Student Support Manager

Job Summary:
Torrens University is Australia's fastest growing university, and we are building on that success by creating a student experience that leads the way in Australia's higher education industry.

Reporting to the Associate Director of Campus Operations, the purpose of the role is to lead and develop an elite team of student-facing campus-based staff responsible for resolving enquiries from new and existing students attending one of our campuses, ensuring that they are given a best-in-class experience that is consistent across all locations.

The Student Support Manager will lead, mentor, coach and develop a national network of high performing campus-based Student Support teams to deliver outstanding face to face customer service and student support services on our campuses.

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?

Torrens University is Australia's fastest growing university, and we are building on that success by creating a student experience that leads the way in Australia's higher education industry. Reporting to the Associate Director of Campus Operations, the purpose of the role is to lead and develop an elite team of student-facing campus-based staff responsible for resolving enquiries from new and existing students attending our campuses, ensuring that they are given a best-in-class experience that is consistent across all locations.

The Student Support Manager will lead, mentor, coach and develop a national network of high performing campus-based Student Support teams to deliver outstanding face to face customer service and student support services on our campuses. To be successful in this role, you need to be energetic, proactive and solution minded. Our goal is making sure every student visiting our campuses can have the best experience and support.

Day-to-day accountabilities:
- Build a proactive and dynamic team providing exceptional face to face service to our students across all locations with an emphasis on reducing process friction.- Ensure that all student enquiries are resolved within appropriate service levels and in line with quality and service expectations.- Manage the standardisation of student service experience across all campuses in the network (Australia and New Zealand).- Ensure that all business targets relating to returning student retention, progression, study load and revenue are met.- Create a framework for service and quality reporting to deliver key insights and actions to the Executive Leadership Team and to provide insight to CX functional groups around continuous improvement in processes, systems and services.- Take a key role in ensuring we deliver a seamless student experience across all stages and touchpoints of the student journey.

To read more about the role please click here to

View job description

This is a permanent full-time role based in Adelaide, Sydney, Brisbane or Melbourne.

Who you are

To be successful in this position you will have:
- Minimum of 3 years' management experience in Customer Experience minded roles- Proven ability to work in a target and KPI-driven environment.- Eye for improvement We are all in for delivering new ways of services across our campuses.- Process bur also hands on driven.- Thorough understanding of the key drivers of an excellent UX and CX.- Proven ability to implement a program of continuous improvement.

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,
_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.

What we offer:
We support your personal passi