StudentSupportOfficer

Swinburne Open Education is a partnership between Swinburne University of Technology and UP Education, delivering flexible online education designed to help students gain job-relevant skills and nationally recognised qualifications. As part of the UP Education Group, we combine academic quality with innovative digital learning to make higher education more accessible, supporting learners across Australia to upskill, reskill, and achieve their career goals in a rapidly changing workforce. The Student Support Officer is the first point of contact for students, providing timely support and guidance across a range of academic and administrative enquiries. This role is responsible for delivering a positive student experience, maintaining accurate student records, and working collaboratively with internal teams to resolve issues and support student success. Key Responsibilities: * Provide timely and professional support to students via phone, email and CRM platforms, resolving enquiries and requests relating to enrolments, extensions, deferrals, special consideration, reasonable adjustments and general student services. * Maintain accurate student records and documentation within CRM and Student Management Systems, ensuring data integrity and compliance with privacy requirements. * Collaborate with internal stakeholders including Academic, Product and IT teams to resolve student issues, coordinate support services and escalate complex matters where required. * Support student engagement and retention initiatives by identifying at-risk students, assisting with supervised learning activities and contributing to positive student outcomes. * Contribute to continuous improvement by identifying process enhancements, maintaining procedural compliance and actively participating in team initiatives that improve operational efficiency and student experience. ## Qualifications * Previous experience in an administrative, admissions, student services, or customer support role, prefera