OVERVIEW The Enrolment Assistant role at the University of Southern Queensland (UniSQ) is a frontline student administration position focused on helping students successfully commence and progress in their studies. Working within a collaborative enrolment team, this role supports students across multiple campuses and communication channels. It offers both part-time and full-time continuing opportunities and provides a strong foundation for building a career in higher education administration. KEY RESPONSIBILITIES – Provide accurate, timely and student-centred enrolment advice to prospective and current students. – Support students across multiple channels, including phone, email, chat and face-to-face interactions. – Act as a first point of contact for enrolment-related enquiries, aiming for first point resolution where possible. – Triage and escalate more complex enquiries appropriately, using judgement and established processes. – Manage a high volume of enquiries while maintaining accuracy, quality and compliance. – Develop capability in enrolment systems, procedures and program knowledge within the first 6–12 months. – Interpret and apply policies to provide tailored and compliant advice to students. – Contribute to continuous improvement of enrolment processes and more efficient ways of working. – Work collaboratively within a team environment to support positive student outcomes. 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 and empathetically. – Strong organisational skills and ability to manage competing priorities while meeting deadlines. – High level of 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 and 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 plays a critical role in student access, progression and retention in higher education. As an Enrolment Assistant, the quality of advice and support you provide directly influences students’ confidence in navigating university systems and making informed decisions. This role helps ensure equitable access to higher education and contributes to a positive, compliant and student-centred university experience. BONUS: APPLICATION ADVICE – Carefully address the “Who we’re looking for” criteria in your written statement, using clear examples from your customer service or student administration experience. – Demonstrate your ability to manage high volumes of enquiries while maintaining accuracy and a student-focused approach. – Highlight experience working across multiple communication channels and digital systems. – Provide examples that show your judgement in resolving issues independently and escalating appropriately. – Emphasise your motivation to support student success and access to higher education. – Ensure your application clearly confirms your eligibility to work in Australia and follows the requested format and page limits.