About the Role 

You will:

• Provide timely and accurate assistance to students regarding course requirements, assessments, and training pathways.
• Identify students needing additional support and coordinate appropriate referrals or interventions.
• Support student engagement, retention, and completion outcomes.
• Help students understand their rights and responsibilities under RTO policies.
• Promote a positive learning experience by assisting students with their engagement and participation.
• Contribute to effective training programs through appropriate counselling and flexible learning strategies.
• Maintain accurate and confidential student records in the Student Management System (SMS).
• Record student interactions, support interventions, and outcomes via individual learning plans.
• Assist with enrolment, progression tracking, and completion processes as needed.
• Ensure documentation is stored and managed in accordance with RTO procedures.
• Support compliance with the Standards for RTOs (2025) and relevant funding requirements.
• Follow policies related to student support, access and equity, complaints and appeals, and privacy.
• Assist with internal audits and continuous quality improvement activities.
• Identify and escalate compliance or student welfare concerns.
• Respond to student enquiries via phone, email, and in person.
• Engage with trainers, assessors, compliance staff, and administrative teams to align on student
• Communicate clearly and professionally with diverse student cohorts.
• Develop and facilitate information sessions related to student support.
• Contribute to a collaborative team environment and participate in meetings and improvement initiatives.

About You 

You bring:

• Qualification in counselling, education, training, community services, or related field
• Experience in a student support, administration, or customer service role (RTO or education environment preferred)
• Understanding of student support requirements under the Standards for RTOs (2025)
• Experience working with diverse student cohorts
• Experience using Student Management Systems
• Proficiency in Microsoft Office, Student Management Systems (SMS) and reporting tools.
• Ability to work with Aboriginal communities and people, while respecting cultural values and ways of doing business. 
• Proven ability to work with minimum supervision and under broad direction, to identify performance outcomes, work plan activities and set priorities to achieve training objectives and meet deadlines.
• Ability to work effectively as part of a team.
• Strong attention to detail and high level of accuracy
• Excellent organisational and time management skills
• Strong written and verbal communication skills
• Professional, student-focused approach
• Empathetic, student-focused approach
• Ability to manage sensitive information with discretion