UWA College 

UWA College is The University of Western Australia’s new pathway college.  Designed to prepare international students for success at UWA, students benefit from a tailored learning experience across a range of Foundation and Diploma programs, providing the ideal preparation and a packaged pathway to continue their studies at UWA. 

UWA College is operated and run under contract to the University by INTO University Partnerships.  INTO is an organisation working in partnership with 24 leading universities in the UK, USA, and Australia.  Investing in the development of world-class international student centres, INTO specialises in preparing students for undergraduate and postgraduate study. 

Reporting line

The Student Services Officer reports to the U18’s and Life Skills Coordinator, UWA College.

Job dimensions

To provide a professional and welcoming front of house service for the student body of students, staff and visitors and be the first point of contact for all internal and external customers.

You will also be responsible for effectively assisting and resolving often complex students, staff and public queries and actively promoting and building good working relationship with UWA college staff.

Working as part of a small team as well as possessing the ability and willingness to multi-task is important, as is the desire to deliver a high standard of service to all our stakeholders while working to continually enhance the student experience for UWA College students.

As the first point of contact for students and stakeholders, exemplary customer service skills are key to building successful relationships within UWA, internally across the INTO organisation and with external stakeholders.

Key accountabilities and duties

• Mentor and empathetically assist in the pastoral care of students in regard to all aspects of their student journey.
• Promote well-being to students living and studying in a university environment through a structured programme of diet, work/study balance, and participation in social activities for the purposes of healthy living.
• To assess and resolve wide ranging and often complex student, staff and public queries.
• Communicate with the wider team to discuss and highlight welfare concerns within the student body, signposting students presenting with symptoms of physical and/or mental illness, provide education and support, and correctly directing them to relevant services.
• Be aware of all issues relating to the provision of safeguarding children and vulnerable young adults in our care as per current legislation and adhere to national guidelines relating to International students To deal with students from different cultural backgrounds and any difficulties of acclimatising to the Australian Education system.
• To support both the U18’s and Life Skills Coordinator in responding to the needs and expectations of students, staff and the partner university in delivering high quality student support.
• Be student facing at the Welcome desk/area, providing a first point of contact for all internal and external customers.  
• To promote a positive and welcoming first impression when greeting staff, students and the public.
• Take pride in cultivating a welcoming environment, with the efficiency of an organised workspace, excellent written and verbal communication skills, and fostering a functional and dynamic team focused mentality.
• Actively promote and build good working relationships with UWA College staff and liaise with the relevant individuals and/or teams where necessary, both within the company and externally, whilst at the same time handling time-dependent, sensitive and confidential data.
• As part of the student services team, perform and undertake general student support and general administration tasks such as taking deliveries and contacting relevant staff members where appropriate, taking EFTPOS payments and daily EFTPOS reconciliation, responding to phone and email enquiry.
• Assist and participate with communication for students.
• Support in organising & participate in a variety of College related promotional events.
• Monitor ASKUWA enquiry.
• Ensure all student, parent and agent enquiries are attended to promptly, courteously and efficiently, in line with UWA College policy.
• Enter, manage, process student records and data as required into TRIM.
• Monitoring of the UWA College email inbox.
• Assist with weekly Student Portal updates.
• Assist with the arrival, registration and orientation of students – Help with the preparation for arrivals and support check-in/check-out of students, as well as the delivery of presentations on a range of topics.
• To ensure that accurate records are kept and reflect UWA Colleges commitment to continuously meet regulatory requirements and best practice.
• Maintain a professional, safe, clean and welcoming environment to receive students and other visitors.
• To participate in the promotion of appropriate health and safety practice.
• Ensure a positive handover is made to other Student Services Officers and promote ways of communicating key issues, concerns and development. 
• Assist the UWA College leadership team with ad hoc duties where necessary.
• To ensure institutional and national guidelines are followed when students undertake activities and risk assessments are carried out.
• To use own initiative when dealing with problems/issues arising and take responsibility for follow up actions, to make decisions about the appropriate course of action when issues arise, in accordance with UWA College processes and procedures.
• To maintain confidentiality and execute all tasks with due regard to current UWA College policies.
• To promote and support the UWA College and the broader INTO business in a positive manner.

Location

On site at UWA College (The University of Western Australia Crawley Campus).

Person specification

• Right to reside and work in Australia.
• Current National Police Check.
• Current Working with Children Check (WWCC).
• Relevant admin and student wellbeing experience.
• Excellent command of written and spoken English.
• Experience of delivering excellent customer service.
• Experience of working in a customer-facing environment.
• An interest in other nationalities and cultures.
• Excellent interpersonal skills and a demonstrated ability to communicate effectively with staff at all levels, including external stakeholders and to provide excellent customer service.
• Be resilient and confident, able to build connections effortlessly with students, parents and colleagues.
• Excellent verbal and written communication skills.
• Proven organisational, time-management and problem-solving skills with ability to manage competing priorities, without compromising accuracy and customer service.
• Strong administrative, planning, attention to detail and organisational skills.
• Ability to assist with empathy in the pastoral care of students from diverse geographic, ethnic backgrounds.
• An ability to multi-task, prioritise and meet deadlines with a high attention to detail, while working under pressure.
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Teams and Outlook), and experience in internet and database applications.
• Ability to build relationships with peers, senior managers, university stakeholders, parents and students from a range of ethnic and cultural backgrounds.
• Have a high level of enthusiasm and energy and be a self-starter with a positive mindset.
• Ability to be discrete and sensitive in all issues, maintaining confidentiality.
• Ability to remain patient and understanding when dealing with international students due to the language barrier.
• Willingness and flexibility to work occasional out of hours i.e. for meet and greets and social events.

Close date: Midnight, Sunday 8th October 2023.