Student Retention & Enrolment Support Officer

Swinburne University; Melbourne; On-site; AUD 78,000 - 98,000; Full time

Benefits offered by this job

17% super

Salary packaging

Car leasing

Staff discounts

Medibank discount

Course discounts

Job summary

Swinburne University of Technology is seeking a StudentHQ Officer (Retention) to join the Student Administration team at the Hawthorn campus. This full-time fixed-term role ends in April 2027, offering HEW 5 pay plus 17% superannuation.

The role focuses on high-quality customer service, escalation of complex enquiries, and supporting campaigns to improve enrolment, onboarding, results and retention across the student lifecycle.

Qualifications

• Commitment to outstanding customer service in a high-demand environment.
• Experience delivering administrative and support services in a customer-focused setting.
• Familiarity with tertiary sector procedures.
• Ability to coach and mentor colleagues.

Responsibilities

• Provide high-quality customer service to students, staff and the public across face-to-face, phone, email and live chat.
• Escalate complex enquiries and support StudentHQ Administrators as needed.
• Coordinate outbound campaigns and engage students to support enrolment, onboarding, results and retention.
• Assist across StudentHQ functions and campuses for a consistent student-centred service.

Skills

customer service

administrative support

mentoring

team collaboration

Education

Diploma or certificate with experience

Tools

CRM systems

Job description

Swinburne University of Technology is seeking a StudentHQ Officer (Retention) to join the Student Administration team at the Hawthorn campus. This full-time fixed-term role ends in April 2027, offering HEW 5 pay plus 17% superannuation.

The role focuses on high-quality customer service, escalation of complex enquiries, and supporting campaigns to improve enrolment, onboarding, results and retention across the student lifecycle.