Torrens University Australia – Brisbane QLD

Student Services Team Leader

Student Services | Campus Experience | Student Support

Aboutthe Opportunity

Are you an experienced student services leader who is passionate about delivering exceptional, student-centredsupport?

As a Student Services Team Leader,you'lllead a team of Student Services Advisors at our Brisbane campus, providing high-quality support to new and existing students through face-to-face interactions and online platforms. Reporting to the Student Services Manager (Campus),you'lloversee day-to-day service delivery, meet agreed servicelevelsand help ensure students receivea consistent, best-in-class experience.

This is a student-facing, campus-based role for a people-focused leader who can balance coaching and development withaccurate,timelyand target-driven service delivery. You will work closely with Campus Operations and teams across the University to resolve complex enquiries, improveprocessesand support a respectful, high-performing culture.

Ifyou'rea calm,organisedand collaborative leader who enjoys making a visible difference to students,we'dlove to hear from you.

What'sin it for you

12-month fixed-term, full-time opportunity based at our Brisbane campus

Lead and develop a team that makes a direct impact on the student experience

Work across Student Services, Campus Operations, academicteamsand specialist support areas

Join Australia's largest private university and a purpose-ledorganisation

What You'll Do

You'll lead the campus-based Student Services team while supporting a positive,responsiveand student-centredexperience for everyone who studies at Torrens UniversityAustralia.

Responsibilities include:

- Supervise Student Services Advisors (Campus) and oversee customer service processes in line with TGE procedures,policiesand service line agreements.
- Meet KPIs and service levels for customer experience and satisfaction, ensuring student enquiries are handled accurately and within agreedtimeframes.
- Support the team with student enquiries whenrequired, resolve complexissuesand elevate matters appropriately.
- Coordinate large-scale administrative tasks and contribute to continuous improvement activities that supportaccurate,



compliant student records and service delivery.
- Support the Student Services Manager (Campus) to roll out new processes andprocedures, andactivelyidentifyopportunities to improvethe studentexperience.
- Provide international student administration support, includingenrolmentcompliance and visa/CoEenquiries, in line with external regulatory requirements and company policies. Staff must not providevisaor migration advice.
- Provideaccurateinformation for tuitionfeeand invoice enquiries, including processing payments of tuition fees and incidental fees.
- Analysestudent feedback across relevant channels toidentifyservice enhancements and positively influence Net Promoter Score, Student EffortScoreand Student Satisfaction Score.
- Maintain strong stakeholder relationships andparticipatein team meetings, events,Orientationand Information Sessions asrequired.

Leadership responsibilities include:

- Lead,directand develop a high-performing team focused on accountability, efficiency,accuracyand service to students.
- Support recruitment, workforce planning, succession planning, capabilitydevelopmentand resource risk management.
- Drive engagement through regular communication, coaching, team meetings, 1:1s, professional development support and action planning.
- Complete performance management activities whenrequired, including goal setting,monitoringand formal feedback conversations.
- Build collaborative relationships across the University, model positive leadership and actively support company initiatives.

Skills & Experience

Must Have

- Bachelordegree in a related field (Business/Commerce) is preferred.
- 5+ years of experience in administrative support roles, preferably in a higher education environment.
- Prior leadership or management experience, with a demonstrated ability to coach and develop a team.
- Working knowledge of the Higher Education Support Act,



ESOS Act (2000), National Code 2018 and PRISMS and/or tertiary education student records systems is preferred.
- Proficiencyin Excel and the ability to work confidently across multiple systems and platforms.
- Strong student or customer service and engagement skills, with excellent written and verbal communication.
- Excellent self-directed time management,organisationandprioritisationskills, with the ability to meet strict deadlines in a fast-paced environment.
- The ability to work autonomously, take initiative, follow policies and procedures, andidentifywhen to escape an issue or seek support.
- A proactive, reliable approach, strong attention to detail,honestyanda high levelof integrity.
- Availability to work in line with campus operating hours, including occasional out-of-hours or weekend work whenrequired.

Applicationsclose:18thSeptember 2026

Once you apply, we'll keep you updated throughout the recruitment process.

Hiring Process

- Application Review
- Interview(s)
- Reference & Background Checks
- Offer

Should you have accessibility requirements or needs, please contact ***************@torrens.edu.au for confidential support to ensurean equitable, barrier-free application process.

About Torrens University Australia

At Torrens University Australia,we'retransforming lives through education. As a Certified B Corporation,we'recommitted to making a positive impact by providing industry-relevant education that helps students build meaningful careers.

Our Student Services team playsan important rolein creating accessible,responsiveand supportive experiences that help students connect,participateand thrive throughout their studies.

Our Culture

Our people are passionate about innovation,collaborationand creating exceptional student experiences.

We foster an inclusive, high-performing workplace where ideas are valued, initiative isencouragedand professional growth is supported.You'llwork with colleagues across the University who are committed to making a positive difference for students and the communities we serve.

Ifyou'relooking to build your career while helping students succeed,we'dlove to hear from you.

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📌 Student Services Team Leader (Campus) (Brisbane City)
🏢 Torrens University Australia
📍 Brisbane City