OVERVIEW The Student Experience Officer role at Laurus Education focuses on delivering high-quality frontline support that enhances the day-to-day experience of students, staff, and visitors at the Melbourne campus. Reporting to the Student Experience Coordinator, this position plays a central role in creating a safe, inclusive, and welcoming learning environment across both on-campus and online settings. It is well suited to an organised, service-oriented professional who enjoys supporting students and contributing to engagement and community-building initiatives. KEY RESPONSIBILITIES – Provide timely and professional responses to student enquiries across multiple communication channels – Assist students with information, guidance, and referrals to appropriate support services – Create a welcoming, inclusive, and student-centred experience in online and on-campus environments – Support the coordination of student engagement activities, orientation programs, workshops, and events – Contribute to initiatives that promote student connection, participation, wellbeing, and belonging – Assist with event planning and administration, including communications, registrations, scheduling, logistics, and event delivery – Support student ceremonies, engagement activities, and other institutional events – Support student administration processes, including complaints, appeals, and student documentation – Maintain accurate records, reports, and confidential information in line with organisational requirements – Assist with timetable coordination and scheduling activities where required – Support alumni communications, events, and engagement initiatives – Collaborate with internal teams to support effective student service delivery and communication – Provide feedback and contribute to improvements in student experience processes and services – Support initiatives that enhance student satisfaction, engagement, and operational effectiveness REQUIREMENTS – Experience working within higher education, vocational education, or a regulated education environment – Background in student services, administration, customer service, or a similar support role – Strong organisational and administrative skills – Experience managing enquiries and supporting a range of stakeholders – Excellent written and verbal communication skills – Strong customer service and stakeholder engagement skills – Ability to manage competing priorities in a fast-paced environment – Strong attention to detail and a proactive approach to work – Ability to maintain confidentiality and manage accurate records – Genuine commitment to supporting students and creating inclusive experiences WHY THIS ROLE MATTERS Student Experience Officers play a critical role in shaping how students perceive and engage with their institution throughout their learning journey. By providing consistent support, clear communication, and well-managed engagement activities, this role helps students feel connected, supported, and confident in navigating their studies. Strong student experience functions also contribute to student satisfaction, retention, and overall institutional effectiveness. BONUS: APPLICATION ADVICE – Highlight specific examples of how you have supported students or clients in education or service-based environments – Demonstrate your ability to manage multiple tasks by describing experience in busy, deadline-driven roles – Emphasise your communication skills, particularly where you have handled enquiries, events, or sensitive matters – Provide examples of collaboration with internal teams or stakeholders to improve service delivery – Show your understanding of student engagement, inclusion, and wellbeing through practical examples – Tailor your application to reflect the values of a student-centred and values-led education organisation