Future Student Onboarding Officer

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 passionate about supporting students as they begin their educational journey? We're looking for a Future Student Onboarding Officer to play a key role in helping new students transition smoothly into their first trimester at TGES.

This position is responsible for ensuring that new students are effectively guided through the initial stages of their academic journey, with a focus on delivering high-quality support, clear communication, and timely access to essential resources. The role contributes directly to enhancing the student experience and promoting early engagement and retention.

The role is primarily campus-based, with additional student contact via phone, email, and other channels in line with our CX principles of Accessibility and Personalisation. First trimester retention is a key focus, and the position is target-driven and aligned with business revenue goals.

This is a permanent full time role preferrably located in Sydney. Applicants from Melbourne and Brisbane will also be encouraged to apply.

Click here to review the full Job Description

Accountabilities

• Serve as the primary point of contact for a designated cohort of students during their first trimester.
• Provide timely and effective resolution of enquiries related to system access, subject selection, student finance, and other first-trimester concerns.
• Contribute to the improvement of key student experience metrics, including Net Promoter Score (NPS), Student Effort Score (SES), and Student Satisfaction Score.
• Achieve targets related to first trimester student retention and associated revenue goals.
• Ensure all student queries are addressed within agreed service level timeframes.
• Support a culture of innovation, collaboration, and continuous improvement.
• Actively participate in team meetings, orientation programs, and information sessions as required.
• Promote and support organisational initiatives and strategic priorities.

We are looking for

• Minimum 2 years' experience in customer service, ideally within a contact centre or student services environment (preferably in higher education).
• Strong communication skills, with the ability to clearly convey information and actively listen to student needs.
• Proven problem-solving ability, with a proactive approach to resolving issues efficiently.
• Excellent multitasking and time management skills, with the ability to manage high volumes and competing priorities.
• Demonstrated commitment to delivering high-quality customer experiences and achieving satisfaction outcomes.
• Quick learner with the ability to retain and apply complex information effectively.
• Confident and engaging presenter, capable of facilitating both online and on-campus orientation and onboarding sessions.
• Experience working in a target- and KPI-driven environment.
• Ability to build strong cross-functional relationships to support successful student outcomes.
• Working knowledge of Salesforce and Microsoft Dynamics is highly regarded.
• Familiarity with the ESOS Act is advantageous, though not essential.

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, the 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. We encourage applications from Aboriginal and Torres Strait Islander peoples for all positions.

What we offer

At Torrens University Australia, you'll benefit from:

• Flexible working conditions – enjoy hybrid and campus-based work options.
• Professional growth – access to learning, development and career progression pathways.
• Collaborative culture – thrive in a supportive environment that values creativity and inclusion.
• Global impact – be part of a NASDAQ-listed organisation through our parent company, Strategic Education Inc.

Hiring process

We aim to provide you with the information you need at every stage of the process. If you have accessibility requirements, please contact for confidential support.

We are a 2025 Circle Back Initiative Employer and commit to respond to every applicant.

To learn more about what makes Torrens University Australia a great place to work, visit

We'd love to hear from you.

If you require a reasonable accommodation to complete our application process, please contact our Human Resources Department