StudentHQ Officer Retention

Swinburne University; Melbourne; On-site; AUD 78,000 - 98,000; Full time

Benefits offered by this job

17% super

Salary packaging

Car leasing

Staff discounts

Medibank discount

Course discounts

Job summary

Swinburne University of Technology is seeking a StudentHQ Officer (Retention) to join the Student Administration team at the Hawthorn campus. This full-time fixed-term role ends in April 2027, offering HEW 5 pay plus 17% superannuation.

The role focuses on high-quality customer service, escalation of complex enquiries, and supporting campaigns to improve enrolment, onboarding, results and retention across the student lifecycle.

Qualifications

• Commitment to outstanding customer service in a high-demand environment.
• Experience delivering administrative and support services in a customer-focused setting.
• Familiarity with tertiary sector procedures.
• Ability to coach and mentor colleagues.

Responsibilities

• Provide high-quality customer service to students, staff and the public across face-to-face, phone, email and live chat.
• Escalate complex enquiries and support StudentHQ Administrators as needed.
• Coordinate outbound campaigns and engage students to support enrolment, onboarding, results and retention.
• Assist across StudentHQ functions and campuses for a consistent student-centred service.

Skills

customer service

administrative support

mentoring

team collaboration

Education

Diploma or certificate with experience

Tools

CRM systems

Job description

• Join the Student Administration team at Swinburne University
• Full time, fixed-term position (ending April 2027) at our Hawthorn campus
• HEW 5 salary + 17% superannuation

About the Role

Reporting to the StudentHQ Team Leader, the StudentHQ Officer (Retention) delivers high-quality customer service to students, staff and the general public through face-to-face, phone, email and live chat channels. As part of Swinburne’s central student service team, the role provides accurate advice and resolves complex enquiries, acting as an escalation point and supporting StudentHQ Administrators as required.

The role coordinates outbound campaigns and targeted student engagement activities to support enrolment, onboarding, results and retention across the student lifecycle. It also assists the Team Leader with complex online enquiries and retention initiatives, working flexibly across StudentHQ functions and campuses to ensure a consistent, student-centred service

About You

• Demonstrated commitment to providing outstanding customer service
• Demonstrated, relevant experience in the provision of high quality administrative and support services within a demanding, customer focused environment
• General knowledge and experience of tertiary sector operating procedures
• Ability to coach and mentor other team members

Qualifications

Completion of an associated diploma level qualification with relevant work-related experience or a certificate level qualification with post-certificate relevant work experience; or an equivalent combination of relevant experience and/or education/training

About Swinburne University of Technology

Swinburne’s strategy draws upon our understanding of future challenges. We choose to build Swinburne as the prototype of a new and different university – one that is truly of Technology, of Innovation and of Entrepreneurship. We are committed to a differentiated university proposition in education and research.

Our Ad Astra strategy is the cornerstone of Swinburne’s bold ambition to lead globally in technology-driven education and research. This strategy positions us to create transformative solutions, empower learners, and partner with industry to thrive in an ever-changing world.

What We Offer You!

• Work your way with flexible working arrangements, including hybrid options and generous parental leave to support a balanced lifestyle.
• Exclusive staff discounts, including discounted Medibank health insurance, 50% off Swinburne courses and other partner offers.
• Swinburne offers 17% super and salary packaging options, including car leasing and extra super contributions.

Diversity, Equity and Inclusion

Swinburne has become a world-class university, driving social and economic impacts through science, technology, and innovation. As a dual-sector university, our vision is for people and technology working together to build a better world.

Central to our vision is our commitment to diversity, equity, and inclusion. We pride ourselves on being an equal opportunity employer focused on attracting, retaining, and developing great talent. We work to remove barriers related to gender identity, culture, ethnicity, sexual orientation, disability, and age.

Swinburne is proud to be recognised as an AWEI Gold Employer, reflecting our commitment to creating an inclusive workplace where LGBTQIA+ employees, students and communities can thrive.

We strongly encourage applicants from diverse Aboriginal and Torres Strait Islander communities. Our Moondani Toombadool Centre leads our Indigenous education and culture at Swinburne, guided by community wisdom and leadership.

We support applicants with disabilities, and reasonable adjustments can be requested at any stage of the recruitment process.

For reasonable adjustment requests - including accessible formats of the position description, application form, or other documents, please contact ***************@swin.edu.au or call [phone]. Please note: this phone number is for disability and reasonable adjustment enquiries only. General enquiries about the role can also be emailed to ***************@swin.edu.au.

Victoria’s Commitment to Action: Improving international student employment outcomes.

As a signatory to Victoria’s Commitment to Action, Swinburne seeks to remove barriers to international graduate employment. We welcome and encourage applications from international graduates.

As a Circle Back Initiative Employer, we commit to responding to every applicant.

Applications Close: Tuesday 20 October 2026, 11pm

Please Note: Appointment to this position is subject to passing a Working with Children Check.

Swinburne offers flexible working options contained in our leave and parenting/carer policies to support work-life balance.