About ALGAustralian Learning Group (ALG) is a registered training organisation that has been offering high-quality vocational education and training 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.To know more about our values and beliefs visit: https://alg.edu.au/We are currently seeking a Senior Student Experience Advisor to join our Sydney team.About the roleThe Senior Student Experience Advisor is the most critical non-academic role supporting our ALG students. It is the frontline role that ALG students rely on to receive critical information to support them in realising their study goals. This role performs a broad range of customer service and administration duties.The Senior Student Experience Advisor reports and supports the Campus Manager to deliver an exceptional customer experience, owning specific managerial tasks and giving support and coaching to team members in addition to handling student enquiries, administration and general students and trainer support.About youYou are passionate about customer experience and is able to provide support by understanding the student journey.  You have strong work ethic and is keen to learn and grow with the organisation.You have good interpersonal skills, excellent communication and are able to lead a team as well as autonomously. You have high attention to details, is able to think strategically as well as is able to deliver operational responsibilities in a changing environment.Key responsibilities:Delivering an exceptional customer experience by meeting the ALG customer service standardsMaintain expert knowledge of the policies and procedures of ALG to provide a high-quality experience to support students, external partners and clients via email, phone and face to faceAddress student queries including payments, timetable information, course progress, attendance, deferments, cancellations, grievances, student handbook issues etcInvestigating student complaint and appeal requestsBe the champion for the student's non-academic engagement by designing and delivering experiences throughout the student lifecycleAdministration activities that ensures all students are provided accurate information when requestedManage student records and communication via our student management systemSupporting the campus manager with key tasks general campus administration dutiesMaintaining of setup, and supervision of student clinic as requiredIdentify opportunities for continuous improvement and enhancing student experience Other responsibilitiesWork autonomously on specific tasks which may include but are not limited to; timetable planning, owning teacher / student communication and support, management reporting, assistance in managing student complaints / appealsCoaching team members to drive continuous development within the team as well as directly providing specialist advice and/or training to team members in the area of service or administrative expertiseSupport the implementation of approved changesGather, analyse and provide reporting to the Campus Manager (and senior management if required) on the performance of the campusQualifications, experience and personal attributesMinimum of 2 years RTO or education sector experienceManagement or team leader experienceExperience working with diverse group of team member or clients Computer proficiency in word and excel processing and developing and maintaining databases.Able to work under pressure and remain calm in stressful situationsExcellent written and oral communication skillsProficiency in Microsoft Office suite (or similar programs) Proficiency in the use of Student Management System (RTO Manager) desirableProficiency in the use of Learning Management System (Canvas) desirableWhat makes working with us exciting:Paid birthday leaveWork-life balanceTraining and development opportunitiesJob rotation and career progressionA fun teamDiversity & 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.About UCWALG is part of the ASX-listed UCW LimitedGroup. UCW is an ASX-listed entity that owns and operates a portfolio of tertiary education businesses, with a current focus on Health and Community Services related fields of study in both the international and domestic student market. Education is delivered nationally across 12 campuses.Next steps:  Please apply online or send your resume and a covering letter summarising your relevant skills and experience to bonnie.ballete@alg.edu.au We 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 applications 57500 AUD Sydney

Senior Student Experience Advisor

About ALG

Australian Learning Group (ALG) is a registered training organisation that has been offering high-quality vocational education and training 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.

To know more about our values and beliefs visit: https://alg.edu.au/

We are currently seeking a Senior Student Experience Advisor to join our Sydney team.

About the role

The Senior Student Experience Advisor is the most critical non-academic role supporting our ALG students. It is the frontline role that ALG students rely on to receive critical information to support them in realising their study goals. This role performs a broad range of customer service and administration duties.

The Senior Student Experience Advisor reports and supports the Campus Manager to deliver an exceptional customer experience, owning specific managerial tasks and giving support and coaching to team members in addition to handling student enquiries, administration and general students and trainer support.

About you

You are passionate about customer experience and is able to provide support by understanding the student journey.  You have strong work ethic and is keen to learn and grow with the organisation.

You have good interpersonal skills, excellent communication and are able to lead a team as well as autonomously. You have high attention to details, is able to think strategically as well as is able to deliver operational responsibilities in a changing environment.

Key responsibilities:

  • Delivering an exceptional customer experience by meeting the ALG customer service standards
  • Maintain expert knowledge of the policies and procedures of ALG to provide a high-quality experience to support students, external partners and clients via email, phone and face to face
  • Address student queries including payments, timetable information, course progress, attendance, deferments, cancellations, grievances, student handbook issues etc
  • Investigating student complaint and appeal requests
  • Be the champion for the student's non-academic engagement by designing and delivering experiences throughout the student lifecycle
  • Administration activities that ensures all students are provided accurate information when requested
  • Manage student records and communication via our student management system
  • Supporting the campus manager with key tasks general campus administration duties
  • Maintaining of setup, and supervision of student clinic as required
  • Identify opportunities for continuous improvement and enhancing student experience

 Other responsibilities

  • Work autonomously on specific tasks which may include but are not limited to; timetable planning, owning teacher / student communication and support, management reporting, assistance in managing student complaints / appeals
  • Coaching team members to drive continuous development within the team as well as directly providing specialist advice and/or training to team members in the area of service or administrative expertise
  • Support the implementation of approved changes
  • Gather, analyse and provide reporting to the Campus Manager (and senior management if required) on the performance of the campus

Qualifications, experience and personal attributes

  • Minimum of 2 years RTO or education sector experience
  • Management or team leader experience
  • Experience working with diverse group of team member or clients 
  • Computer proficiency in word and excel processing and developing and maintaining databases.
  • Able to work under pressure and remain calm in stressful situations
  • Excellent written and oral communication skills
  • Proficiency in Microsoft Office suite (or similar programs) 
  • Proficiency in the use of Student Management System (RTO Manager) desirable
  • Proficiency in the use of Learning Management System (Canvas) desirable

What makes working with us exciting:

  • Paid birthday leave
  • Work-life balance
  • Training and development opportunities
  • Job rotation and career progression
  • A 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.

About UCW

ALG is part of the ASX-listed UCW LimitedGroup. 

UCW is an ASX-listed entity that owns and operates a portfolio of tertiary education businesses, with a current focus on Health and Community Services related fields of study in both the international and domestic student market. Education is delivered nationally across 12 campuses.

Next steps:  

  • Please apply online or send your resume and a covering letter summarising your relevant skills and experience to bonnie.ballete@alg.edu.au 
  • We are only able to consider applicants with the right to live and work in Australia
  • Only shortlisted candidates will be notified of the outcome of their applications

  • Posted Date 08 Sep 2021
  • Location Sydney
    NSW / Australia
  • Industry Education & Training
  • Job Type Full Time
  • Salary Not provided