Job Description
Torrens University Australia – Brisbane QLD
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Student Services Team Leader
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Student Services | Campus Experience | Student Support
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Aboutthe Opportunity
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Are you an experienced student services leader who is passionate about delivering exceptional, student-centredsupport?
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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.
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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.
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Ifyou'rea calm,organisedand collaborative leader who enjoys making a visible difference to students,we'dlove to hear from you.
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What'sin it for you
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12-month fixed-term, full-time opportunity based at our Brisbane campus
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Lead and develop a team that makes a direct impact on the student experience
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Work across Student Services, Campus Operations, academicteamsand specialist support areas
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Join Australia's largest private university and a purpose-ledorganisation
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What You'll Do
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You'll lead the campus-based Student Services team while supporting a positive,responsiveand student-centredexperience for everyone who studies at Torrens UniversityAustralia.
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Responsibilities include:
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Supervise Student Services Advisors (Campus) and oversee customer service processes in line with TGE procedures,policiesand service line agreements.
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Meet KPIs and service levels for customer experience and satisfaction, ensuring student enquiries are handled accurately and within agreedtimeframes.
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Support the team with student enquiries whenrequired, resolve complexissuesand elevate matters appropriately.
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Coordinate large-scale administrative tasks and contribute to continuous improvement activities that supportaccurate,



compliant student records and service delivery.
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Support the Student Services Manager (Campus) to roll out new processes andprocedures, andactivelyidentifyopportunities to improvethe studentexperience.
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Provide international student administration support, includingenrolmentcompliance and visa/CoEenquiries, in line with external regulatory requirements and company policies. Staff must not providevisaor migration advice.
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Provideaccurateinformation for tuitionfeeand invoice enquiries, including processing payments of tuition fees and incidental fees.
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Analysestudent feedback across relevant channels toidentifyservice enhancements and positively influence Net Promoter Score, Student EffortScoreand Student Satisfaction Score.
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Maintain strong stakeholder relationships andparticipatein team meetings, events,Orientationand Information Sessions asrequired.
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Leadership responsibilities include:
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Lead,directand develop a high-performing team focused on accountability, efficiency,accuracyand service to students.
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Support recruitment, workforce planning, succession planning, capabilitydevelopmentand resource risk management.
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Drive engagement through regular communication, coaching, team meetings, 1:1s, professional development support and action planning.
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Complete performance management activities whenrequired, including goal setting,monitoringand formal feedback conversations.
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Build collaborative relationships across the University, model positive leadership and actively support company initiatives.
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Skills & Experience
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Must Have
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Bachelordegree in a related field (Business/Commerce) is preferred.
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5+ years of experience in administrative support roles, preferably in a higher education environment.
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Prior leadership or management experience, with a demonstrated ability to coach and develop a team.
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Working knowledge of the Higher Education Support Act, ESOS Act *****), National Code **** and PRISMS and/or tertiary education student records systems is preferred.
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Proficiencyin Excel and the ability to work confidently across multiple systems and platforms.
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Strong student or customer service and engagement skills, with excellent written and verbal communication.
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Excellent self-directed time management,organisationandprioritisationskills, with the ability to meet strict deadlines in a fast-paced environment.
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The ability to work autonomously, take initiative, follow policies and procedures, andidentifywhen to escape an issue or seek support.
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A proactive, reliable approach, strong attention to detail,honestyanda high levelof integrity.
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Availability to work in line with campus operating hours, including occasional out-of-hours or weekend work whenrequired.
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Applicationsclose:18thSeptember ****
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Once you apply, we'll keep you updated throughout the recruitment process.
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Hiring Process
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Application Review
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Interview(s)
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Reference & Background Checks
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Offer
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Should you have accessibility requirements or needs, please contact ****** for confidential support to ensurean equitable, barrier-free application process.
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About Torrens University Australia
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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.
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Our Student Services team playsan significant rolein creating accessible,responsiveand supportive experiences that help students connect,participateand thrive throughout their studies.
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Our Culture
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Our people are passionate about innovation,collaborationand creating exceptional student experiences.
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We foster an inclusive, high-performing environment 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.
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Ifyou'relooking to build your career while helping students succeed,we'dlove to hear from you.
#J-*****-Ljbffr

📌 Student Services Team Leader (Campus) (Queensland)
🏢 Torrens University Australia Employees, Location, Alumni
📍 Queensland