The Ripple Group is a leading on-line provider of accredited Vocational Education and Training (VET) courses in Australia and held in its portfolio are a number of RTO’s, including Alffie and Open Colleges. With a national team of over 200 people and more than 100 accredited courses and skill sets within our portfolio, the Ripple Group’s customers can access a highly diverse range of courses through its various RTO’s.

Alffie is the market leader in digital education to the Employment Service Industry. We are proud to be Australia’s most experienced remote learning organisation, training over 170,000 students. Due to our continued growth a fantastic opportunity to join Alffie to empower students with real skills and help create a pathway to employment.

Join Our Ripple Effect! Customer Care Specialist Officer (Hybrid) – Melbourne HQ, Southbank

Are you passionate about making a real difference in people’s lives? Do you thrive on helping others overcome challenges and stay on track to achieve their goals? If so, we’d love you to join our Customer Experience Team at The Ripple Group.

We’re on the lookout for a Customer Care Specialist Officer who brings empathy, energy, and experience in student support and retention. This is a full-time hybrid role, with three days a week in our vibrant Southbank office – and for the first four weeks you’ll be fully on-site for training so we can set you up for success.

About the Role:

As a Customer Care Specialist Officer, you’ll be a guiding light for students navigating the ups and downs of their educational journey with Alffie and Open Colleges. You’ll work directly with students facing cancellations, course transfers, or personal challenges such as health issues, ensuring they feel heard, supported, and empowered to continue.

Whether it’s resolving complaints with heart, advising on deferment options, processing cancellations with care, or helping someone re-engage through motivation and practical support – this role is about impact with empathy.

What You’ll Bring:

• A proven background in customer service, ideally 3–5 years, with a flair for resolving complex or emotional situations.

• Experience or strong interest in student retention, ideally in an education or training setting.

• The ability to calmly manage sensitive cases, while keeping an eye on compliance and documentation.

• A proactive mindset – you're the kind of person who checks in before someone drops out.

• Strong communication skills – written, verbal, and most importantly, listening.

Location & Flexibility:

• You’ll be based in our Melbourne HQ at Southbank, with a hybrid setup: 3 days in-office, 2 from home.

• Initial 4-week full-time onsite training to get you across systems, tools, and our amazing team culture.

Why Join Us?

At The Ripple Group, we empower minds and change lives. You’ll be part of a collaborative, purpose-driven team working across some of Australia’s most recognised RTO brands – Open Colleges and Alffie. We’re big believers in learning, development, and giving our people the autonomy and tools they need to make a difference.