Join our Student Administration team. Full-time, ongoing position at our Hawthorn campus (onsite role). $81,384 salary + 17% super and staff benefits. About the Role This position reports to the StudentHQ Team Leader and is responsible for delivering high-quality customer service to internal and external stakeholders as part of the University’s central student service point. The StudentHQ Officer (Retention) manages a wide range of complex enquiries, providing accurate advice, resolving issues, and facilitating effective communication between students, staff, and key functional areas, while also supporting administrators and acting as an escalation point when needed. The role contributes to consistent service delivery across all campuses and involves engaging with students, staff, and the public via face-to-face interactions, phone (including outbound campaigns), email, and live chat, with a focus on key student lifecycle activities such as enrolment, results, and onboarding. Additionally, the position supports the Team Leader in managing complex online enquiries, retention initiatives, and outreach campaigns, and requires flexibility to work across different StudentHQ functions and campuses to maintain a student-centric approach. This is a full-time, ongoing position at our Hawthorn campus (onsite role). About You To be suitable for this role you will need to have experience in the below key accountabilities: – Demonstrated, relevant experience in the provision of high quality administrative and support services within a demanding, customer focused environment. – Ability to coach and mentor other team members. – Demonstrated ability to work independently and collaboratively as part of a team. – Demonstrated capacity to conceptualise, develop, review and maintain significant policies and procedures. – Demonstrated high level interpersonal skills, including the ability to liaise effectively with a wide range of internal and external people, and maintain confidentiality. – Demonstrated ability to work under pressure, prioritise tasks, maintain attention to detail, display sound judgement, and to use initiative. – Experience in relating effectively to people from a range of social, cultural and ethnic backgrounds. – Sound knowledge of a range of computer software applications and experience in the maintenance of electronic data and manual records systems. – Demonstrated ability to learn and use effectively a variety of other computer software packages such as the University’s Student Management System and/or library systems. About Swinburne University of Technology Swinburne’s strategy draws upon our understanding of future challenges. We choose to build Swinburne as the prototype of a new and different university – one that is truly of Technology, of Innovation and of Entrepreneurship. We are committed to a differentiated university proposition in education and research. Our Ad Astra strategy is the cornerstone of Swinburne’s bold ambition to lead globally in technology-driven education and research. This strategy positions us to create transformative solutions, empower learners, and partner with industry to thrive in an ever-changing world. What We Offer You! Work your way with flexible working arrangements, including hybrid options and generous parental leave to support a balanced lifestyle. Exclusive staff discounts, including discounted Medibank health insurance, 50% off Swinburne courses and other partner offers. Swinburne offers 17% super and salary