Student Services Officer Team Leader

3 days ago

Melbourne, Australia Acknowledge Education Full time

**Company Description**
Acknowledge Education is a leading training provider with campuses throughout Australia offering a variety of courses in a range of industries such as health, community services, social work, business, civil construction and hospitality. In our 139-year history in education, we remain true to our mission to stay a challenging, relevant and creative leader in the education industry

True to our name, we acknowledge and celebrate the unique aspirations and achievements of every student. From our roots as an English language school in Victoria, we've evolved into a national academic powerhouse, with campuses in Melbourne, Sydney, Perth, and Brisbane educating over 6,000 students every year.

The Student Services Officer Team Leader is responsible for the day-to-day delivery of student services, ensuring an excellent student experience across the lifecycle—from enrolment and orientation through to graduation. This front-facing role supports academic success and student satisfaction by coordinating support processes, maintaining accurate records, and collaborating closely with various teams to uphold compliance and service excellence.

**Key Responsibilities**
- Lead, mentor, and support a team of SSOs to deliver exceptional student services.
- Coordinate onboarding, training, and ongoing development for student services staff.
- Enhance student experiences through smooth orientation, enrolment, and graduation processes.
- Oversee daily operations, ensuring compliance with academic and administrative standards.
- Maintain accurate student records and use feedback to drive continuous improvement.

**Key Performance Indicators (KPIs)**
- Aim for student satisfaction scores of 85% or higher
- Respond to student enquiries within 1 working day
- Ensure accurate and timely student record management
- Support initiatives to reduce SSO workload
- Target 90%+ completion for re-enrolment and orientation
- Previous experience in people leadership and management
- Previous experience in administration or student services, ideally within the education _sector._
- Proficiency in student information systems (e.g. RTO Manager, CRM etc.) and Microsoft Office.
- Strong organisational skills and the ability to manage competing priorities under tight deadlines.
- Excellent interpersonal and verbal/written communication skills.
- A customer-first mindset, committed to delivering high-quality service and support.
- Attention to detail and an understanding of compliance, records management and data integrity.
- Ability to collaborate in a team environment and interact confidently with stakeholders at all levels.

**Desirable**:

- Familiarity with JIRA ticketing systems and academic administrative processes.
- Experience in orientation program delivery and graduation logistics.
- An understanding of the Australian education system and regulatory standards (e.g. TEQSA, ASQA).

**Additional Information**
- Opportunities to grow within the organization
- $1,500 professional development allowance
- Incredibly committed and supportive team of student-centric professionals
- Be part of a fast-growing organization working in an agile environment

**We are an equal opportunity employer. As part of our commitment to equity, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment.

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