StudentHQ Officer (Retention)

Job Description

Join our dynamic StudentHQ team and be at the heart of student success Full-time, fixed-term position (until Dec 2025) at our Hawthorn campus HEW 5 salary + 17% super and staff benefits About the Role As a StudentHQ Officer (Retention), you’ll play a vital role in delivering exceptional customer service to students, staff, and the general public. You'll be part of a team that serves as the first point of contact for student enquiries, ensuring a smooth and supportive experience across all Swinburne campuses.In this role, you'll provide expert guidance and timely assistance on a variety of complex student matters, helping students navigate key milestones like enrolment, academic progress, and results. Your expertise will not only support students directly but also empower StudentHQ Administrators by offering advice and resolving escalated issues.A major focus of this position is proactive student engagement. You’ll lead targeted outbound campaigns and outreach efforts, ensuring students receive the right support at the right time—whether it’s welcoming new students, helping them settle in, or providing crucial information at key points in their journey. By fostering strong connections between students, university departments, and support services, you’ll directly contribute to student success and retention.We’re looking for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering a high-quality, student-centric service. This role requires flexibility to work across campuses, adaptability to different team needs, and a commitment to making a real impact in students' lives.If you’re ready to take on a rewarding role where every interaction makes a difference, we’d love to hear from you! About You To be suitable for this role you will need to have experience in the below key accountabilities: Demonstrated commitment to providing outstanding customer service. Demonstrated, relevant experience in the provision of high quality administrative and support services within a demanding, customer focused environment General knowledge and experience of tertiary sector operating procedures General knowledge and experience of provision of information resources in an academic environment Qualifications Completion of an associated diploma level qualification with relevant work-related experience or a certificate level qualification with post-certificate relevant work experience; or an equivalent combination of relevant experience and/or education/training. To Apply Please submit your CV and cover letter addressing your suitability for this position. To review the Position Description and to apply, please scroll down to the bottom of the page. If you are viewing this advert from an external site, please click ‘apply’ and you will be redirected to Swinburne’s Jobs website to access the Position Description at the bottom of the page. Please Note: Appointment to this position is subject to passing a Working with Children Check. Applications Close: Monday 24 February 2025, at 11.00pm Swinburne offers flexible working options contained in our leave and parenting/carer policies to support work-life balance. Diversity, Equity and Inclusion Swinburne has become a world-class university, driving social and economic impacts through science, technology, and innovation. As a dual-sector university, our vision is for people and technology working together to build a better world. Central to our vision is our commitment to diversity, equity, and inclusion. We pride ourselves on being an equal opportunity employer focused on attracting, retaining, and developing great talent. We work to remove barriers related to gender identity, culture, ethnicity, sexual orientation, disability, and age. We strongly encourage applicants from diverse Aboriginal and Torres Strait Islander communities. Our Moondani Toombadool Centre leads our Indigenous education and culture at Swinburne, guided by community wisdom and leadership. We support applicants with disabilities. Adjustments can be requested at any time during the recruitment process. For Reasonable Adjustment requests, including accessible formats for the PD, application form or any other document, please contact or call +61 3 9214 3550. Please note the above number and DCR email address are for disability or reasonable adjustments queries only. General enquiries about the role can be sent to (general enquiries will not be answered by phone). Victoria’s Commitment to Action: Improving international student employment outcomes. As a signatory to Victoria’s Commitment to Action, Swinburne seeks to remove barriers to international graduate employment. We welcome and encourage applications from international graduates. As a Circle Back Initiative Employer, we commit to responding to every applicant. Click here for Position Description Opens in new window #J-18808-Ljbffr