Student Experience Manager

**About Australian Learning Group (ALG)**

ALG is a registered training organisation that has been offering high-quality vocational education and training in the fields of Health and Community Services for over 15 years.

We are currently seeking a **Student Experience Manager **to join our **Melbourne **team.

**About the role**

The Student Experience Manager leads and delivers student experience in the campus they are based. This frontline role leads of a small team to execute on exceptional student experience, ensuring satisfaction of ALG's service standards. This role is also the custodian of campus operations, ensuring the smooth and efficient operation of the campus and staff workspace.

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**About you**

You have proven management abilities, having operated in a team leader or higher capacity, with excellent verbal and written communication skills.

You are passionate about delivering outstanding customer experience and is comfortable with technology.

A naturally outgoing and energetic person has a positive can-do and helpful attitude. You are able to think quickly under pressure to guide and support team members.

**Key responsibilities**:

- Deliver exceptional customer experience across the full student lifecycle, from orientation to graduation in your campus
- Meet or exceed the ALG service standards
- Ensure the smooth and efficient operation of the campus to support the delivery of our courses, student and staff experience
- Maintain employee workspace, including workstations and pantry

**Student Experience & Engagement**
- Meet and exceed the ALG service standards as measured in the CRM
- Use and assist in the development of the CRM (Zendesk) templates to drive high quality responses while also developing the team to understand the role self-service plays in our support of students
- Report on service standards within the national student experience team
- Maintain expert knowledge of the policies and procedures of ALG and ensure student experience practices remain aligned to the policies
- Manage and investigate student complaint and appeal requests, including analysis to understand underlying causes and identification of continuous improvement opportunities
- Be the champion for the student's non-academic engagement by designing and delivering experiences throughout the student lifecycle. Common events include orientation events, registration days and graduation ceremonies
- Execute on key administrative processes (e.g. warning letters, ITR's)

**Campus Operations**
- Ensure the campus and classrooms are set-up ready for training and assessment each day
- Maintaining of, setup, and supervision of student clinic as required
- Manage campus suppliers (e.g. cleaners, campus consumables) to ensure the campus is always at the highest operational standards
- Coordination of contractors for repairs and maintenance

**Team Management**
- Lead and manage your campus team members to execute on our service standards
- Ensure the KPIs for each team member are being met e.g. service standard KPIs
- Be a role model by demonstrating exemplary customer service
- Work with the People and Culture Manager to identity and support employee development
- Conduct staff performance reviews for your team members
- Assist the People and Culture Manager on staff recruiting, onboarding and exit interview feedback as required

**Other key tasks**
- Gather and analyse data and provide reporting to the Head of ALG Student Experience (and senior management if required) to help drive continuous improvement
- Understand and ensure the relevant regulatory and internal policy standards are met on a continuing basis

**Qualifications and Experience**:

- 2-4 years of experience working in a in a Registered Training Organisation or customer service setting
- Experience providing student support aligned to the Standards for Registered Training Organisations (RTOs) 2015
- Experience providing student services to international students under the National Code of Practice for Providers of Education and Training to Overseas Students 2018 (preferred but not essential)
- Experience using and maintaining databases (eg. CRM's, Student Management Systems, PRISMS)
- Experience with customer relationship management / contact centre software (eg. Zendesk)

**What makes working with us exciting**:

- Paid birthday leave
- Work-life balance
- Training and development opportunities
- Job rotation and career progression
- A positive culture and fun team

**Diversity & Inclusion**

**Next steps**:

- We are only able to consider applicants with the right to live and work in Australia