Student Support Officer

About the role

JBS English Academy in Riverview, Queensland, is looking for a student-focused Student Support Officer. The role is a key point of contact for international students, from welcoming them on arrival to supporting their wellbeing, engagement and success, while ensuring compliance with international education requirements. It combines student welfare, administration, engagement activities and compliance support.

Key responsibilities

• Provide front-line support and guidance to international students and help them access internal and external support services
• Coordinate orientation and onboarding for new students
• Organise student events, excursions, graduations and wellbeing initiatives
• Monitor attendance and course progress records and support intervention for at-risk students
• Maintain accurate student records in aXcelerate, SharePoint and other approved systems
• Prepare student correspondence and documentation
• Support CRICOS, ESOS and National Code compliance
• Help with student lifecycle administration, including leave requests, medical certificates, transfers and course completions
• Contribute to a safe, welcoming and culturally inclusive learning environment

Required profile

• Personable, organised professional who enjoys working with people from diverse cultural backgrounds
• Ideally experience in student services, international education, ELICOS, RTO, community services or a similar customer-focused environment
• Ability to engage confidently with students primarily in English
• Understanding of student welfare, privacy and appropriate escalation practices
• Ability to manage competing priorities while maintaining a high standard of service

Required skills

• Strong communication and relationship-building skills
• Administration and record management with attention to detail
• Experience with aXcelerate, PRISMS, SharePoint and Microsoft Office (desirable)
• Knowledge of CRICOS, ESOS and National Code requirements, or the ability to learn them quickly
• Qualification in Student Services, Education Support, Administration, Community Services or a related field; Certificate IV in Counselling, Mental Health or similar student welfare training; Mental Health First Aid and/or First Aid certification (highly regarded)

What we offer

• The chance to make a difference in the lives of international students
• An inclusive, supportive team in a growing education environment
• Ongoing learning and development opportunities