OVERVIEW The Student Services Specialist at the International College of Management, Sydney (ICMS) plays a central role in supporting students throughout their entire education lifecycle. Based at the Manly campus Student Centre, this position combines high-quality customer service with accurate student administration in a regulated higher education environment. The role interacts daily with students, staff, and external stakeholders, both in person and through digital communication channels. KEY RESPONSIBILITIES – Deliver exceptional customer service to students and external stakeholders via phone, email, and in person – Manage incoming calls by answering, screening, and directing enquiries to the appropriate department – Maintain accurate and up-to-date student records in the Student Management System and CRM, such as Avantis and Salesforce – Ensure all student communications are promptly recorded and documented – Administer student lifecycle processes including enrolments, timetable support, leave of absence, withdrawals, course changes, and document requests – Provide clear and timely communication to individuals and student cohorts regarding academic requirements and progression – Follow institutional policies, procedures, and legislative requirements in all communications and documentation – Support general administrative tasks as required REQUIREMENTS – Experience in a student services or customer service environment – Strong service ethic and a desire to help others – Understanding of student administration and student services – Ability to adapt and master Student Management Systems and governmental regulatory portals such as PRISMS – Current Working with Children Check or application in progress – Strong sense of ownership and self-motivation – Strong interpersonal, communication, and administrative skills – Ability to empathise and communicate effectively with students from diverse backgrounds – Process-driven approach with the ability to remain calm under pressure – Australian citizenship, permanent residency, or an appropriate visa with full working rights issued by the Department of Home Affairs – First Aid qualification (preferred but not essential) – Second language capability (preferred but not essential) – Understanding of regulatory and legislative frameworks relevant to tertiary education, such as ESOS and TEQSA Higher Education Standards (preferred but not essential) WHY THIS ROLE MATTERS Student Services Specialists are often the first point of contact for students and play a critical role in shaping their overall experience. By ensuring accurate administration, timely communication, and regulatory compliance, this role supports both student success and institutional integrity. Effective student services help create a supportive and inclusive learning environment that enables students to progress confidently through their studies. BONUS: APPLICATION ADVICE – Tailor your cover letter to demonstrate hands-on experience in student administration or customer service within an education setting – Highlight your familiarity with student management systems, CRMs, or regulatory portals, even if gained in a different institution or role – Provide examples that show empathy, cultural awareness, and effective communication with diverse student cohorts – Emphasise your ability to manage multiple enquiries while remaining organised and calm under pressure – If applicable, mention any exposure to ESOS, TEQSA, or compliance-driven environments to strengthen your application – Apply early, as applications are assessed on a rolling basis with no fixed closing