Student Services Advisor

Torrens University Australia – Melbourne VIC Here at Torrens University Australia , we do things a little differently. Our staff thrive on being dynamic, resilient and responsive — and this role is no exception. Reporting to the Student Services Team Leader in Adelaide, you’ll join a passionate team dedicated to delivering an exceptional learning experience for every student who walks through our doors. The Student Services Advisor (Campus) plays a pivotal role in resolving enquiries from new and current students on campus, ensuring they receive a best-in-class experience that is consistent across all locations. You’ll be the first point of contact for students, helping them navigate their studies, processes, systems and support services — and ensuring their concerns are resolved from beginning to end. This is a full-time, on-campus role . There is no hybrid or remote working option , as the responsibilities require you to be physically present to support our student community. Applicants must have full Australian working rights with no restrictions on hours or length of work. What you’ll be doing (Your Day-to-Day Impact) On a typical day in this role, you will: Enquiry & Case Management – Act as the primary point of contact for all student enquiries on campus. Take ownership of case management from start to finish, resolving enquiries in line with SLAs and service expectations. Resolve issues relating to system access, subject selection, student finance, progression, enrolment, timetabling, academic processes and other matters impacting student success. Escalate complex enquiries while remaining the key contact for the student until resolution. Provide a seamless “one-stop-shop” customer experience for students, staff, and visitors. Deliver outbound customer care programs to support engagement, retention and progression. Support campus events, Orientation, Information Sessions and engagement activities. Student Administration – Process student enrolment and administrative requests including transcripts, statements, payments, academic processes and general queries. Assist with resolving informal complaints to reduce escalation. Ensure accurate, timely and compliant processing across all activities. Who are you? (What you’ll bring) To be successful in this role, you will have: 5+ years experience in customer service, front-of-house, or customer experience roles. Proven ability to deliver a high-quality, personalised customer experience. Experience in higher education or vocational education is highly regarded but not essential . Working knowledge of Salesforce or Microsoft Dynamics is desirable. Strong communication skills — clear, personable, and able to build rapport quickly. Ability to work autonomously in a target and KPI-driven environment . High attention to detail with the ability to process high volumes of admin accurately. Strong relationship-building skills and the ability to liaise across multiple teams. Critical thinking, problem-solving and the ability to resolve complex issues end-to-end. High proficiency in computer systems, including Microsoft Office. Effective prioritisation, organisation and time-management capability. Full Australian working rights — unrestricted hours and unrestricted length of work. Must be able to work on-campus full-time (no hybrid/remote arrangements). This is an entry-level role , however we are looking for a more experienced team member with a salary positioned within the entry-level band: $69,000–$71,000 + super . Who are we? Our ambition is to revolutionise the world of education, increase student employability and make a positive impact. We believe in the power of education to transform lives, and we put our people and students at the heart of everything we do. We want you to be bold, be creative, be good, and be global. Learn more about our story, our people and why we’re proudly a B-Corp at the Torrens University Blog . Torrens University Australia is an equal opportunity employer . We value diversity and inclusion and are committed to attracting, retaining and developing people regardless of gender identity, ethnicity, sexual orientation or disability. We partner with top providers to make your working life more rewarding and flexible. These include: Tuition reduction benefits across a range of courses Career development and internal progression pathways Access to Flare Discounts and wellbeing initiatives Supportive, inclusive and values-led work culture Ready to make your difference? Join our Torrens University Australia team by clicking “APPLY” now If you require a reasonable accommodation to complete our application process, please contact our Human Resources Department at **********@torrens.edu.au #J-18808-Ljbffr