Job Description

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'll lead 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'll oversee day-to-day service delivery, meet agreed service levels and help ensure students receive a 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 with accurate, timely and target-driven service delivery. You will work closely with Campus Operations and teams across the University to resolve complex enquiries, improve processes and support a respectful, high-performing culture.

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If you're a calm, organised and collaborative leader who enjoys making a visible difference to students, we'd love to hear from you.

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What's in it for you

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- 12-month fixed-term, full-time prospect 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, academic teams and specialist support areas
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- Join Australia's largest private university and a purpose-led organisation
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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, responsive and student-centred experience for everyone who studies at Torrens University Australia.

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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, policies and 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 agreed timeframes.
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- Support the team with student enquiries when required, resolve complex issues and elevate matters appropriately.
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- Coordinate large-scale administrative tasks and contribute to continuous improvement activities that support accurate, compliant student records and service delivery.
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- Support the Student Services Manager (Campus) to roll out new processes and procedures, and actively identify opportunities to improve the student experience.
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- Provide international student administration support, including enrolment compliance and visa/CoE enquiries, in line with external regulatory requirements and company policies. Staff must not provide visa or migration advice.
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- Provide accurate information for tuition fee and invoice enquiries, including processing payments of tuition fees and incidental fees.
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- Analyse student feedback across relevant channels to identify service enhancements and positively influence Net Promoter Score, Student Effort Score and Student Satisfaction Score.
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- Maintain strong stakeholder relationships and participate in team meetings, events, Orientation and Information Sessions as required.
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Leadership responsibilities include:

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- Lead, direct and develop a high-performing team focused on accountability, efficiency, accuracy and service to students.
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- Support recruitment, workforce planning, succession planning, capability development and 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 when required, including goal setting, monitoring and 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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- Bachelor degree 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 (2000),



National Code 2018 and PRISMS and/or tertiary education student records systems is preferred.
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- Proficiency in 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, organisation and prioritisation skills, 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, and identify when to elevate an issue or seek support.
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- A proactive, reliable approach, strong attention to detail, honesty and a high level of integrity.
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- Availability to work in line with campus operating hours, including occasional out-of-hours or weekend work when required.
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Applicationsclose:18thSeptember 2026

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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 [email protected] for confidential support to ensure an equitable, barrier-free application process.

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About Torrens University Australia

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

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Our Student Services team plays an important role in creating accessible, responsive and supportive experiences that help students connect, participate and thrive throughout their studies.

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Our Culture

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

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

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If you're looking to build your career while helping students succeed, we'd love to hear from you.

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If you require a reasonable accommodation to complete our application process, please contact our Human Resources Department at [email protected]

📌 Student Services Team Leader (Campus) (Queensland)
🏢 Laureate Australia
📍 Queensland