time and systems
- Able to plan, organize, set prior