Student Welfare Officer

**EMPLOYER**:Times Education Group Australia is an education company that focuses on advanced educational concepts for training, consulting, educational resource development, project planning and promotion. It controls and operates one higher education institute, four Australian accredited vocational colleges and two ELICOS Institutes with premises across Sydney, Brisbane and Perth.

**JOB TITLE**: Student Welfare Officer / Receptionist

**SUPERVISOR/MANAGER**: Administration Manager

**MAIN DUTIES/RESPONSIBILITIES**:

- Assist students with general enquiries
- Aid internal teams to provide assistance to students
- Review and keep current, policies and procedures set out in the student handbook, staff handbook and policies and procedures manuals ensuring compliance
- Maintain knowledge of current issues and topics relating to skills needs, training requirements and student support services at regional, national and international levels.
- Monitor and assess policies and procedures to improve student and company outcomes
- Working for all colleges, focuses in 4 of it, Business Institute of Australia (BIA)/Warwick Institute of Australia (WIA)/Wells International College (WIC) and Charleston English (CE)

**Job Purpose**:
To be the frontline of customer service for students and visitors of Times Education Uphold the quality and standards of customer service required by TEM and undertaking integral administrative duties within the Student Administration and Welfare Team.

**Key Responsibilities**:
**Receptionist/General Administration**
- Provide exceptional face to face customer service to students and visitors of TEM
- Maintain the reception desk and assist students, visitors with their enquiries in a friendly, courteous and tactful manner.
- Perform start of day and end of day duties for TEM ensuring that reception and all common areas are maintained to a high standard.
- Answer correspondence and enquiries effectively and efficiently ensuring timely and accurate resolutions.
- Check, re-order and maintain stock of office stationery and supplies.
- Handle any other relevant tasks in the Administration Team and supporting campus staff as the need arises.
- Assist the Marketing Team in promotional/campaign activities.
- Maintain an awareness of the Critical Incident Process (CIP), contact personnel, locations, contact details and currency
- Maintain the notice board of current awareness documents such as the CIP
- Maintain system resources within the Administration Team.
- General housekeeping duties as required

**Student Welfare**
- Conduct and assist the students through the Orientation Process at TEM.
- Respond to questions from students in relation to all courses
- Provide assistance to students involving their individual student files as required
- Provide counselling services to individual students as needed
- Assist students as required during the complaints and appeals processes
- Maintain currency with changes to state and federal legislation impacting college operations, student learning and student support services
- Refer students to various support services available externally
- Assist students (where practicable) to acclimatise themselves to life in Australia
- Refer students to TEM staff who speak different languages and can assist in unofficial translations
- Assist students with information regarding course progress (academic), attendance requirements and accommodation issues
- Ensure that students are aware of the welfare-related student support services’ contact details located in their student handbook and on the Notice Board.
- Update this information as required
- Advise students on appropriate contacts to access information regarding legal services, emergency and health services
- Advise and assist students on the complaints and appeals process
- Provide direct students to facilities and advise how access to resources at TEM

**Experience & skills required**:

- Excellent communication skills
- Ability to manage and multiple tasks at once to completion
- Strong organisational and time management skills
- The ability to work both autonomously and as part of a team.

**Benefits**:
Employees of Times Education Group Australia enjoy a number of staff benefits including discounts on health insurance and with other corporate partners. We are an equal opportunity employer with a culturally diverse workforce which celebrates diversity and an inclusive environment for all employees.

**Additional Benefits**:

- Employee discount
- Employee mentoring program
- Professional development assistance

**Job Type**: Permanent FULL-TIME Position.

**Salary**:  Negotiable

**Schedule**:

- 8-hour shift

**Work Authorisation**:

- Entitlement to work in Australia

**Job Types**: Full-time, Permanent

**Benefits**:

- Employee discount
- Employee mentoring program
- Maternity leave
- Parental leave
- Professional development assistance

Schedule:

- 8 hour shift
- Fixed shift
- Monday to Friday
- No w