Student Success Coach

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**Job no**: HHBG3

**Category**: Customer Services

The Student Success Coach is responsible for actively supporting students towards the completion of their qualification. This role will involve engaging with students to reconnect them with their educational motivations and ensuring they are aware of available support options to stay ahead of assessment deadlines.

This role will also monitor student attendance and promptly contact students who are absent to understand the reasons and provide appropriate support and provide support for students who need to suspend their studies due to personal circumstances, assisting them through the deferral process and re-engage them when they are ready to resume their education journey.

Furthermore, this role will also facilitate the return of previous students who had previously withdrawn from their studies, helping them reconnect with their educational goals, and guiding them back into their qualifications.

This role includes duties including, but not limited to the following activities:

- Ensuring that students and employers are provided accurate advice and guidance to support each student's progress, primarily via a Call Centre environment;
- Ensuring accuracy of data within the relevant IT systems; VETtrak, VETenrol, Canvas,
- Liaising closely with key departments to ensure smooth execution of quality processes and ensuring that all regulatory and funding contract requirements are being met;
- Supporting student progress and completions through effective communications with all parties;
- Ensure all quality and compliance requirements are met.

**ACCOUNTABILITIES / KPI'S**

**STAKEHOLDER CONTACT**
- Communicating effectively with students in relation to their enrolment progression, support options, withdrawal or deferral options.
- Liaising closely with other key departments to ensure student progression through their enrolment.

**STUDENT SUPPORT**
- ** Active Students Support**: The Student Success Coach is responsible for actively supporting current active students in various ways:

- ** Attendance Monitoring**: Regularly monitoring student attendance and promptly contacting students who are absent to understand the reasons and provide appropriate support.
- ** Motivation and Progress**: Engaging with students to reconnect them with their educational motivations and ensuring they are aware of available support options, including booking them into extra support sessions outside of their regular classes.
- ** Assessment Management**: Ensuring students stay ahead of assessment deadlines, providing guidance, and addressing questions or concerns related to assessments.
- ** Students Who Finished Classes**: Assisting students who have completed their classes but have outstanding assessments:

- ** Suspended Students**: Providing support to students who need to suspend their studies due to personal circumstances. Assisting them in the suspension process and re-engaging them when they are ready to resume their educational journey.
- ** Re-engagement**: Facilitating the return of previous students who had previously withdrawn from their studies, helping them reconnect with their educational goals, and guiding them back into their qualifications.

**KNOWLEDGE/SKILLS/EXPERIENCE**
- Customer service team experience, including meeting and exceeding targets/KPIs;
- Able to effectively engage with a diverse range of internal and external stakeholders.
- Experience in high performing teams in the education sector; (Regarded, but not essential)
- Experience using VETtrak; (Highly regarded, but not essential)

**QUALIFICATIONS**
- Certificate IV in Training and Assessment (Highly regarded, but not essential).

**HOW TO APPLY**:

- _ Published on_ 26 May 2025, 12:55 AM