STUDENT EXPERIENCE ASSISTANT

WHO ARE WE?

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

WHAT'S THE JOB?

The Student Experience Assistant is responsible for providing proactive, responsive and professional service, face-to-face, telephone and electronic communications, following internal service standards, to a diverse range of internal and external clients, including students, prospective students, staff, contractors and vendors.

The role assists the Student Services Manager with adhoc student request tasks including (but not limited to) helping with student enrolment issues and enquiries, reviewing extension of assessments, issuing academic transcripts and official documentation, and invigilating exams.

You will be a first point of contact for the Institute and must ensure the provision of exemplary customer support to students, staff and other clients. The role effectively contributes to the achievement of the best practice student experience and customer service.

KEY RESPONSIBILITIES

• Open & close campus as per operating hours and scheduled shifts.
• Work with the department's operational and strategic plans as directed.
• Respond in a timely manner to face-to-face and telephone inquiries, providing accurate and responsive information and resolutions.
• Follow opening and closing procedures for the campus as relevant.
• Ensure campus access protocols are adhered to.
• Work collaboratively with security and the Head of Operations to maintain a safe place for students and staff, including conducting building perimeter checks as required.
• Proactively work as a trusted advisor for students ensuring knowledge of AIM’s courses, policies and procedures and academic calendar. Ensure proactive redirection to stakeholders as applicable, or escalate unresolved enquiries and issues where needed.
• Facilitate room bookings according to policies and procedures.
• Provide First Aid, Fire Warden and Workplace Safety support as required.
• Manage the production, tracking and distribution of student cards.
• Responsible for creating a vibrant, student-centric space on the student counter. This includes responsibility for signage, tidiness, and overall vibe.
• Manage general reception-like duties including receiving and sending mail, signing in visitors, and welcoming members of the community.
• Provide the Student Services Manager with regular customer enquiry statistics including trends, enquiries, complaints and service delays.
• Advise the Student Services Manager regarding areas of potential operational improvement.
• Advise the Head of Operations and Student Services Manager of any significant campus facilities, staff or student risk.
• Maintain continuity of workload and customer service by establishing proactive ways of communicating with team-mates, documentation of requests and escalate any concerns regarding continuity of workflow to the Student Services Manager as relevant.
• Contribute to the achievement of positive student satisfaction, working effectively with all relevant stakeholders to achieve student satisfaction and retention plans and targets.

WHAT ARE WE LOOKING FOR?

1. Demonstrated experience in the provision of a high level of customer service.
2. Proven skills in reception operations.
3. Demonstrated ability to independently resolve issues using initiative and decision-making.
4. Familiarity with the music and entertainment management industry.
5. Ability to work as a member of a team in the achievement of goals.
6. A valid Working with Children Check (WWCC).
7. Certification or Diploma in Administration.
8. First Aid Certificate (desirable).

HOW TO APPLY?

APPLY NOW with a Resume (CV) and a 1-2 page Cover Letter that outlines why you are right for the position!

**FYI - We will be undertaking rolling interviews so don’t delay your application!**

SALARY

Permanent, Full-Time: $58,000 + 11.5% super (per annum)

CONTACT: [email protected] (contact us to view full role profile)