Student Services Specialist - Sydney CBD

Uniglobalcareers; Sydney; Hybrid; AUD 60,000 - 90,000; Full time

Job summary

The International College of Management, Sydney (ICMS) is seeking a Student Services Specialist for its Sydney CBD campus. This role supports students throughout their education lifecycle by delivering customer service, administering student processes, and maintaining accurate records in line with institutional policies and regulatory requirements.

The role involves regular interaction with students, staff and external stakeholders via phone, email and in-person communication, with duties

Qualifications

• Experience in a student or customer service environment.
• Understanding of student administration and service.
• Ability to learn Student Management Systems and regulatory portals.

Responsibilities

• Deliver exceptional customer service to students and external stakeholders via phone, email and in person.
• Manage incoming calls by answering, screening and directing enquiries to the appropriate department.
• Maintain accurate and up-to-date student records in the Student Management System and CRM (Avantis, Salesforce).
• Ensure all student communication is promptly recorded and documented.
• Administer student lifecycle processes including enrolments, timetable support, leave of absence, withdrawals, course changes and document requests.
• Provide clear and timely communication to individuals and student cohorts regarding academic requirements and progression.

Skills

Customer service

Student services

Administration

CRM systems

Tools

Avantis

Salesforce

Job description

Australia — International Student Market

822K inbound students (2024) +10%

1. China 168K

2. India 128K

3. Nepal 57K

4. Vietnam 33K

5. Malaysia 26K

3 international branch campuses in Australia

OVERVIEW The International College of Management, Sydney (ICMS) is seeking a Student Services Specialist for its Sydney CBD campus. This role supports students throughout their education lifecycle by delivering customer service, administering student processes, and maintaining accurate records in line with institutional policies and regulatory requirements. The position involves regular interaction with students, staff, and external stakeholders through phone, email, and in-person communication.

Key responsibilities

• Deliver exceptional customer service to students and external stakeholders via phone, email and in person
• Manage incoming calls by answering, screening and directing enquiries to the appropriate department
• Maintain accurate and up to date student records in the Student Management System and CRM, including platforms such as Avantis and Salesforce
• Ensure all student communication is promptly recorded and documented
• Administer student lifecycle processes including enrolments, timetable support, leave of absence, withdrawals, course changes and document requests
• Provide clear and timely communication to individuals and student cohorts regarding academic requirements and progression
• Follow institutional policies, procedures and legislative requirements in all communication and documentation
• Support general administrative tasks as required

Requirements

• Experience in a student or customer service environment
• Strong service ethic and desire to help others
• Understanding of student administration and service
• Adaptability to learn Student Management Systems and Government regulatory portals such as PRISMS
• Current Working with Children check or application in progress
• Strong sense of ownership and self-motivation
• Strong people and administration skills
• Ability to empathise and communicate with students from diverse backgrounds
• Process-driven approach and ability to remain calm under pressure
• Australian citizenship, permanent residency, or an appropriate visa with full working rights
• First Aid qualifications preferred but not essential
• A second language preferred but not essential
• Understanding of regulatory and legislative frameworks relevant to tertiary education, including ESOS and TEQSA Higher Education Standards, preferred but not essential WHY THIS ROLE MATTERS Student services professionals play an important role in supporting student success, engagement and progression throughout the education journey. In an international education environment, accurate administration, responsive communication and strong interpersonal skills help create a positive student experience while supporting institutional compliance and operational effectiveness.

Bonus: Application advice

• Tailor your CV to highlight experience in student services, administration, customer support or education environments
• Include examples of working with databases, CRMs or student management systems if applicable
• In your cover letter, clearly state your work rights status, suburb location and any additional languages spoken
• Demonstrate your ability to work with students from diverse cultural backgrounds and manage enquiries professionally
• Highlight situations where you managed competing priorities, maintained accuracy or worked effectively under pressure
• Apply early, as applications are being reviewed upon receipt