Student Services Coordinator

Engineering Institute of Technology; Western Australia; On-site; AUD 70,000 - 95,000; Full time

Job summary

Engineering Institute of Technology is seeking a Student Services Coordinator to lead the delivery of student support for online and on-campus learners. This role oversees Student Services Officers across campuses and ensures consistent high-quality service, wellbeing support, and strong student experience.

You will manage ESOS compliance, PRISMS/CoEs, orientations, onboarding, and reporting to the Board of Studies.

Qualifications

• Minimum 3 years' experience in student support or higher education services.
• Proven leadership or supervisory experience.
• Strong understanding of international student support and ESOS compliance.
• Proficiency in Microsoft Office, LMS, and online communication tools.
• Excellent interpersonal and communication skills.

Responsibilities

• Provide daily supervision, support, and mentorship to the Student Services Officers.
• Coordinate online and on-campus student orientations.
• Support onboarding and enrolment processes for new on-campus students.
• Ensure access to tutoring, counselling, technical and academic support.
• Educate international students on ESOS requirements and student visa obligations.
• Monitor student wellbeing and escalate concerns as needed.
• Oversee PRISMS and CoE management and related data accuracy.
• Maintain accurate student records in SMS and LMS and assist at campus reception.
• Collaborate with campus services to ensure consistent service delivery.

Skills

Leadership

Team supervision

Interpersonal communication

Organisational skills

Time management

Stakeholder engagement

Tools

Microsoft Office

Learning Management System

Online communication tools

Job description

Job Category: Higher Education - Administration

The Student Services Coordinator plays a central role in coordinating and delivering student support services for both online and on-campus learners. This role provides direct student services while also supervising Student Services Officers located on other campuses.

This position is suited to a passionate, proactive and driven leader who is committed to student success, wellbeing and delivering excellent student experience. The ideal candidate is confident in leading a team, building positive relationships with students, and engaging in challenging conversations when needed. They must be approachable, supportive and willing to address difficult situations with students in a fair, respectful and constructive manner. The role provides leadership and guidance to the team, ensures consistent, high-quality service delivery across campuses, foster team development and drives continuous improvement in student engagement and support services.

Key Responsibilities

Leadership and Oversight

Encourage continuous professional development (PD) and upskilling for self and team; maintain a development plan and identify opportunities for training.

Provide daily supervision, support, and mentorship to the Student Services Officers.

Coordinate workloads and monitor service delivery across campuses to ensure consistency and coverage.

Facilitate regular team meetings and individual check-ins to align efforts and support staff development.

Identify service gaps and implement improvements in collaboration with the Student Support Manager.

Support onboarding and training of new Student Services Officers across campuses.

Act as the first escalation point for complex student matters handled by the wider Student Services team.

Track team performance and contribute data to planning and reporting activities.

Collaborate with the Student Support Manager to prepare reports for the Board of Studies.

Student Support

Coordinate online and on-campus student orientations for each study period.

Support new on-campus student arrivals and enrolment processes in collaboration with the Administration team.

Ensure students have access to support services, including tutoring, counselling, technical and academic support.

Provide pastoral support to on-campus students, addressing wellbeing and cultural adjustment needs.

Educate international students on ESOS requirements and student visa obligations.

Coordinate meetings with at-risk students alongside the Student Success & Integrity Officer, escalating complex issues where required.

Monitor student wellbeing and elevate concerns where appropriate.

Oversee and support student applications for financial hardship assistance in collaboration with the Student Services team, with approvals managed by the Student Support Manager.

Coordinate student documentation and requests in collaboration with the Student Services team.

Oversee the delivery of Student Success Workshops for online and on-campus students.

Manage and maintain the Student Support Hub Moodle pages.

Monitor student engagement metrics and report trends across online and on-campus cohorts.

PRISMS and CoE Management

Manage student records and reporting requirements within the PRISMS (Provider Registration and International Student Management System).

Process and update Confirmations of Enrolment (CoEs) for variations such as course extensions, deferrals, and cancellations.

Ensure all CoE updates align with current ESOS Act and National Code requirements.

Liaise with admissions, compliance, and admin teams to verify data accuracy and timeliness of PRISMS reporting.

Provide advice and support to students regarding the impact of enrolment changes on visa status.

Assist in maintaining compliance documentation and prepare audit-ready reports as required.

General Duties

Ensure accuracy of student records in SMS and LMS systems.

Assist at campus reception and manage student enquiries.

Collaborate with campus services and facilities teams for operational support.

Liaise regularly with staff at other campuses to align support approaches.

Qualifications and Experience

Minimum 3 years' experience in student support or higher education services.

Previous leadership or supervisory experience preferred.

Strong understanding of international student support and ESOS compliance.

Proficiency in Microsoft Office, learning management systems, and online communication tools.

Excellent interpersonal and communication skills with the ability to lead and mentor a dispersed team.

Strong organisational and time-management abilities.

We welcome applications from all backgrounds, including First Nations people, LGBTQIA+ individuals, culturally and linguistically diverse communities, mature-aged workers, and people with disability. Your unique perspective strengthens our team and our mission.