Student Support Officer

Streamline Training Group; Sydney; Hybrid; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Flexible hours

Work from home Fridays

Onsite training and ongoing support

Employee Assistance Program (EAP)

Casual dress code

Friendly team environment

Job summary

Streamline Training Group, an NSW-based RTO, seeks a Customer Service/Student Support professional for a 9-month, full-time maternity leave contract. You will assist students via phone and email, guide them through enrollment, provide course information and support during and after courses, with online delivery and occasional after-hours coverage.

Role emphasizes quality and compliance, not sales, with a friendly team in the Sutherland Shire.

Qualifications

• Previous experience in customer service with inbound/outbound calls.
• Excellent written and verbal communication skills.
• Strong attention to detail, problem-solving and de-escalation skills.
• Flexibility and able to adapt to change quickly.
• High computer literacy.

Responsibilities

• Support students throughout the journey from pre-enrolment to post-course certification.
• Provide non-academic support via phone and email (enquiries, enrolment, payments, orders).
• Respond to enquiries, source information, assess eligibility & suitability, follow up with responses.
• Process applications & documentation.
• Perform basic administrative duties related to courses and RTO operations.
• Focus on quality and compliance, not sales or KPI driven.
• All courses and support are online/phone based, no face-to-face interactions.
• Cover extended business hours including at least one evening shift and two weekend shifts per month.

Skills

Inbound/outbound calls

Excellent communication

Attention to detail

Problem-solving & de-escalation

High computer literacy

Education

Certificate IV in Training and Assessment or similar

Tools

Google Meet

Zoom

Job description

9 Months (Full-time) Fixed Term Maternity Leave Contract

Streamline Training (RTO Code 52811) is a Registered Training Organisation (RTO) specialising in online training for short industry-based courses such as Responsible Service of Gambling (RSG), Responsible Service of Alcohol (RSA) and more recently, White Card training.

An opportunity has arisen for a customer service/call centre professional looking to join our Student Support Team on a 9-month (full-time), fixed term maternity leave contract. Alongside flexible working hours covering Monday to Sunday, there is an additional benefit of working from home every Friday subject to WHS factors and access to high-speed internet coverage.

About the Role

• Supporting students throughout all stages of the student journey including pre-enrolment, during their course, and post-course certification
• Providing non-academic support to students via phone and email, including but not limited to general course enquiries, course/class availability, enrolment, technical support, payments and orders
• Responding to enquiries, sourcing information, reviewing and assessing requests, assessing eligibility & suitability, following up and providing responses in a timely manner
• Processing applications & documentation
• Basic administrative duties related to courses & RTO operations
• Focus on quality and compliance, not sales or KPI driven
• All courses and support is provided online/via phone, no face-to-face interactions with students or customers
• Flexible availability required: To cover our extended business hours, this role requires the applicant to be able to work at least one evening shift (typically 12:00pm to 8:00pm, work from home) a week and at least 2 weekend shifts (10:00am - 2:00pm Saturday or Sunday, work from home) a month.

On Offer

• Above Award wages with penalties
• Flexible hours for better work/life balance
• Sutherland Shire location that is close to public transport
• Onsite training and ongoing support that will help you succeed
• Work in a friendly and supportive team environment
• Innovative work culture and casual dress code
• Access to our Employee Assistance Program (EAP)
• Ability to work from home when appropriate or required

Required Skills & Experience

• Previous experience in customer service with inbound/outbound calls
• Excellent written and verbal communication skills
• Strong attention to detail, problem-solving and de-escalation skills
• Flexibility and able to adapt to change quickly
• High computer literacy

Preferred Skills & Experience

• Previous experience working in an RTO or in Vocational Education and Training (VET)
• Previous experience working in a highly regulated industry
• Previous experience working remotely/from home and using video conferencing software such as Google Meets and Zoom
• Previous experience with call handling and high call/customer volumes
• Certificate IV in Training and Assessment or similar