Student Services Specialist - Sydney CBD

International College of Management, Sydney; Sydney; On-site; AUD 70,000 - 85,000; Full time

Job summary

International College of Management, Sydney is seeking a Student Services Specialist to support students at the City Campus. You will deliver exceptional customer service, manage inquiries, and maintain accurate student records in the Student Management System and CRM.

You will administer lifecycle processes such as enrolments, timetables, leaves of absence, withdrawals and document requests, while ensuring compliance with ESOS/TEQSA standards and working with regulatory portals like PRISMS.

Qualifications

• Experience in a student or customer service environment.
• Current Working with Children check or in progress.
• Eligibility to work with full DHA working rights.
• Ability to manage student records and lifecycle processes.

Responsibilities

• Deliver exceptional customer service to students and external stakeholders via phone, email and in person.
• Manage incoming calls: answer, screen, and direct inquiries to the appropriate department.
• Maintain accurate and up-to-date student records in the Student Management System and CRM (e.g., Avantis, Salesforce).
• Ensure all student communications are 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 cohorts about academic requirements and progression.
• Follow institutional policies, procedures and legislative requirements in all communication and documentation.
• Support general administrative tasks as required.

Skills

Customer service

Student administration

CRM systems

Regulatory portals

Communication

Tools

PRISMS

Avantis

Salesforce

Job description

Student Services Specialist - Sydney CBD

International College of Management, Sydney – Sydney NSW

International College of Management, Sydney (ICMS) and its associated ICMS provider brands (International Sport College Australia, Aspire English) are located in Manly and Sydney CBD.

Our mission is to provide students with an exceptional education and the much-valued skills set to gain a competitive edge and exceed industry expectations in today’s job market. By choosing to study at our Institution, students gain the practical, academic and professional experience they need to be career-ready by the day they graduate.

About the role
The Student Services Specialist engages and administers the services provided to students throughout their education lifecycle.This role provides excellent customer service while at the Student Centre (City Campus), ensuring that students, staff and visitors’ enquiries, both in person and electronically, are resolved according to departmental service level expectations.

The Student Services Specialist administers all student service processes in accordance with provider policies and procedures, ensuring compliance with relevant regulations and legislation.

Example responsibilities:

• Deliver exceptional customer service to students and external stakeholders via phone, email and in person.
• Manage incoming calls: answer, screen, and direct enquiries to the appropriate department.
• Maintain accurate and up to date student records in the Student Management System and CRM (e.g., 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 cohorts about academic requirements and progression.
• Follow institutional policies, procedures and legislative requirements in all communication and documentation.
• Support general administrative tasks as required.

About you:

You should have the following:

• Experience in a student or customer service environment
• Strong service ethic and desire to help others
• Understanding of student administration and service
• Adaptability to master Student Management Systems and Governmental regulatory portals such as PRISMS
• A current Working with Children check (or application in progress)
• Strong sense of ownership and self-motivation
• Strong people and administration skills
• Strong ability to empathise and communicate with students from a diverse range of backgrounds
• Process driven and calm under pressure
• Citizenship / Permanent Residency or an appropriate visa issued by the Department of Home Affairs (DHA) with full working rights

Preferred but not essential:

• A second language
• An understanding of regulatory and legislative frameworks relevant to tertiary education (e.g. ESOS, TEQSA HE Standards)

There is no specific closing date for this role. Applications will be assessed upon receipt.

• https://www.icms.edu.au/wp-content/uploads/2026/03/JobDescription-StudentServicesSpecialistMarch2026.pdf

Diversity, Equity and Inclusion

As per the Institution's Diversity, Equity and Inclusion Policy,ICMS aims to provide an accessible, inclusive and collaborative learning and working environment that promotes fairness, equity, respect for social and cultural diversity, and that is free from discrimination and harassment.