OVERVIEW The Enrolment Assistant role at the University of Southern Queensland (UniSQ) is a frontline student administration position supporting students to commence and progress in their studies. Based at the Toowoomba, Springfield, or Ipswich campuses, the role offers both full-time and part-time continuing opportunities. It provides a strong entry point or progression role for professionals interested in student services and higher education administration. KEY RESPONSIBILITIES – Provide accurate, timely, and student-centred enrolment advice to prospective and current students. – Support students across the enrolment lifecycle to help them successfully commence and progress in their studies. – Respond to a high volume of student enquiries across multiple channels, including phone, email, chat, and face-to-face interactions. – Aim for first point resolution of enquiries while triaging and escalating more complex matters when required. – Develop capability in enrolment systems, procedures, and program knowledge within the first 6–12 months. – Interpret policies and provide tailored, compliant advice to students. – Contribute to continuous improvement of enrolment processes and more efficient ways of working. – Work collaboratively within a team environment to deliver a seamless and positive student experience. REQUIREMENTS – Customer service experience in a fast-paced, high-volume environment. – Experience delivering service across multiple channels such as phone, email, chat, and face-to-face. – Clear communication skills, with the ability to explain complex information simply. – Strong organisational skills and the ability to manage competing priorities while meeting deadlines. – Accuracy and attention to detail when applying policies and procedures. – Problem-solving skills and sound judgement, including knowing when to escalate issues. – Confidence using administrative systems and working across multiple digital platforms. – A collaborative, student-focused approach to work. – A Certificate or Diploma qualification with relevant work experience in student administration, customer service, or a related field, or an equivalent combination of education and experience. – Right to work in Australia. WHY THIS ROLE MATTERS Enrolment support is a critical touchpoint in the student journey, influencing access, retention, and overall student success. By delivering accurate advice and empathetic service, Enrolment Assistants help reduce barriers to higher education and support informed decision-making. This role directly contributes to a positive student experience and the effective functioning of university enrolment operations. BONUS: APPLICATION ADVICE – Clearly demonstrate your experience in customer service or student administration, particularly in high-volume or time-sensitive environments. – Use examples that show how you have communicated complex information clearly and empathetically to diverse audiences. – Highlight your ability to manage competing priorities while maintaining accuracy and compliance. – Address your experience with digital systems and working across multiple service channels. – Align your application with UniSQ’s values of respect, integrity, and excellence by referencing how these guide your professional practice. – In your statement, directly respond to the attributes outlined in the “Who you are” and “What will help you succeed” sections of the role description.