ABOUT AIM

The Australian Institute of Music (AIM) is a specialised, independent Higher Education Provider offering a range of externally accredited foundation, undergraduate and postgraduate programs in Music and related fields at various Australian Qualification Framework (AQF) levels. We seek to empower our students by encouraging them to embrace their skills and become the creative practitioners and professionals of the future. We’re proud to say that we’ve been educating the music industry for more than 50 years.

ROLE SUMMARY

The Student Experience Team Leader is responsible for ensuring our Melbourne cohort of students have the best possible experience. This includes the oversight and delivery of excellent and efficient customer service to students, organising events and touchpoints to ensure our continuing and new students get the most out of their studies, and being the key liaison between the Student Experience & Success Department and Melbourne staff. You will contribute to the achievement of positive student satisfaction through the coordination of all aspects of the student experience across Melbourne Campus.

The role effectively contributes to the achievement of the department and Institute’s operational and strategic plans including but not limited to, increased overall student satisfaction, minimising churn, and achieving high student retention. This acknowledges that routine activities and associated responsibilities of this role are subject to continual improvement involving reasonable adjustment and potential change over time to best address the needs of AIM students, meet regulatory obligations and support the business prerogatives of the institution.

KEY RESPONSIBILITIES

The Student Experience Team Leader has the following key accountabilities:

Communications & Enquiry Management

• Student Support enquiries – respond in a timely manner to face-to-face, telephone, student portal and email enquiries, providing accurate and responsive information and resolution to student concerns, escalating as per applicable processes.
• Provide resolutions to basic student requests from Melbourne students via the Student Management System including but not limited to, enrolment assistance, enrolment and compliance checking, document requests, and concession card applications.
• Have detailed knowledge of other key business units to enable referrals to Academic Support, Student Wellbeing, Learning resources and Information Technology.
• Promote support programs and student experience programs through the weekly Student Support email, on SharePoint (AIM Home), and via other owned channels.

Student Experience & Administration

• Participate in open day activities and other promotional events for prospective students, specific to the student experience.
• Assist with planning and deliver on-campus event management of Orientation week in Melbourne.
• Deliver orientation and transition tactics from enrolment through to Week 7 for new Melbourne Students.
• Conceptualise and deliver a range of events and touchpoints that encourage a positive campus environment ensuring these align with key time stamps in the student lifecycle. This includes but is not limited to, orientation, graduation, and careers events.
• Be the main contact for the ASA on Melbourne Campus to ensure any ASA run initiatives are student-focused, welcoming to all and fit within the guidelines of such events.
• Find new ways of fostering collaboration and a positive on-campus experience for Melbourne Students.
• Actively contribute to the achievement of positive student satisfaction, reduced attrition and strong employability metrics through working closely with academic and professional staff.
• Provide the Head of Student Experience & Success with relevant statistics including trends, enquiries, complaints and service delays and initiative successes or failures relevant to Melbourne Campus.
• Progression and attendance tracking – ensuring there is an ongoing process of monitoring students identified as at risk on Melbourne campus and liaise with the Student Success Manager to ensure opportunities to nurture and provide guidance to at risk students are identified.
• Assist the Head of Melbourne and Associate Head of Learning & Teaching in the planning of each study period’s units offerings, timetables and registrations by providing information on enrolment numbers and study patterns.
• Work with the Exams office to coordinate the examination process, as required, for the Melbourne campus.

People Management

• Supervise the day-to-day tasks of the Melbourne student counter team.
• Provide ongoing training and development for the Melbourne student counter team on best practice customer service and overall student experience.
• Ensure the Melbourne student counter staff track interactions and provide notes on student profiles regarding any enquiries they manage.
• Designate tasks to Melbourne counter staff to assist with events such as orientation and graduation.

General Duties

• Undertake any other duties as reasonably required of a staff member within the Institute.

QUALIFICATIONS

• Undergraduate qualifications in Business, Arts, or Management or at least 3 years’ experience working in a similar role within a tertiary education setting is desirable.

KNOWLEDGE & EXPERIENCE

Essential:

• Proven experience in leading a team to deliver excellent customer service and achieve outstanding results in a unified team culture.
• Proven success in a student/customer retention environment.
• Strong communication and interpersonal skills.
• Attention to detail in a fast-paced environment.
• Demonstrated experience in using a Student Management System.
• A positive attitude that reflects the core values of the organisation.

Desirable:

• Experience working with students in the Creative Arts.

KEY RELATIONSHIPS

• Melbourne academic staff
• Student Services
• Students, Parents and Guardians
• Staff
• Contractors and Service Providers
• Visitors and guests

SALARY: (1-Year Contract) Full-Time $70,000 - $75,000 + 11.5% superannuation.

CONTACT: [email protected] for enquiries.