Student Support Team Leader

Who we are?
At Torrens University Australia, making a difference is in our DNA. As a Certified B Corporation, we belong to a global community of future-focused companies using business as a force for good. We believe in the transformative power of education to change lives, families, communities - and the world. That’s why we’re on a mission to increase access to higher education, so learners from all walks of life can chase their dreams.

Just like our students, our employees are a diverse group who want to make an impact. When you join us, we give you the freedom to be bold, creative and courageous - with flexible working arrangements that allow you to bring your best. We’ve built a culture that celebrates community, collaboration and innovation, where people love what they do_._

What’s the job?
- Are you an experienced leader with a passion for providing exceptional service? We’re looking for a Student Support Team Leader to manage a team of Student Support Advisors and deliver a best-in-class experience to our students, both in-person and online.

In this role, you'll supervise and develop a high-performing team, ensuring student enquiries are responded to promptly and accurately, all while meeting key performance targets. You’ll also contribute to continuous improvement initiatives and collaborate with key stakeholders to enhance services across our campuses.

You’ll thrive in this role if you’re an effective communicator, have a strong administrative background, and enjoy working in a fast-paced environment. Experience in higher education or a similar customer-facing role will be highly regarded.

Day-to-day accountabilities:
As the Student Support Team Leader, you'll oversee daily operations, ensuring high-quality service and support for our students. Your role will focus on leading the team, resolving student queries, and continuously improving our processes.
- Key Responsibilities:
- Lead and Supervise: Manage a team of Student Support Advisors, ensuring adherence to service levels and quality standards.-
- Drive Service Excellence: Ensure student enquiries are responded to quickly and accurately, meeting KPIs for customer satisfaction.-
- Problem Resolution: Tackle complex student issues and provide expert guidance to your team to resolve queries.-
- Continuous Improvement: Identify opportunities for process improvements and support the implementation of new initiatives.-
- Collaborate and Support: Work closely with campus operations and support large-scale administrative tasks to maintain compliance and accuracy.Who you are
- You’re a proactive, results-focused leader with a passion for student success. You excel in fast-paced environments, with a proven ability to guide and develop high-performing teams, solve problems, and deliver exceptional service. You will also come with the below qualifications, skills and experience:
- 5+ years of experience in administrative support roles preferably in a higher education environment-
- Prior leadership/management experience-
- Working knowledge of the Higher Education Support Act, ESOS Act (2000), National Code 2018 and the Provider Registration and International Student Management System (PRISMS) and/or tertiary education student records systems is preferred.-
- Bachelor degree in a related field (Business/Commerce) is preferred.-
- Proficiency in Excel-
- Excellent self-directed time management skills and ability to meet strict deadlines.-
- Skills in student or customer services and engagement in education or related sector.-
- Ability to work autonomously and unsupervised-
- Ability to identify when to elevate issues or call on support-
- Honest / High level of IntegrityThis is a full-time, permanent position based at our Surry Hills and Ultimo campuses in Sydney.

Why join us?
Bold, modern and agile, we’re Australia’s fastest-growing university, going from 164 students in 2014 to 40,000+ alumni across 115+ countries and 2000+ staff today. In 2020, _Australian Financial Review_ named us one of the country’s most innovative companies. As we continue to establish ourselves as a truly global university, we never lose sight of our student-centric approach. Supported by teams of passionate people, you’ll find endless opportunities for professional development and career progression.
- We are proud to be an equal opportunity employer and committed to creating an inclusive workplace. We do not discriminate on the basis of race, colour, religion, age, ethnicity, gender identity, sexual orientation, disability, or any other protected characteristic.

What we offer:
We support your personal passions, development and wellbeing, to make your working life a more rewarding experience. At Torrens University Australia, you’ll benefit from:
- Study free in a course/degree related to your position-
- B Corp certified university - values driven, and purpose led-
- Access to internal opportunities - Be supported to learn, grow and move acros