About EDU EDU is an ASX-listed provider of tertiary education, specialising in Health and Community Services. We foster meaningful careers through high-quality education across our campuses in Sydney, Melbourne, Brisbane and Adelaide: Australian Learning Group (ALG): VET provider for international students. Learn more about ALG. Ikon Institute of Australia (Ikon): HE provider for domestic and international students. Learn more about Ikon. About the role In this newly created role, as the Student Experience Team Leader- Domestic, you will be responsible for leading a team of Domestic Student Experience Advisors in delivering exceptional student experience for students in EDU, with a focus on domestic students, ensuring EDU’s service standards are met. This pivotal role involves working closely with the National Student Experience Manager in the planning, implementing, and monitoring of nationally consistent strategies to enhance student experience from orientation and enrolment through to graduation. Key Responsibilities Student Experience Delivering exceptional student service to domestic students via the CRM (Zendesk) Provide accurate and timely non-academic advice, guidance, and support to students online (via email/phone/chat via our CRM Zendesk) Ensure your team meets the EDU service standards and report on its performance to key stakeholders. Assist in the development and implementation of strategies to enhance student engagement, with a particular focus on domestic students who complete a majority of their studies online. Contribute to achieving domestic student retention targets through proactive student engagement and management. Execute relevant scheduled, ad-hoc, individual and bulk student communications via the CRM and student management systems. Manage and investigate complaints and grievances for domestic students, including analysis to understand underlying causes and identification of continuous improvement opportunities. Collate feedback from students and staff to inform continuous improvement of processes to enhance student experience. Maintain expert knowledge of policies and procedures and ensure student experience practices remain aligned to the policies. Collaborate with the Quality Assurance Team in the conduct of internal audits in relation to campus operations and student experience policies and practices. Lead your team to resolve informal complaints and avoid escalation. Team Management Provide leadership, guidance and support to the – Advisors in your team Lead and manage the Domestic SX team including supporting with recruitment and performance appraisal. Provide mentoring and coaching support for team members to assist in their professional development. Conduct annual performance reviews and set clear objectives for all reporting team members. Compliance with all People and Culture processes ensuring engagement and retention of team members. Encourage teamwork and initiative through positive leadership. Embrace and model the fundamental values of EDU and ensure these characteristics are consistently applied across all programs and decision-making. Actively engage in developing a positive and supportive culture within the team and across the Group. Other tasks as reasonably directed by the National Student Experience Manager Education & Experience Diploma or higher preferred. At least 2 years of experience leading a team in a Higher Education Provider Experience using and maintaining databases (e.g., CRM’s, Student Management Systems). Experience with customer relationship management / contact centre software (e.g., Zendesk).