Student Support Officer

We are seeking an experienced, proactive Student Support Officer to deliver high-quality, evidence-based learner support across the student lifecycle. This role combines frontline student case management, compliance-focused administration, and active contribution to continuous improvement so Colleges meets regularity standards and practice guides.

You will: be the primary contact for learners; manage LLND, reasonable adjustments and wellbeing referrals; own key learner registers; lead ASQA evidence collection tasks for learner files; coordinate validation and SME review activities; and work closely with trainers, assessors and compliance to maintain credential integrity.

• Serve as first point of contact for prospective and current learners (phone, email, LMS), triaging enquiries and escalating complex matters.
• Conduct structured pre-enrolment checks and LLND diagnostics within 3 business days; recommend and document reasonable adjustments.
• Case-manage at-risk learners: create, document and monitor individualised intervention plans and evidence of follow-up.
• Maintain accurate learner records in the LMS and ensure AVETMISS and RTO data integrity for all reporting cycles.
• Coordinate enrolments, withdrawals, deferrals and competency-based progress recording; ensure volume-of-learning and unit entry requirements are communicated to learners.
• Manage complaints, appeals and academic integrity cases: maintain separate registers, track SLAs and ensure principles are followed.
• Lead initial RPL intake: support applicants to collate evidence, prepare assessor briefs and track RPL decision timelines.
• Prepare learner evidence packs and coordinate ASQA/internal audit requests — collate assessment tools, validation records, mapping matrices and trainer sign-offs.
• Coordinate and schedule assessment validation panels (including SME recruitment), prepare agendas and capture actions; maintain the Validation Register.
• Work with Training & Assessment Lead to map learning resources and assessments to current unit requirements and record SME reviews.
• Monitor trainer currency and CPD compliance; notify HR of gaps and support CPD scheduling and recordkeeping.
• Manage workplace placement processes (agreements, supervisor forms, WHS checks), and support workplace assessment logistics and evidence collection.
• Maintain and update learner support resources (wellbeing, referral partners, counselling, disability services) and ensure accessibility of support materials.
• Support marketing & enrolment materials review to ensure pre-enrolment information is accurate and compliant (entry requirements, fees, volume-of-learning).
• Maintain registers related to fees/refunds, equipment/facility access, and student feedback; input actions into the Continuous Improvement register.
• Deliver short internal briefings/training for trainers and admin staff on LLND screening, reasonable adjustments, complaints handling and SRTO 2025 obligations.
• Perform other duties related to learner services and compliance as required.

• Education Support or equivalent learner-support experience.
• Minimum 2 years' experience in learner services environment.
• Practical experience with an LMS.
• Excellent written and verbal communication, case management and record-keeping skills.
• Strong organisational skills with ability to prioritise and manage multiple matters concurrently.

• Remote working arrangements
• Ongoing professional development training & support
• Probationary period only 3 months
• Full HMO coverage from Day 1 + 1 more family member with extra coverage
• 20+ leave credits
• Transport allowance
• 13th month pay + 2 weeks extra pay and time off in December
• Birthday gifts
• Loyalty rewards
• Company-provided gear
• Get employed by the company as a Full Timer not on a Contract where you don't have a Job Security