Student Services Team Leader

Join Our Dynamic Team at Australian Pacific College in Sydney

APC Education Group was established in 1994 and consists of two main education institutes;  Australian Pacific College (RTO:90396), and English Unlimited, a multi-award winning English language provider.

Our mission is to promote equality of opportunity by providing access to affordable high quality diverse education experiences. We are seeking social entrepreneurs and educators to help students discover new meaning through education & unlock their potential. For more information, please visit us at and

Current and former students and staff of APC or English Unlimited, as well as agents, are highly encouraged to apply

What you will be doing as the Student Services Team Leader (SSTL):

1. The SSTL primarily performs tasks administrative in nature, operating under the direct supervision of the Academic Manager (National). You will lead a team of direct reports (Student Service Officers or SSOs, many who are remote) and assist in setting expectations for campus-based Student Care Officers (SCOs).
2. The key responsibility is achieving Service Level Agreements (SLAs) through creative and novel resolutions to staff and student queries. A core focus is the "One Touch Solution (OTS)" principle, aiming for 80% or more as First Contact Resolution (FCR).

3. Key Accountabilities include:

4. People Management & Rostering: You are accountable for staff satisfaction, selection, induction, monitoring, and rostering SSOs and SCOs. This includes conducting performance reviews of SSOs and SCOs. You must monitor the volume and complexity of work to ensure effective rostering around the OTS principle.

5. Academic Administration: Coordinating and overseeing administrative student-related tasks for VET and ELICOS programs. This involves managing the timetabling and study plan process, supervising timely and accurate data entry, and monitoring student numbers and capacity.
6. Student Progression & Compliance: Ongoing monitoring of course progress and aligning student success with student goals. You will oversee processes for identifying students who have not met course progress requirements, ensuring email notifications are sent, and that Acuity booking sheets are available for intervention and intention to report meetings. This also includes processing applications for Recognition of Prior Learning (RPL) and credit transfers.
7. Service Delivery: Overseeing the overall operation of Online Chat (Zendesk) and ensuring enquiries across all channels (LiveChat, Call/Phone, Email, Website/Social Media) are actioned and responded to in a timely manner within the defined SLAs. For example, the target First Response Time (FRT) for LiveChat is 1-2 minutes, and for Email is 12 hours.
8. Graduation Documents: Overseeing the production of graduation documents for VET and ELICOS, and supervising to ensure VET documents are issued within the ASQA requirement of 30 calendar days.
9. Operational Requirements: Reviewing queries, incorporating new learning approaches, and responding to external and internal queries within 24 hours (but no later than 48 hours)

What you'll Need to succeed:

• A minimum of 24 months relevant industry experience.
• A relevant qualification at least at the Diploma level, or completion of a senior secondary certificate of education (Year 12) or Certificate IV or higher.
• Experience Zendesk (LiveChat), Moodle and NetSuite.
• Strong communication and interpersonal skills, with excellent written and oral communication skills; equivalent to a native English speaker.
• Self-motivated, with an ability to thrive under pressure; takes ownership and looks for solutions.
• Sound organisational skills, including time management, attention to detail, and a willingness to learn and adapt in a dynamic environment.
• Possess strong digital literacy skills to navigate and embrace modern AI tools and platforms.
• Fluency in a second language such as Chinese, Japanese, Korean, Italian, Portuguese, Thai and/or Spanish highly regarded.

Why work with us?

• Work at a multiple award-winning institution with a friendly and positive work environment that has been operating for over 30 years.
• Opportunity for career progression within the company.
• Opportunity to relocate between Sydney, Melbourne, Brisbane and Gold Coast.
• Ongoing professional development and free upskill opportunities through short courses.
• Career growth and sponsorship opportunities (for non-residents).
• Entrepreneurial Growth. Develop your own network within the education industry and continue to grow professionally.
• Gain immediate industry recognition and access to extensive international networks.

APC staff perks:

1. Work at a multi award-winning school in a friendly and positive work environment in a stable business that has been operating for over 30 years.
2. Opportunity for business networking and opening access to our extensive global network including interstate and international travel.
3. Opportunity to contribute to multiple projects and pitch new ideas and be recognised for your entrepreneurial flair.
4. Ongoing professional development and free upskilling opportunities with college short courses (courses include introductory courses to Photoshop, InDesign, Entrepreneurship and Social Media Marketing).
5. Generous and exclusive scholarships for you, your family and network to courses and qualifications offered at English Unlimited and APC.

To be considered for this position, you must (applications will not be considered otherwise) submit both:

• A compelling and originial Cover Letter and,
• A minimum of two (2) Referees' contact details along with your CV.

Your cover letter should highlight your relevant experience, skills, and why you are the right person for this role.

Please note that only successful applicants will be notified within 21 days (but no later than 31 October 2025).