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 Student Experience Manager to join our Melbourne team. About the roleThe Student Experience Manager leads and delivers student experience in the campus they are based. This frontline role leads of a small team to execute on exceptional student experience, ensuring satisfaction of ALG’s service standards. This role is also the custodian of campus operations, ensuring the smooth and efficient operation of the campus and staff workspace. About youYou have proven management abilities, having operated in a team leader or higher capacity, with excellent verbal and written communication skills.You are passionate about delivering outstanding customer experience and is comfortable with technology.A naturally outgoing and energetic person has a positive can-do and helpful attitude. You are able to think quickly under pressure to guide and support team members.  Key responsibilities:Deliver exceptional customer experience across the full student lifecycle, from orientation to graduation in your campusMeet or exceed the ALG service standardsEnsure the smooth and efficient operation of the campus to support the delivery of our courses, student and staff experienceMaintain employee workspace, including workstations and pantryStudent Experience & EngagementDeliver an exceptional customer experience to students, external partners and clients via email, phone and face to faceMeet and exceed the ALG service standards as measured in the CRMUse and assist in the development of the CRM (Zendesk) templates to drive high quality responses while also developing the team to understand the role self-service plays in our support of studentsReport on service standards within the national student experience teamMaintain expert knowledge of the policies and procedures of ALG and ensure student experience practices remain aligned to the policiesManage and investigate student complaint and appeal requests, including analysis to understand underlying causes and identification of continuous improvement opportunitiesBe 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 ceremoniesExecute on key administrative processes (e.g. warning letters, ITR’s)Campus OperationsEnsure the campus and classrooms are set-up ready for training and assessment each dayMaintaining of, setup, and supervision of student clinic as requiredManage campus suppliers (e.g. cleaners, campus consumables) to ensure the campus is always at the highest operational standardsCoordination of contractors for repairs and maintenanceTeam ManagementLead and manage your campus team members to execute on our service standardsEnsure the KPIs for each team member are being met e.g. service standard KPIsBe a role model by demonstrating exemplary customer serviceWork with the People and Culture Manager to identity and support employee developmentConduct staff performance reviews for your team membersAssist the People and Culture Manager on staff recruiting, onboarding and exit interview feedback as requiredOther key tasks Gather and analyse data and provide reporting to the Head of ALG Student Experience (and senior management if required) to help drive continuous improvementUnderstand and ensure the relevant regulatory and internal policy standards are met on a continuing basis Qualifications and Experience:2-4 years of experience working in a 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 Melbourne 3004