OVERVIEW RMIT University is seeking a Prospective Student Officer for a full-time continuing position based at the Melbourne CBD campus, with potential work across other university campuses. The role focuses on supporting prospective domestic and international students by providing personalised advice about programs, services, and study pathways. As part of the Study@RMIT team, the successful candidate will contribute to student recruitment and conversion efforts through customer-focused engagement across multiple communication channels. The position combines student engagement, recruitment support, and customer service within a fast-paced environment. The role also requires maintaining accurate records in the university’s CRM system while working toward recruitment and service KPIs. KEY RESPONSIBILITIES – Act as one of the first points of contact for prospective domestic and international students – Represent RMIT University and promote study opportunities and pathways – Deliver customer service through inbound and outbound interactions – Provide personalised advice using a consultative and needs-based approach – Promote tailored education solutions as a subject matter expert – Manage enquiries across phone, email, live chat, social media, face-to-face interactions, and emerging digital platforms – Achieve student recruitment and conversion targets – Maintain accurate, timely, and compliant records within the university CRM system – Support prospective students throughout the enquiry and recruitment process – Work within a rostered call centre environment – Collaborate as part of the Study@RMIT and broader Experience function teams REQUIREMENTS – Demonstrated experience as a proactive team member responding to client needs – Experience measured through lead generation, conversion to application, and positive customer feedback – Proven experience in an acquisition, sales, or recruitment environment – High-level written and verbal communication skills – Ability to interact confidently with clients from diverse backgrounds – Ability to manage difficult client expectations successfully – Experience using CRM systems to capture lead and case data – Ability to use multiple systems simultaneously – Ability to work effectively under pressure while meeting KPIs – Ability to interpret complex information and communicate effectively with individuals at all levels – Comfort working in a call centre environment and adhering to a roster – Willingness to complete a Working with Children Check and National Police Check WHY THIS ROLE MATTERS Prospective Student Officers play an important role in helping students navigate higher education options and access accurate information about study pathways. The position supports institutional recruitment goals while contributing to a positive and informed student experience from the earliest stages of engagement. Within international and domestic student recruitment, effective communication and relationship management are essential for building trust and supporting informed decision-making. This role contributes to RMIT’s broader student experience and engagement strategy across multiple markets and communication channels. BONUS: APPLICATION ADVICE – Tailor your cover letter to the key selection criteria outlined in the position description – Highlight measurable outcomes such as recruitment targets, lead conversions, or customer satisfaction results – Include examples of working with CRM systems and managing enquiries across multiple communication channels – Demonstrate experience supporting clients or students from diverse cultural and educational backgrounds – Emphasise