OVERVIEW Kaplan Business School is recruiting two permanent full-time Student Experience Officers for its Perth campus in Western Australia. This role focuses on delivering a high-quality student experience by supporting students throughout their academic journey, providing pastoral care, and assisting with welfare and academic-related matters. The position involves collaboration with academic and operational teams to ensure students receive responsive, accurate, and supportive service both on campus and online. KEY RESPONSIBILITIES – Serve as the first point of contact for students on campus and online, providing welcoming and supportive assistance. – Deliver high-quality customer service and accurate advice regarding programs, services, and academic progression. – Coordinate and deliver student events including Orientation and Graduation. – Contribute to the Student Ambassador Program and support student representation initiatives. – Support students with academic performance, attendance, welfare concerns, deferrals, withdrawals, and course changes. – Assist international students in adjusting to Australian culture and academic life. – Manage and maintain the student portal with current information related to pastoral care and support services. – Communicate professionally with students through email, phone, and in-person interactions. – Respond to student enquiries in a timely manner. – Collaborate with academic staff regarding student performance concerns and escalate issues when appropriate. – Foster a positive, student-focused team culture. – Ensure compliance with policies and contribute to a safe and inclusive workplace. REQUIREMENTS – Positive and supportive communication style. – Experience working with a variety of stakeholders. – Knowledge of legislation and frameworks relevant to international students, including the ESOS Framework and National Code. – Strong organisational skills and ability to manage multiple activities with minimal supervision. – Excellent verbal and written communication skills. – Proficiency in Microsoft Office. – Ability to quickly learn new systems. – Self-starter mindset with strong attention to detail and professional demeanour. – Flexibility to work rostered shifts between 8:00 am and 8:30 pm, Monday to Friday. – Ability to work collaboratively across campus and wider business teams. WHY THIS ROLE MATTERS Student Experience Officers play an important role in supporting student engagement, wellbeing, and academic success in higher education environments. In institutions serving international students, these professionals help students navigate unfamiliar systems, adjust to new cultural and academic expectations, and access appropriate support services. Effective student support contributes to retention, satisfaction, and a positive campus community. BONUS: APPLICATION ADVICE – Highlight any experience supporting students, customers, or diverse communities in education or service-based environments. – Demonstrate your understanding of international student regulations and compliance frameworks where applicable. – Provide examples of how you have managed competing priorities while maintaining strong attention to detail. – Emphasise communication skills across email, phone, and face-to-face interactions. – Include examples of teamwork and collaboration with multiple stakeholders or departments. – Prepare to discuss your approach to student welfare, customer service, and creating inclusive environments during interviews.