[Hiring] Student Experience & Wellbeing Officer @People Partners

Role Description

This is a remote position.

As our Student Experience & Wellbeing Officer, you'll help Australian vocational education students overcome challenges, stay engaged, and progress toward completing their qualifications. This isn't simply about responding to student enquiries; it's about understanding what stands between a student and their success—and finding practical ways to remove those barriers.

• Manage student complaints, withdrawal requests, special considerations, and review requests.
• Investigate student concerns and coordinate appropriate resolutions in accordance with organizational policies.
• Provide individualized support to students experiencing financial hardship, personal difficulties, or accessibility challenges.
• Identify disengaged and at-risk students through engagement monitoring and student record audits.
• Develop and implement student retention and progression strategies.
• Monitor student engagement, withdrawal trends, and progression outcomes.
• Coordinate with training, education, careers, and internal support teams to address student concerns.
• Maintain accurate student records using CRM, Learning Management Systems (LMS), and Student Management Systems (SMS).
• Manage student cases, document interventions, and track resolutions.
• Prepare student retention, engagement, and performance reports.
• Analyze student data and recommend improvements to student support processes.
• Support quality assurance activities and compliance with relevant Australian education policies and procedures.
• Promote accessibility, inclusion, and equity in student support services.
• Maintain professional communication with students and stakeholders throughout the resolution process.

Qualifications

• At least 5 years of relevant professional experience, ideally within Australian education, Registered Training Organizations (RTOs), or vocational education and training (VET).
• At least 3 years of experience in student services, student retention, or a related student support role.
• Experience managing student complaints, withdrawals, escalations, and complex student cases.
• Knowledge of student engagement, retention, progression, and student lifecycle management.
• Understanding of accessibility, inclusion, and equity principles in education.
• Conflict resolution training or certification.
• Strong case management, conflict resolution, and negotiation skills.
• Experience maintaining accurate student records and preparing performance reports.
• Strong written and verbal communication skills.
• Ability to handle sensitive student information professionally and confidentially.
• Strong analytical, organizational, and problem-solving skills.
• Ability to manage competing priorities and resolve complex student concerns.
• Ability to work independently and collaborate with education and support teams.
• Willingness to work Australian business hours.

Requirements

• Direct experience supporting an Australian Registered Training Organization (RTO) or Vocational Education and Training (VET) provider.
• Familiarity with Australian student enrolment, progression, withdrawal, and special consideration processes.
• Hands-on experience using VETtrak or similar Student Management Systems.
• Experience using CRM and Learning Management Systems (LMS) to manage student engagement and records.
• Experience developing or implementing student retention initiatives.
• Familiarity with Australian vocational education compliance requirements and student support policies.
• Experience monitoring student engagement data and identifying at-risk learners.

Benefits

• Permanent Work-from-home setup.
• Company-provided equipment.
• Secondary Wi-Fi Modem.
• 21 Leave Credits Annually - Leave benefits begin on Day 1.
• 100% conversion of UNUSED leave credits.
• HMO on Day 1.
• 13th Month Pay.
• Monthly Gift Voucher.
• Milestone Tokens (Birthday/Anniversary/Christmas).
• A Life Beyond the Screen #WorkLifeBalance.
• Active employee engagements physically such as Christmas Party & Team Building, and virtual events such as town-hall with prizes.