OVERVIEW The Student Support Services Officer role at JB Hunter Technology is a full-time position (with some flexibility) based in Newcastle, Australia, offering a hybrid work arrangement. The role sits within a growing administration team and focuses on delivering high-quality student support and administrative services within a Registered Training Organisation (RTO) operating across multiple states. It is well suited to professionals seeking hands-on experience in vocational education and training (VET), particularly within state-funded training environments. KEY RESPONSIBILITIES – Provide high-quality customer service and frontline support to students via phone, email, and online platforms – Guide students through enrolment processes, eligibility checks, and onboarding requirements – Assist with scheduling training, enrolment confirmations, training plans, and monitoring course progress – Maintain accurate and up-to-date records in the student management system and learning platforms – Liaise with trainers, assessors, and employers to support student engagement and retention – Monitor student progress, identify potential issues, and provide proactive follow-up and support – Respond to student enquiries regarding course requirements, assessments, and available support services – Contribute to the continuous improvement of student support systems and service delivery processes – Lodge state-specific AVETMISS reports in line with funding and compliance requirements REQUIREMENTS – Previous experience in student support, administration, or customer service – Experience within an RTO or VET environment – Experience administering state-based training contracts and compliance requirements – Familiarity with NSW Smart and Skilled funding arrangements – Strong communication and interpersonal skills with a friendly and empathetic approach – High attention to detail, with strong time management and organisational skills – Proficiency in Microsoft Office and student management systems such as aXcelerate, VETtrak, or similar platforms – Ability to work independently as well as collaboratively within a team – Understanding of the needs of adult learners and apprentices or trainees in trade industries WHY THIS ROLE MATTERS Student Support Services Officers play a critical role in ensuring learners can successfully navigate their training journey, particularly in complex, compliance-driven VET environments. By providing accurate guidance, timely support, and proactive follow-up, this role directly contributes to student engagement, retention, and successful course completion. Strong student support also underpins the organisation’s ability to meet funding, quality assurance, and regulatory obligations. BONUS: APPLICATION ADVICE – Clearly demonstrate your experience in student administration or customer service, especially within education or training settings – Highlight any direct involvement with RTO compliance, AVETMISS reporting, or state-funded training contracts – Provide examples that show your ability to manage multiple tasks accurately while meeting deadlines – Emphasise your communication skills and experience supporting diverse learner cohorts, including adult learners or apprentices – Mention familiarity with student management systems and how you have used them to maintain accurate records – If applying from outside the immediate region, address your ability to work effectively in a hybrid or remote team environment