OVERVIEW The Student Services Advisor (Campus) at Torrens University Australia is a front-line, student-facing role focused on delivering a consistent, high-quality campus experience for new and existing students. Based on site at the Flinders Street campus in Melbourne, this position plays a central role in resolving a wide range of student enquiries while acting as a liaison across multiple internal teams. The role supports both domestic and international students and contributes directly to student retention, progression, and satisfaction. KEY RESPONSIBILITIES – Act as the primary point of contact for students attending campus with questions or concerns – Deliver end-to-end student enquiry and case management services in line with SLAs and service expectations – Resolve enquiries related to system access, subject selection, student finance, and other matters affecting retention and progression – Escalate complex issues appropriately and remain the main point of contact until resolution – Consult with and maintain relationships with key stakeholders including faculty, Future Students Advisors, Learning Services, Technology Support, Student Records, Academic Administration, Student Finance, and IT – Ensure high-quality, accurate, and timely processing of student enquiries including admissions, enrolment, timetables, transcripts, statements of attainment, and academic processes – Administer international student services including enrolment compliance and COE-related enquiries in line with ESOS legislation and the National Code 2018 – Provide accurate information on tuition fees and invoices, including processing tuition and incidental fee payments – Comply with external regulatory requirements, company policies, and Torrens Global Education’s Code of Conduct – Maintain TEQSA and ASQA standards, Standards for RTOs 2015, and the Higher Education Standards Framework – Apply ESOS Framework requirements related to international student study load and delivery modes REQUIREMENTS – Minimum of 2+ years’ experience in a front-of-house, customer service, or customer experience role – Proven ability to deliver a high-quality customer experience in a fast-paced environment – Confidence and maturity in a student-facing role – Strong interpersonal skills with the ability to build cross-functional relationships – Ability to take ownership of cases and see issues through to resolution – Working knowledge of Salesforce and Microsoft Dynamics (highly regarded) – Understanding of the higher education environment (advantageous but not essential) WHY THIS ROLE MATTERS Student Services Advisors are critical to ensuring that students can navigate academic and administrative processes smoothly, particularly in a growing and diverse university environment. By resolving issues efficiently and accurately, this role directly supports student success, regulatory compliance, and institutional reputation. The position also plays an important role in creating a welcoming, student-centric campus culture. BONUS: APPLICATION ADVICE – Emphasise your customer service experience with concrete examples of handling complex enquiries or complaints – Highlight any exposure to higher education, student services, or regulated environments, even if indirect – Demonstrate your ability to manage multiple cases simultaneously while meeting service standards – If applicable, mention experience working with CRM systems such as Salesforce or Microsoft Dynamics – Show awareness of compliance, accuracy, and confidentiality when supporting students – Convey your motivation for working in a student-centred, purpose-driven educational institution