Hybrid Student Retention Officer

Swinburne University of Technology; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Flexible working arrangements

Hybrid options

Parental leave

Discounted health insurance

Swinburne course discounts

Salary packaging incl. car leasing

Job summary

Swinburne University of Technology in Melbourne's Hawthorn campus is hiring a StudentHQ Officer (Retention) to deliver high-quality customer service to students, staff and the public across face-to-face, phone, email and live chat channels. Reporting to the StudentHQ Team Leader, you will resolve complex enquiries and support StudentHQ Administrators.

This fixed-term, full-time role ends April 2027. You will coordinate outbound campaigns and student engagement activities to support enrolment,

Qualifications

• Demonstrated commitment to providing outstanding customer service.
• Experience in high-quality administrative and support services within a demanding, customer focused environment.
• General knowledge and experience of tertiary sector operating procedures.
• Ability to coach and mentor other team members.

Responsibilities

• Deliver high-quality customer service across face-to-face, phone, email and live chat channels.
• Coordinate outbound campaigns and student engagement activities to support enrolment, onboarding, results and retention across the student lifecycle.
• Assist the Team Leader with complex online enquiries and retention initiatives, working flexibly across StudentHQ functions and campuses to ensure a consistent, student-centred service.

Skills

Customer service

Administrative support

Tertiary sector knowledge

Coaching/mentoring

Education

Diploma level qualification

Certificate level qualification

Job description

Swinburne University of Technology in Melbourne's Hawthorn campus is hiring a StudentHQ Officer (Retention) to deliver high-quality customer service to students, staff and the public across face-to-face, phone, email and live chat channels. Reporting to the StudentHQ Team Leader, you will resolve complex enquiries and support StudentHQ Administrators.

This fixed-term, full-time role ends April 2027. You will coordinate outbound campaigns and student engagement activities to support enrolment,