About Australian Learning Group (ALG)ALG is a registered training organisation that has been offering high-quality vocational education and training in the fields of Health and Community Services for over 15 years.We believe in nurturing and empowering people on their path to more meaningful careers, providing the right opportunity for our students to learn, transform and evolve while pursuing their passion. You can learn more about our values and beliefs at https://alg.edu.au/We are currently seeking a Head of Student Experience to join our Sydney team. About the roleThe Head of Student Experience will report to the General Manager and leads the national (and growing offshore) student experience team for the execution and improvement of non-academic student support services and campus operations to ALG students in each of its campus locations.The primary responsibility is to ensure ALG delivers exceptional customer service, while satisfying its published service standards. About youYou have proven leadership and management abilities, excellent verbal and written communication skills, computer proficiency in word and excel processing, and organisational and time management skills.A naturally outgoing and energetic person with exceptional influencing skills who can calm down and reassure stressed-out students. This person also has the capacity to think quickly under pressure and to guide and support team members. Key responsibilities:National implementation and delivery of the ALG student experience which spans the full student lifecycle, from orientation to graduationBe the owner of the ALG CRM (Zendesk) as our contact centre solutionMeasure, meet and where possible exceed the ALG service standardsLead each campus team to understand and execute exceptional customer serviceUse a range of feedback from students and staff to inform our process of continuous improvementStudent ExperienceDesign and deliver an exceptional customer experience across our campuses and our contact centreOwn and be the champion of the CRM (Zendesk) as our contact centre platformMaximise the quality of our responses in the CRM by developing templates for use by student experience staff to improve quality and efficiencyDrive our self-service capacity in the CRM through the ongoing development and curation of self-help resourcesAs the key business owner, utilise your team to meet and exceed the ALG service standards set out in the relevant policies including for student enquiries, complaints and appeals,Report on service standards performance and related continuous improvements to the ALG management teamMaintain expert knowledge of the policies and procedures of ALG and ensure student experience practices remain aligned to the policiesUtilise the ALG continuous improvement policy and system, to identify and implement continuous improvement actions relating to the student experience functionBe the champion for the student’s non-academic engagement by designing and delivering experiences throughout the student lifecycle. Common events include orientation events, registration days and graduation ceremoniesGeneral AdministrationManage student records and communication via the student management and CRM systemsLead and where required, execute on, key administrative processes (e.g. warning letters, ITR’s)Team ManagementLead and manage team members across each campus through regular team meetingsProvide regular support and feedback to team members on their performanceEnsure the KPIs for each team are being achieved e.g. service standard KPIsBe a role model be demonstrating exemplary customer serviceWork with the People and Culture Manager to identity and support employee developmentImplement People and Culture processes and policies in the team, including performance reviews and rewards and recognition programWork with the People and Culture Manager on staff recruiting, onboarding and exit interview feedbackOther key tasks Gather and analyse data and provide reporting senior management to help drive continuous improvementUnderstand and ensure the relevant regulatory and internal policy standards are met on a continuing basis Qualifications and Experience:At least 5+ years of leadership and management experience working in a Registered Training Organisation or customer service settingExperience providing student support aligned to the Standards for Registered Training Organisations (RTOs) 2015Experience providing student services to international students under the National Code of Practice for Providers of Education and Training to Overseas Students 2018 (preferred but not essential)Experience using and maintaining databases (eg. CRM’s, Student Management Systems, PRISMS)Experience with customer relationship management / contact centre software (eg. Zendesk) What makes working with us exciting:Paid birthday leaveWork-life balanceTraining and development opportunitiesJob rotation and career progressionA positive culture and fun team Diversity & Inclusion We celebrate our diversity and strive to reflect contemporary Australian society in order to better serve our students. We welcome and encourage applications from Aboriginal and Torres Strait Islander people, culturally and linguistically diverse people, people with disabilities, sexually and gender diverse people, people with lived experience of adversity, and from people of all ages. Next steps:  Please apply online or send your resume and a covering letter summarising your relevant skills and experience to bonnie.ballete@eduholdings.com.auWe are only able to consider applicants with the right to live and work in AustraliaOnly shortlisted candidates will be notified of the outcome of their application  AUD Sydney 2000