Student Service / Academic Support Officer

About the role

The Student Service / Academic Support Officer provides academic and administrative assistance to students, handling enquiries, documentation, enrolment processes and ongoing support. Working closely with education consultants and internal teams, the officer ensures a smooth student experience and accurate record‑keeping.

Key responsibilities

• Maintain office operations, organise procedures and support weekly/monthly team meetings.
• Create and manage attendance spreadsheets, record weekly attendance and issue warning letters.
• Contact students via phone and email, and update the student database with course progress and attendance.
• Assist the Academic Manager in reporting compliance failures and quality indicators.
• Provide up‑to‑date information on support services, handle enquiries respectfully and efficiently.
• Maintain student notice boards with policies, procedures and job postings.
• Advise students on deferment, suspension and cancellation according to institute policies.
• Manage academic‑related complaints, appeals and policy documentation.
• Support continuous improvement activities and develop knowledge of VET and CRICOS requirements.

Required profile

• Minimum 12 months of experience in student services or academic support.
• Strong organisational and communication skills.
• Ability to handle confidential information and maintain accurate records.
• Attention to detail and proactive problem‑solving attitude.

Required skills