Student Success & Retention Coordinator

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

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