Academic Success & Program Support Officer

Western Sydney University; Parramatta; On-site; AUD 87,000 - 98,000; Full time

Benefits offered by this job

Financial benefits

Health and wellbeing support

Onsite childcare

Job summary

Western Sydney University is seeking an Academic Success and Program Support Officer to join the Student Administration and Registrar’s Office at Parramatta South and Kingswood campuses. You will provide frontline academic advice, develop study plans, and support enrolment and progression.

You will work with faculties to align processes, manage student records, and coordinate adjustments to support equitable participation across the student lifecycle.

Qualifications

• Experience in a student-facing tertiary education role and/or a relevant bachelor’s degree.
• Knowledge of academic policies, program structures and student lifecycle processes.
• Strong communication, customer service and case management skills.
• Effective organisational and time management skills in deadline-driven environments.
• Experience using contact centre, administrative or student management systems.

Responsibilities

• Provide frontline academic advice on enrolment, unit selection and progression.
• Develop accurate study plans to support timely course completion.
• Process student lifecycle matters in line with policy and service standards.
• Maintain reliable student records and manage workflows.
• Collaborate with Faculties to align operational processes and support orientation.

Skills

Bachelor's degree in a relevant field

Student-facing service

Policy knowledge

Communication

Organisational skills

Education

Bachelor's degree in a relevant field

Tools

ServiceNow

Job description

Academic Success & Program Support Officer

• Based at Western’s Parramatta South and Kingswood (Penrith) campus
• Salary: HEW Level 5 $87,065 – $98,462 per annum, plus 17% Super and Leave Loading

Provide academic and administrative support that helps students navigate their studies, progress and connect with University services.

The Opportunity
We are seeking an Academic Success and Program Support Officer to work within the Student Administration and Registrar’s Office, providing accessible, accurate and consistent support throughout the student lifecycle.

The Academic Success and Program Support Officer plays a crucial role in supporting students throughout their academic journey at Western. You will help students navigate key touchpoints such as enrolment, study planning, special consideration and program variations. Sitting within the Academic Success and Program Support team, this role contributes directly to student retention, progression and achievement.

As the primary point of contact for program-related enquiries, you will deliver frontline academic advice, develop routine and tailored study plans, resolve administrative enquiries and ensure students feel supported and informed. You will work closely with Faculties to align operational processes, contribute to Orientation and transition activities, and triage enquiries using SMS, ServiceNow and contact centre platforms. For students with Academic Reasonable Adjustment Plans, you may also assist with mid-session examination coordination and logistical arrangements to support equitable participation.

Through proactive engagement and strong relationship management, you will connect students with broader University services, maintain accurate records and workflows, and uphold policy and service standards. You will collaborate across academic and professional teams to support an inclusive and positive student experience.

What Success Looks Like:
Success in this role will be demonstrated through accurate, responsive student support that enables progression, retention and a consistent service experience. This includes:

• Providing clear and timely advice on enrolment, unit selection and progression.
• Developing accurate study plans that support timely course completion.
• Processing student lifecycle matters in line with policy and service standards.
• Maintaining reliable student records and effectively managing workflows.
• Building productive relationships across Faculty, Student Success and professional teams.

Please refer to the Position Description for full details.

About You
The successful candidate will bring student-focused service experience, sound judgement and the ability to manage detailed work in a high-volume environment. You will bring:

• Experience in a student-facing tertiary education role and/or a relevant bachelor’s degree.
• Knowledge of academic policies, program structures and student lifecycle processes.
• Strong communication, customer service and case management skills.
• Effective organisational and time management skills in deadline-driven environments.
• Experience using contact centre, administrative or student management systems.

Benefits
We invest in the people who make our mission possible. Alongside a rewarding career, we offer a range of benefits designed to support your financial, personal and family wellbeing.

• Financial benefits: Access to staff-only products and offers with selected banking partners, salary sacrifice options for onsite parking, and novated motor vehicle leasing.
• Health and wellbeing support: Free Employee Assistance Program (EAP), complimentary annual flu vaccination, eligibility for Fitness Passport membership, and access to discounted private health cover.
• Onsite childcare: Long day care and early learning services operate at our Campbelltown, Hawkesbury, Parramatta, and Penrith campuses. Staff may be eligible for discounted fees and salary packaging, with places subject to centre capacity.
• Closing Date: 11:59pm, Sunday 22nd November 2026.
• Working Rights: You must provide evidence of your working rights in Australia at time of application.

Belonging at Western
We are committed to substantive equality as outlined in our Equal Opportunity Policy. We actively encourage applications from Indigenous Australians, candidates of all gender identities and expressions, people of all abilities, and those from culturally and linguistically diverse backgrounds.

For reasonable adjustments during the application process, please contact ***************@westernsydney.edu.au.

About Western
This is your opportunity to be part of something bigger. By joining Western Sydney University, you become a valued member of our community. As our region changes, so too does our university. Western is boldly different, energetic, global, diverse, dynamic, and youthful.

Our mission is to deliver student success, impactful research, and stronger communities. As part of our team, you will have a stake in shaping the future of education, broadening horizons, and changing lives. Making a difference starts at Western.

For the latest please visit our website and LinkedIn.