Student Experience Adviser

• 26 days’ of annual leave and other great benefits
• Permanent or part-time position based in Brisbane
• We value a positive and supportive work environment 

Role

We are looking for a Student Experience Adviser at Kaplan Professional.

In this role, you will play a key part in supporting a diverse range of students, including mature-aged learners, studying financial services courses. These students often have demanding schedules and highly value prompt, expert advice to help them succeed.

This busy and varied role involves managing inbound and outbound calls, live chats, and emails, ensuring students receive the guidance they need in a fast-paced, phone-based environment. Your ability to build relationships, provide tailored advice, and deliver a high standard of written and verbal communication will be essential to your success.

This is more than just a customer service role—it’s an opportunity to directly impact student retention and progression across our higher education courses. You will:

• Perform proactive outbound call initiatives
• Respond to inbound enquiries
• Offer expert guidance on study pathways

By focusing on retention, identifying upsell or cross-sell opportunities, and maintaining data accuracy, you will contribute to a student-centred culture that prioritises progression and success.

If you have a background in customer service, particularly within financial services, banking, or call centre environments, and are ready to make a difference in students’ lives, we want to hear from you.

Responsibilities

• Perform outbound call initiatives to promote student progression
• Manage inbound phone and email enquiries
• Provide expert advice, guidance and support on appropriate study pathways
• Actively manage student retention and identify upsell/cross sell opportunities for referral to B2C sales team
• Contribute to a student centric culture
• Work towards KPIs on student retention by providing a consistently high standard of customer service and advice
• Uphold strong data integrity and 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

Requirements

• Minimum 2 years’ of customer service experience (essential)
• Strong interpersonal and communication skills and the ability to liaise with diverse stakeholders (essential)
• High level written and oral communication skills (essential)
• Ability to resolve difficult conversations and overcome objections
• Ability to maintain high volume workload in a fast paced environment
• Excellent attention to detail with accurate data entry skills
• Experience in an educational environment and/or outbound contact centre (desirable)
• Strong understanding of training requirements for the financial services industry and the compliance frameworks (desirable)
• Working knowledge of Salesforce and Learning Management Systems (desirable)

Kaplan Professional

Kaplan Professional is Australia’s major provider of financial planning, applied finance, real estate, mortgage broking, insurance & leadership online higher education, vocational education and corporate courses and programs. Our Sydney office, by Wynyard station, comprises around 150 people who work in a range of professional and academic roles. We also have staff in other locations around Australia, both in office environments and working remotely. 

Don't delay in submitting your application. Applications close on 16th April 2025 

#LI-DF1