Senior Student Administration Officer

mq; Sydney; On-site; AUD 92,000 - 112,000; Full time

Job summary

Macquarie University is seeking a skilled student administration professional to provide higher-level advisory and transactional services to international and domestic students. You will handle complex enquiries, apply policy knowledge, and collaborate with multiple teams to ensure accurate, timely, quality-assured service across the student lifecycle.

This role sits in Student Shared Services, offering opportunities to contribute to service improvements in a collaborative, high-performing

Qualifications

• Degree or equivalent experience in customer service, business, business systems or a related discipline.
• Knowledge of student customer service and/or administration processes and associated policies.
• Experience providing specialised transactional support to students.
• A clear customer service focus and the ability to work and communicate effectively with others.
• Experience contributing to continuous service improvement and transformation initiatives.
• Time management and organisational skills, with experience coordinating and delivering on competing deadlines.
• Experience managing, analysing and reporting on data and complex business processes.

Responsibilities

• Providing specialised advice, customer service and complex transactional support to international and domestic students.
• Applying and sharing specialist knowledge of student administration policies, procedures, standards and legislation.
• Undertaking complex transactional processing across a range of student administration systems, ensuring timely, accurate and quality-assured data.
• Reviewing, analysing, assessing and following up on complex or specialised student queries in line with established policies and the University’s terms and conditions.
• Executing and, where needed, escalating complex enquiries by liaising with multiple internal stakeholders to reach effective resolutions.
• Contributing to projects and initiatives that improve student services, processes and systems, including providing feedback on work practices.
• Completing regular quality assurance of work and developing and maintaining reporting on student administration services and transactions.
• Monitoring your own workload to prioritise tasks, meet targets and timelines, and help deliver quality individual and team outcomes.
• Building and maintaining relationships with internal and external stakeholders and complying with relevant EEO and WHS regulations.

Skills

Customer service

Student administration

Data reporting

Continuous improvement

Stakeholder communication

Education

Degree or equivalent experience in customer service, business, business systems or a related discipline

Job description

Deliver exceptional student experiences, apply your specialist knowledge, and help shape services that matter.

• Salary Package: From $102,136 (HEW 6) per annum, plus 17% superannuation and annual leave loading
• Appointment type: Full-time, fixed term appointment until December 2027
• Location: Macquarie University, Wallumattagal Campus, North Ryde

Every student journey is shaped by the quality of support they receive along the way. In this role within Student Shared Services, you will be at the heart of that experience, providing specialised and escalated administration and advisory services to international and domestic students across a range of teams.

This is an opportunity to bring your expertise in student administration to a collaborative, high-performing environment where accuracy, care and continuous improvement come together. You will handle complex enquiries, apply your knowledge of policies and legislation, and help ensure our students receive timely, reliable and quality-assured service at every touchpoint.

If you enjoy solving complex queries, working with a range of systems, and partnering with colleagues to improve how we do things, we would be glad to hear from you.

About the Role

Reporting within Student Shared Services, you will provide higher-level and escalated student administration, advisory and transactional services. Your day-to-day contributions will include:

• Providing specialised advice, customer service and complex transactional support to international and domestic students.
• Applying and sharing specialist knowledge of student administration policies, procedures, standards and legislation.
• Undertaking complex transactional processing across a range of student administration systems, ensuring timely , accurate and quality-assured data.
• Reviewing, analysing, assessing and following up on complex or specialised student queries in line with established policies and the University’s terms and conditions.
• Executing and, where needed, escalating complex enquiries by liaising with multiple internal stakeholders to reach effective resolutions.
• Contributing to projects and initiatives that improve student services, processes and systems, including providing feedback on work practices.
• Completing regular quality assurance of work and developing and maintaining reporting on student administration services and transactions.
• Monitoring your own workload to prioritise tasks, meet targets and timelines, and help deliver quality individual and team outcomes.
• Building and maintaining relationships with internal and external stakeholders and complying with relevant EEO and WHS regulations.

About Us

Macquarie is a university engaged with the real and often complex problems and opportunities that define our lives. Since our foundation in 1964, we have aspired to be a different type of university. Over the years, we have grown to become the centre of a vibrant local and global community. Connect with us today.

Student Shared Services plays a vital part in this mission, providing specialised administration and advisory services that support our students succeed throughout their journey with us from offer through to completion. With a strong focus on service excellence and the student experience, Student Shared Services works collaboratively across the University to deliver efficient, responsive and student-centered services.

The Student Enrolments team within Student Shared Services supports key enrolment-related processes and activities across the student lifecycle. Working closely with students and stakeholders across the University, the team helps ensure enrolment services are delivered accurately, efficiently, and in accordance with University policies and procedures.

About You

You are an experienced student administration or customer service professional who brings specialist knowledge, attention to detail and a genuine focus on service quality. You enjoy navigating complex queries, working across systems, and helping improve the way services are delivered. You bring an understanding of the higher education environment and work effectively alongside a range of colleagues and stakeholders.

Selection Criteria

• Degree or equivalent experience in customer service, business, business systems or a related discipline.
• Knowledge of student customer service and/or administration processes and associated policies.
• Experience providing specialised transactional support to students.
• A clear customer service focus and the ability to work and communicate effectively with others.
• Experience contributing to continuous service improvement and transformation initiatives.
• Time management and organisational skills, with experience coordinating and delivering on competing deadlines.
• Experience managing, analysing and reporting on data and complex business processes.

*** Appointment to this role will be subject to successful completion of a criminal history check.