Student Support Officer

The Student Support Officer is the first point of contact for students, providing timely support and guidance across a range of academic and administrative enquiries. This role is responsible for delivering a positive student experience, maintaining accurate student records, and working collaboratively with internal teams to resolve issues and support student success.

Key Responsibilities:

• Provide timely and professional support to students via phone, email and CRM platforms, resolving enquiries and requests relating to enrolments, extensions, deferrals, special consideration, reasonable adjustments and general student services.
• Maintain accurate student records and documentation within CRM and Student Management Systems, ensuring data integrity and compliance with privacy requirements.
• Collaborate with internal stakeholders including Academic, Product and IT teams to resolve student issues, coordinate support services and escalate complex matters where required.
• Support student engagement and retention initiatives by identifying at-risk students, assisting with supervised learning activities and contributing to positive student outcomes.
• Contribute to continuous improvement by identifying process enhancements, maintaining procedural compliance and actively participating in team initiatives that improve operational efficiency and student experience.