OVERVIEW The Student Engagement Advisor role at ACAP University College is a student-facing position focused on providing high-quality advice, support, and administrative assistance to students studying primarily in an online environment. Based in West End, Brisbane, this role sits within a collaborative Student Engagement team and operates largely as an inbound call centre function. It is well suited to professionals in international or domestic higher education who enjoy structured student support, multi-channel communication, and teamwork within a purpose-driven education provider. KEY RESPONSIBILITIES – Respond to student enquiries across various service channels – Proactively engage with students via inbound and outbound calls, web chat, emails, and other platforms – Complete administrative tasks and data entry accurately – Assist with re-enrolments and provide course sequence advice – Liaise with academic and specialist staff to ensure students are properly supported – Apply policies and procedures to provide accurate and timely advice REQUIREMENTS – Proven track record of delivering exceptional customer service in an inbound call centre setting – Excellent attention to detail and a high level of accuracy in all administrative activities – Demonstrated computer literacy, including advanced use of the MS Office suite and ideally student records software – Ability to work as part of a team and in a flexible and adaptable manner – Availability during core business hours of 9am to 5pm, Monday to Friday – A student-first approach to service delivery WHY THIS ROLE MATTERS Student Engagement Advisors play a critical role in student retention, progression, and overall satisfaction, particularly in online and blended learning environments. By providing timely, accurate advice and being a consistent point of contact, this role helps students navigate administrative processes and remain focused on their academic goals. Within a higher education provider like ACAP, effective student engagement directly supports student success and institutional outcomes. BONUS: APPLICATION ADVICE – Emphasise your experience in inbound call centre or high-volume student or customer support environments, using clear examples of how you handled enquiries efficiently and professionally – Highlight your attention to detail by referencing roles where accuracy in data entry, record management, or compliance with procedures was essential – Demonstrate your comfort with technology, including CRM or student management systems, online communication tools, and the MS Office suite – Show your ability to collaborate by describing how you have worked with academic, professional, or specialist teams to support students or clients – Align your application with a student-first mindset by explaining how you prioritise service quality, empathy, and clear communication – Apply early and ensure your CV is concise, well-structured, and clearly tailored to student engagement and higher education support roles