Student Services Team Leader

BUSINESS OVERVIEW

The NextEd Group is one of the largest listed private education organizations in Australia. NextEd provides education and learning experiences to more than 25,000 students each year via 10 campuses in Australia and 16 recruitment offices around the world. The group delivers high quality courses across the English Language, Vocational and Higher Education sectors, to both domestic and international students. We share a vision to unleash potential through inspiring learning and experiences, ensuring graduates are equipped with the skills to fulfil their personal and career ambitions.

ROLE OVERVIEW

As the Student Services Team Leader you will ensure that the Student Services team provides support, assistance and care to our students post-arrival. You will work to implement policies and processes that ensure that the experience of our students exceeds their expectations. The Team Leader is responsible for leading and motivating the team, fostering a collaborative and high-performance culture, and ensuring alignment with organisational objectives.

KEY RESPONSIBILITIES & DUTIES

• Leading, motivating, and supporting the Student Services team by setting clear expectations, monitoring performance, and providing feedback.
• Developing and/or implementing and maintaining effective processes to ensure the students' needs in relation to their enrollment and the student experience cycle are met.
• Developing and implementing the workflows to ensure an excellent first week student experience, student orientation, and induction procedures.
• Developing and implementing processes and procedures to ensure that all student profiles are up to date to meet compliance obligations and government reporting, both in internal systems and government portals.
• Coordinating the implementation of internal projects related to student experience and ensuring optimum utilization of resources to increase student satisfaction.
• Maintaining a high level and up-to-date knowledge relating to compliance and internal policies relating to international student course delivery.
• Liaising with students to resolve issues that fall outside the set policies and procedures, and the student enrollment terms and conditions.
• Implementing the student internal complaint and appeals processes and maintaining relevant records to ensure beneficial resolution is achieved, there is no need for external intervention, and compliance requirements are met.
• Organise and update the Student Discount Program partnerships
• Ensuring that all Student Services Processes are documented and the relevant handbook is regularly updated.
• Maintaining knowledge of student enrolment processes in SMS, SMS functions and applications, government systems and platforms operations, and updates in order to retrieve information.
• Identifying and providing suggestions for improvements to the efficiency and effectiveness of Student Services Operations related to student interaction and administrative support.

EDUCATION AND/OR WORK EXPERIENCE REQUIREMENTS

• Experience in a client services role within the international education sector.
• Ability to lead, motivate and engage the team and provide them with ongoing training.
• Exceptional problem-solving skills.
• Strong organisational skills and the ability to excel in a busy, high-volume environment.
• Exceptional attention to detail and accuracy also in time-sensitive situations.

PERSONAL ATTRIBUTES

• Excellent interpersonal, verbal and written communication skills, and the ability to communicate with clarity and ease.
• Strong digital skills or the ability to develop these on the job - automations and analysis using the latest applications.
• Self-learner with internal drive to deliver quality outcomes.
• Looking to grow professionally.
• Curious and passionate about learning and self-development.
• Resilience and perseverance.