OVERVIEW The Student Advisor role at Charles Darwin University’s Sydney campus is a full-time, ongoing professional position focused on delivering high-quality front-line services to students and the wider community. Based within the Student Central team, this role supports a growing campus that values personalised service, strong staff–student connections, and continuous improvement. It is well suited to professionals experienced in customer service within regulated education environments. KEY RESPONSIBILITIES – Provide outstanding customer service to internal and external customers, including prospective students, current students, parents, and members of the public. – Respond to enquiries across multiple channels, including phone, in-person, email, and live chat. – Contribute to the continuous improvement of policies, processes, systems, and work practices. – Deliver work in line with an annual schedule of operational deadlines. – Ensure compliance with relevant legislation, quality standards, and internal work instructions. – Maintain the integrity and accuracy of data created through student and academic administrative processes. – Work collaboratively within a distributed team across Student and Academic Services. – Provide accurate information and advice, ensuring consistency across sectors, colleges, campuses, and centre locations. REQUIREMENTS – Education, training and/or relevant experience equivalent to completion of Year 12 and/or a Certificate IV in a nationally accredited qualification. – Strong written communication skills, with the ability to respond to enquiries in writing and liaise with other teams on complex cases. – High-level verbal communication skills, including the ability to explain complex processes or regulations clearly. – Experience working in a customer service team, preferably within the vocational or higher education sector. – Demonstrated commitment to delivering exceptional customer service outcomes for internal and external customers. – Demonstrated experience and knowledge of regulatory requirements relevant to operating a customer service team in a dual-sector university environment. – Experience in contact centre improvement projects or programs of work. – Ability to obtain a satisfactory National Criminal History check and a valid Working with Children clearance. WHY THIS ROLE MATTERS Student Advisors play a critical role in shaping the student experience by acting as the first point of contact with the University. The accuracy, consistency, and quality of advice provided directly influence student satisfaction, compliance, and trust in institutional processes. In a regulated higher education environment, this role helps ensure that students are supported while the University meets its legislative and quality obligations. BONUS: APPLICATION ADVICE – Clearly demonstrate your customer service experience, particularly in education or other highly regulated environments. – Use your cover letter to highlight examples of handling complex enquiries or explaining policies and processes to diverse audiences. – Emphasise your ability to work collaboratively across teams and contribute to service or process improvements. – Address both written and verbal communication skills with specific, practical examples. – If applicable, reference experience with compliance, data accuracy, or contact centre improvement initiatives. – Ensure your application is complete and submitted online, including a tailored resume and cover letter aligned to the role requirements.