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 Senior Student Experience Advisor to join our team in Melbourne.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 inquiries, administration and general students, and trainer support.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 complaints and appeal requestsBe the champion for the student's non-academic engagement by designing and delivering experiences throughout the student lifecycleAdministration activities that ensure 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 the student experienceOther 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 campus Qualifications, experience, and personal attributesMinimum of 2 years RTO or education sector experienceManagement or team leader experienceExperience working with a diverse group of team members 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) is desirableProficiency in the use of Learning Management System (Canvas) is desirableWhat makes working with us exciting:Paid birthday leaveWork-life balanceTraining and development opportunitiesJob rotation and career progressionA positive culture and 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 Limited Group. 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 10 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 application 60000 AUD Melbourne