Senior Student Support Officer

Company Description:

Traxion Training is an innovative Registered Training Organisation specializing in training for the Community Services sector. We empower people to make a difference by building confidence and competence through our transformative educational products. Our mission is to deliver powerful educational solutions that transform the mind and behavior of individuals. We are guided by our core values of Care, Commitment, Collaboration, and Innovation.

About this Role:

As part of the Student Support Officers (SSO) Team, you will assist RPL students through their journey, ensuring accurate review and sign-off of evidence, auditing submitted Assessment Kits, and collaborating with other SSOs. Strong communication skills are essential for conducting Competency Conversation Questionnaires (CCQs) and Employer Conversations, while attention to detail and organisational skills are key for effective follow-up and support.

Successful candidates will receive training to conduct assessments for Australian students, equipping them to become qualified assessors.

Competencies and Qualifications:
-Professional telephone manner
-Strong communication skills, with the ability to converse naturally and effectively
-Excellent time management and organisation skills
-Advanced technical skills including MS Office (Teams, Word, Excel, PowerPoint, Outlook, Office365)
-Accuracy, attention to detail, and a methodical approach
-Great listener, excellent negotiation and persuasion skills
-Great ability to develop and maintain effective relationships
-Highly proficient in engaging and building rapport with students and employers from diverse backgrounds

Responsibilities:
-On-board students through conducting a Welcome call
-Send Welcome email to students and their Third-Party person
-Ensure student progression tracker is updated real-time and with accurate information
-Ensure that data is accurately entered and managed in our CRM (aXcelerate)
-Conduct fortnightly check ins with students to see how they are progressing and provide support if required
-Promptly respond to assessor and student enquiries received
-Follow-up, collect, audit and upload student evidence into our CRM
-Upon receiving sections of students work, conduct audit prior to uploading
-Identify opportunities, make recommendations in conjunction with your team and with guidance from your manager, implement improvements to processes, systems, and work practices
-Efficient monitoring of email inbox and shared mailbox
-Conduct pre-audit check of students work prior to student being submitted to the grading team
-Conduct Competency Conversation Questionnaires (CCQ) or student interviews
-Conduct Employer Conversations
-Review, evaluate, and audit collected evidence and components of the Assessment Kit to ensure accuracy, completeness, and compliance with required standards, then approve and sign off as complete.
-Collaborate with other SSOs in the same manner as Australian-based assessors to ensure consistent and effective assessment processes.
-Exercise full authority to finalize assessments, except when restricted by qualification type.
-Meet KPI's
-Update Assessors' spreadsheet weekly
-Support SSO team with workload in a team members absence
-Other tasks as assigned by the SSO Manager

To be Successful in this Role You Will Need:
-Experience/background in any type of customer service is highly desirable
-A nurturing character, genuine interest in helping people
-Highly self-motivated with the ability to work fast
-A team player, very good organisational and multi-tasking skills
-At least 1 year of experience in Disability, Childcare, or Community Services is a must

Job Type: Full-time

Benefits:
Work from home

Schedule:
Monday to Friday