Admissions, Student Experience & Operations Manager

seek.com.au; City of Brisbane; On-site; AUD 90,000 - 120,000; Full time

Job summary

AUSINET is recruiting an Admissions, Student Experience & Operations Manager in Brisbane. You will own the student journey from enquiry to enrolment and training, supervise a digital marketing function, and drive system improvements to support growth and service excellence.

The role combines admissions leadership with operations management, requiring proactive problem solving, strong stakeholder communication, and a focus on delivering high-quality student experiences.

Qualifications

• Experience in admissions, student services, education sales, customer success, operations or RTO administration.
• Ability to own and improve student lifecycle processes from enquiry to enrolment and training.
• Strong communication with students, trainers and staff and a proactive problem-solver.

Responsibilities

• Oversee enquiries and enrolments and manage the admissions process.
• Supervise the digital marketing function and ensure compliance with procedures.
• Build relationships with students and coordinate with trainers and administration.
• Identify and resolve problems early and implement process improvements.
• Lead and develop the team to achieve enrolment targets and quality outcomes.

Skills

CRM management

Enrolment sales

Team leadership

Digital marketing supervision

Process improvement

Student relations

Communication

Problem solving

Tools

CRM software

LMS platforms

Microsoft 365

Zoho

Job description

Admissions, Student Experience & Operations Manager

Admissions, Student Experience & Operations Manager

AUSINET is a growing electrical Registered Training Organisation delivering training to apprentices, electricians and contractors from Queensland and interstate.

We are looking for a capable, energetic and commercially minded person to take ownership of a key part of our business.

This is not a quiet administration role.

You will be responsible for the student journey from the first enquiry through enrolment and training, while also supervising our digital marketing function and helping management improve systems, service and growth.

We are looking for someone who wants responsibility, recognition and progression.

The type of person we want

You may currently be in admissions, student services, education sales, customer success, operations or RTO administration and feel you are capable of more than your current position allows.

You are probably someone who:

likes a fast-paced environment;

enjoys having several things happening at once;

takes ownership rather than waiting for someone else to solve a problem;

follows issues through to completion;

notices problems before management has to point them out;

is comfortable making decisions within their authority;

communicates confidently with students, trainers and staff;

genuinely enjoys speaking with people;

takes pride in doing a job properly;

wants your performance to be noticed;

wants greater responsibility as you prove yourself;

wants your next pay rise and promotion to be based on results rather than simply time served.

We particularly value people who think:

“This is my responsibility — I'll make sure it gets sorted.”

rather than:

“I've sent the email, so my part is finished.”

We are not looking for someone who needs to be constantly reminded, chased or supervised.

What you will be responsible for

Enquiries and sales

You will become one of the main people prospective students speak to when they contact AUSINET.

You will:

speak confidently with prospective students by telephone;

understand what they are trying to achieve;

explain the appropriate training pathway;

explain dates, fees, prerequisites and delivery arrangements accurately;

follow up genuine enquiries;

maintain CRM records;

identify why potential students are not proceeding;

work with management on improving the sales/enrolment process.

This is consultative rather than aggressive sales.

We want students to enrol in the right course, not simply be pressured into enrolling.

You will oversee the enrolment process and make sure students do not fall through the cracks.

This includes:

LLN and entry requirements;

outstanding paperwork;

payment and administrative follow-up;

course commencement information;

communicating with trainers and administration;

ensuring the student is ready before training commences.

If an enrolment is sitting incomplete for three days, we want you to notice before management does.

Student experience and relationships

We want someone who gets to know our students.

You will:

welcome students;

build rapport with them;

regularly speak with students during their training;

identify concerns early;

help resolve routine problems;

coordinate issues with trainers and administration;

deal professionally with dissatisfied students;

prevent small problems becoming large complaints where possible.

Students should know who you are and feel comfortable approaching you.

At the same time, you must be able to have firm conversations when rules or requirements need to be enforced.

Digital marketing supervision

AUSINET has a dedicated social-media/digital-marketing function.

You will supervise that position.

You do not need to personally produce every Reel, edit every video or design every graphic.

Your role is to make sure the function is being managed properly.

This includes:

setting priorities;

reviewing workflow;

ensuring content follows AUSINET's marketing and publication procedures;

ensuring consent checks are completed;

ensuring copyright and music licensing are checked;

coordinating technical review of electrical content;

overseeing website and blog publication workflow;

checking that advertising claims, pricing and course information are accurate;

ensuring issues are followed through rather than left unresolved;

monitoring marketing performance;

helping determine which campaigns actually generate enquiries and enrolments.

You will become the management layer between the digital-marketing employee and the business owner.

Problem solving and ownership

A significant part of this position is dealing with things that do not always fit neatly into a job description.

A student may complain.

A trainer may need assistance.

An enrolment problem may appear.

A marketing post may need to be corrected.

A procedure may not be working.

A prospective student may need a call back urgently.

We want someone whose first reaction is:

“How do we solve this?”

not:

“Whose job is this?”

This does not mean AUSINET expects employees to work unlimited unpaid hours.

Normal working hours and lawful employment conditions apply.

However, this is a management position and we do expect reasonable flexibility and ownership when genuinely important matters arise, rather than abandoning an urgent matter simply because the clock has just reached finishing time.

Likewise, AUSINET respects employees' personal time and does not expect routine work to become permanent after-hours work.

This position is intended for someone who wants to grow.

We do not believe everyone should receive exactly the same opportunities regardless of performance.

If you consistently:

solve problems;

improve systems;

increase enrolments;

develop staff;

build strong student relationships;

reduce complaints;

take responsibility;

make management's job easier;

and demonstrate that you can handle more,

we want to give you more.

That can mean:

Salary and responsibilities will be formally reviewed based on performance.

For the right person, this position could develop into a broader senior operations or business-management role within AUSINET.

What success looks like

After approximately six months, we would expect the successful person to be able to say:

I know what enquiries are currently outstanding.

I know which enrolments are incomplete and why.

I know which students have issues.

I know what the marketing team is working on.

I know which marketing activities are generating enquiries.

Staff come to me before escalating routine operational matters to the owner.

Problems are being resolved rather than simply forwarded.

Management can spend less time dealing with day-to-day operational issues.

Key performance indicators

Performance would be measured using practical outcomes rather than vague impressions.

Indicative KPIs may include:

Enquiries and enrolments

response time to new enquiries;

follow-up completion;

CRM accuracy.

complaints and resolution time;

student feedback;

repeat/referral enquiries;

early identification of student issues.

Team management

completion of delegated work;

quality of digital-marking workflow;

reduction in avoidable errors;

staff accountability.

Operations

issues resolved without owner intervention;

systems improved;

outstanding tasks reduced;

accuracy and timeliness of reporting.

We are interested in results, not simply whether someone appeared busy.

Skills and experience

Experience in one or more of the following would be highly regarded:

RTO administration;

vocational education;

admissions;

student services;

account management;

operations management;

team leadership.

Experience with systems such as CRM software, LMS platforms, Microsoft 365, Zoho or similar systems would be useful.

Previous RTO experience would be valuable but is not essential if you are commercially minded, organised and learn quickly.

Electrical knowledge is not required.

Personal attributes

You should be:

highly organised;

confident;

personable;

resilient;

comfortable with responsibility;

commercially aware;

calm when problems arise;

capable of difficult conversations;

willing to make decisions;

good at following through;

naturally curious;

comfortable learning new systems;

motivated by achievement.

Most importantly, you should have a strong work ethic and sense of personal responsibility.

This is not a position where you need to wait several years for someone to notice your contribution.