Student HQ Officer

Swinburne University; Melbourne; Hybrid; AUD 80,000 - 100,000; Full time

Benefits offered by this job

Hybrid work options

Staff discounts

17% superannuation

Job summary

Swinburne University of Technology is hiring a Student HQ Officer (Retention) based at the Hawthorn campus. The role is full-time and fixed-term until April 2027, reporting to the Student HQ Team Leader, and focuses on delivering exceptional customer service and retention initiatives across the student lifecycle.

The role supports enrolment, onboarding, results and retention with face-to-face, phone, email and live chat channels, and collaborates with the central student service team to provide

Qualifications

• Experience delivering high-quality administrative and support services
• Proven customer service orientation in a demanding environment
• Understanding of tertiary sector operating procedures

Responsibilities

• Deliver high-quality customer service to students, staff and the public via face-to-face, phone, email and live chat
• Coordinate outbound campaigns and student engagement to support enrolment, onboarding, results and retention
• Assist Team Leader with complex online enquiries and retention initiatives, supporting Administrators as required
• Work flexibly across Student HQ functions and campuses for a consistent student-centred service

Skills

Customer service

Administrative support

Mentoring

Education

Diploma level qualification

Job description

Student Services, Other (Education and Training)

Contract/Temp, Full time

Join the Student Administration team at Swinburne University

Full time, fixed-term position (ending April 2027) at our Hawthorn campus

HEW 5 salary + 17% superannuation

About the Role

Reporting to the Student HQ Team Leader, the Student HQ Officer (Retention) delivers high-quality customer service to students, staff and the general public through face-to-face, phone, email and live chat channels. As part of Swinburne’s central student service team, the role provides accurate advice and resolves complex enquiries, acting as an escalation point and supporting Student HQ Administrators as required.

The role coordinates outbound campaigns and targeted student engagement activities to support enrolment, onboarding, results and retention across the student lifecycle. It also assists the Team Leader with complex online enquiries and retention initiatives, working flexibly across Student HQ functions and campuses to ensure a consistent, student-centred service

About You

To be suitable for this role you will need to have experience in the below key accountabilities:

Demonstrated commitment to providing outstanding customer service

Demonstrated, relevant experience in the provision of 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

Qualifications

Completion of an associated diploma level qualification with relevant work-related experience or a certificate level qualification with post-certificate relevant work experience; or an equivalent combination of relevant experience and/or education/training

Further information about this role can be found in the attached position description.

About Swinburne University of Technology

Swinburne’s strategy draws upon our understanding of future challenges. We choose to build Swinburne as the prototype of a new and different university to one that is truly of Technology, of Innovation and of Entrepreneurship. We are committed to a differentiated university proposition in education and research.

Our Ad Astra strategy is the cornerstone of Swinburne’s bold ambition to lead globally in technology-driven education and research. This strategy positions us to create transformative solutions, empower learners, and partner with industry to thrive in an ever-changing world.

What We Offer You!

Work your way with flexible working arrangements, including hybrid options and generous parental leave to support a balanced lifestyle.

Exclusive staff discounts, including discounted Medibank health insurance, 50% off Swinburne courses and other partner offers.

Swinburne offers 17% super and salary packaging options, including car leasing and extra super contributions.

Want to learn more? Head over to our benefits page!

Please Note: Appointment to this position is subject to passing a Working with Children Check.

Applications Close: Tuesday 20 October 2026, 11pm

Salary:Attractive package will be offered to right candidate