The Student Experience Coordinator is the School of Health's student-facing voice through the enrolment journey and across the course. The role carries the student from an issued Letter of Offer to a confirmed acceptance, through commencement and orientation, and then stays with them — monitoring participation and progression, coordinating academic and wellbeing support, and following up the students across the student lifecycle.

The position reports to the National Operations and Placement Manager and works as part of the National Enrolment Compliance Team with a shared approach so enrolment-journey tasks are covered consistently across allocations.

Alongside the enrolment-journey allocation, the role owns the student experience work of the School in its state — academic support activities, wellbeing and engagement initiatives, coaching conversations, orientation and graduation events — and is an active member of the Retention Squad, working with the Head of Discipline, educators and course coordinators on the students identified as at risk.

This role coordinates the workflow, supports the student, records what was done and escalates what it cannot resolve.

Key Responsibilities are

1. Students first point of contact

- Act as a key point of contact for students throughout their course journey, managing incoming enquiries by phone, email and the student support channels.
- Provide timely, accurate information on admission requirements, application and enrolment processes, course commencement, orientation, support services and institutional systems, using approved information only.
- Help students navigate the systems and processes they need to use — enrolment, e-learning, assessment submission, placement requirements and support requests.
- Build positive, professional relationships with students that make it easy for them to ask for help early.
- Refer complaints and appeals received directly to the Quality inbox on the same business day so they are registered and risk-rated by the Enrolment and Placement Compliance Lead and support the student through the process without pre-empting its outcome.
- Maintain accurate records of student interactions, support activities and outcomes in approved systems.

2. Student wellbeing and engagement





- Develop and coordinate student wellbeing initiatives for the School of Health in the state, including planning, implementing and evaluating the monthly student support and wellbeing themes.
- Organise and facilitate orientation programs, welcome sessions, student engagement activities, wellbeing campaigns and graduation ceremonies.
- Promote student resilience, wellbeing, inclusion and a sense of belonging, and maintain a visible presence on campus so students know who to approach.
- Provide information and referrals to appropriate internal and external wellbeing and support services and identify where a reasonable adjustment or support plan is needed and refer it for approval.
- Escalate disclosures involving risk of harm, safeguarding, or reportable conduct immediately, and never hold a matter of that kind within the role.
- Evaluate wellbeing and engagement activity on participation and student feedback, not on activity delivered.

3. Coaching and student development

- Coordinate and schedule student coaching and support conversations across the cohort cycle.
- Support students to identify personal, academic and career development goals, and encourage participation in development opportunities and support programs.
- Record action plans arising from coaching conversations and follow up on progress against them.
- Refer matters that fall outside general coaching — academic determinations, clinical capability, mental health treatment, financial hardship — to the appropriate person or service.

4. Participation, progression monitoring and retention

- Monitor student participation, progression and overall experience across all School of Health qualifications in the state, using Ax, e-learning participation and learner analytics data.
- Identify students requiring additional support early and initiate the appropriate contact, support or referral.
- Contribute to retention as an active member of the Retention Squad,



bringing the student-facing view of why students are at risk and what would actually help.
- Deliver the student-facing side of the retention and student success initiatives owned by the Student Lifecycle Manager — early-engagement campaigns, milestone check-ins, placement preparation and re-engagement of lapsed students.
- Report retention risks, patterns and outcomes to the National Operations and Placement Manager and the Retention Squad, with the intervention taken and its result.

Selection Criteria

Essential

- Student support experience: demonstrated experience supporting students, clients or learners in an education, health, training or community services environment.
- Follow-up and conversion discipline: proven ability to run structured, persistent follow-up by phone, SMS and email, and to close matters out rather than leaving them open.
- Relationship and communication skills: excellent interpersonal, written and verbal communication; able to explain requirements clearly, hold difficult conversations kindly, and build trust quickly with a diverse student cohort.
- Support needs identification: ability to recognise academic, wellbeing and engagement risk early and implement or refer the appropriate support strategy.
- Program and event coordination: experience coordinating programs, workshops, support services or events end-to-end, including promotion, logistics and evaluation.
- Administration and records: strong organisational and administrative skills, with accurate record-keeping and the discipline to record what was done, when and by whom.

Desirable

- Relevant qualification in education, health, student services, community services, counselling or a related discipline.
- Experience in higher education, vocational education or health education environments.
- Knowledge of student retention, progression and academic intervention practice.
- Understanding of health education programs and clinical placement environments.
- Experience providing coaching, mentoring or academic support services.
- Working knowledge of the 2025 Standards for RTOs, particularly the VET student support obligations.

Pay: $90,000.00 – $91,000.00 per year

Perks

- Employee discount
- Employee mentoring program

Work Location: In person

📌 Student Experience Coordinator (Northbridge)
🏢 School of Health
📍 Northbridge