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Student Experience Team Leader

Job No: KAP99
Location: Brisbane

About Us

Kaplan Australia is one of the world's leading providers of lifelong education, helping over one million students around the globe achieve their educational and career goals each year. While we provide a broad array of educational offerings through our programs, our commitment to providing unrivalled quality and great learning outcomes is consistent in each of our businesses.

Kaplan Professional educates professionals from vocational through to higher education in financial services, real estate and management. We aim to support individuals on their path through a successful career. Our reputation is built on the quality of our programs, the flexibility of our delivery options and the rigour in our approach to assessment and industry education standards.

About the Role

The Student Experience Team Leader is responsible for managing an outbound call team focused on student retention and progression across all Kaplan Professional courses. To be successful in this role you will have excellent customer service skills and be highly personable, with exceptional organisation and communication skills.

This successful candidate will be primarily responsible for:          

  • Provide leadership, coaching and management of the outbound student experience team
  • Perform and lead outbound call initiatives to promote student progression
  • Identify and report on opportunities to improve the student experience
  • Build a student centric culture where team members are motivated to perform at their highest level
  • Be a driving force of continuous improvement within the business
  • Manage and report with strong data integrity and uphold accurate record management
  • Contribute to a supportive, positive, safe workplace
  • Approach your work with integrity and accountability in line with all Kaplan policies and procedures

About You

To succeed in the role, you’ll be customer service oriented results-driven and enjoy thinking outside the square.

In addition, the successful candidate will have:

  • 3-5 years of outbound contact centre experience
  • Ability to lead, manage and motivate a team
  • Strong interpersonal and communication skills and the ability to liaise with diverse stakeholders
  • Persuasiveness and ability to influence
  • High level written and oral communication skills
  • Ability to manage difficult conversations and overcome objections
  • Ability to manage high volume workload in a fast-paced environment
  • Excellent attention to detail with accurate data entry skills
  • Contribute to a supportive, positive, safe workplace
  • Approach your work with integrity and accountability in line with all Kaplan policies and procedures

Desirable requirements:

  • Experience in an educational environment
  • Strong understanding of training requirements for the financial services industry and the compliance frameworks
  • Working knowledge of Salesforce and Learning Management System

It is a requirement of all Kaplan employees to complete a National Police Check and hold a valid Working with Children Check in your relevant state. All costs will be covered by the employer.

Our passion is helping students reach their goals through quality education. Joining our team, you’ll thrive in a rewarding work environment that is customer-focused, dynamic and innovative in spirit. If you share the same passion, please forward your cover letter and resume.

Please click here to see position description.

For questions please contact us at

Applications close on 21 June 2018. 


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