StudentHQ Officer

About the Role

This position reports to the StudentHQ Team Leader and is responsible for providing a high level of customer service to both internal and external customers of the University. The StudentHQ team is the single service point for all students and the general-public and handles a wide range of student and general enquiries.

The StudentHQ Officer (Retention) will provide accurate advice, service and issue resolution on a range complex enquiries, to facilitate timely information, communication and liaison between student cohorts, key functional areas and staff. This position also provides support and guidance to StudentHQ Administrators, when required, and will act as an escalation point for complex enquiries and issues. This position is expected to contribute to ensuring that a high quality and consistent service is provided across all Swinburne campuses.

Duties of the position include the provision of detailed information and assistance to the entire Swinburne student population, Swinburne staff and the general public via face-to-face, phone (with a particular focus on outbound campaigns), email and live chat. The range of outbound campaigns and advice will relate to both current and new students and focus on outreach during key student lifecycle activities (e.g. enrolment assistance, results, etc.) as well as targeted onboarding of new students.

The position will also provide support to the StudentHQ, Team Leader in the management of complex online enquiries, outbound campaigns and retention activities that are within the influence of StudentHQ. The incumbent will be required to work flexibly across all StudentHQ team activities including working on other campuses to ensure a student centric approach to providing customer service.

About You

To be suitable for this role you will need to have experience in the below key accountabilities: 

• Demonstrated commitment to providing outstanding customer service

• Demonstrated, relevant experience in the provision of high quality administrative and support services within a demanding, customer focused environment.   

• General knowledge and experience of tertiary sector operating procedures.

• Ability to coach and mentor other team members

• Demonstrated ability to work independently and collaboratively as part of a team.   

• Demonstrated capacity to conceptualise, develop, review and maintain significant policies and procedures.

• Demonstrated high level interpersonal skills, including the abilityto liaise effectively with a wide range of internal and external people, and maintain confidentiality.      

• Demonstrated ability to work under pressure, prioritise tasks, maintain attention to detail, display sound judgement, and to use initiative

• Experience in relating effectively to people from a range of social, cultural and ethnic backgrounds

• Sound knowledge of a range of computer software applications and experience in the maintenance of electronic data and manual records systems. 

Qualifications

Completion of an associated diploma level qualification with relevant work-related experience or a certificate level qualification with post-certificate relevant work experience; or an equivalent combination of relevant experience and/or education/training.

About Swinburne University of Technology

Swinburne's strategy draws upon our understanding of future challenges. We choose to build Swinburne as the prototype of a new and different university – one that is truly of Technology, of Innovation and of Entrepreneurship. We are committed to a differentiated university proposition in education and research. 

To Apply

Please submit your CV and cover letter addressing your suitability for this position. To review the Position Description and to apply, please scroll down to the bottom of the page.

If you are viewing this advert from an external site, please click 'apply' and you will be redirected to Swinburne's Jobs website to access the Position Description at the bottom of the page.

Please Note: Appointment to this position is subject to passing a Working with Children Check.

If you are experiencing technical difficulties with your application, please contact the Swinburne Talent Acquisition Team on

Applications Close: Sunday 16 November.

Diversity, Equity and Inclusion

Swinburne has become a world-class university, driving social and economic impacts through science, technology, and innovation. As a dual-sector university, our vision is for people and technology working together to build a better world.

Central to our vision is our commitment to diversity, equity, and inclusion. We pride ourselves on being an equal opportunity employer focused on attracting, retaining, and developing great talent. We work to remove barriers related to gender identity, culture, ethnicity, sexual orientation, disability, and age.

We strongly encourage applicants from diverse Aboriginal and Torres Strait Islander communities. Our Moondani Toombadool Centre leads our Indigenous education and culture at Swinburne, guided by community wisdom and leadership.

We support applicants with disabilities. Adjustments can be requested at any time during the recruitment process. For Reasonable Adjustment requests, including accessible formats for the PD, application form or any other document, please contact  or call

Please note the above number and DCR email address are for disability or reasonable adjustments queries only. General enquiries about the role can be sent to (general enquiries will not be answered by phone).

As a Circle Back Initiative Employer, we commit to responding to every applicant.