Senior Student Services Advisor

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

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