The Student Experience & Wellbeing Officer will manage student complaints, withdrawals, and complex support cases to ensure student retention and progression. They will also collaborate with internal teams to identify at-risk students and implement strategies to remove barriers to academic success.
This is a remote position.
AU RTO Student Experience & Wellbeing Officer (Remote)
About PeoplePartners
At PeoplePartners, great work starts with great people—and we have the certification to back it up! As a Great Place to Work® certified company, we've built a people-first culture where talented professionals can do meaningful work, gain global exposure, and keep growing.
You'll collaborate with international clients, tackle real-world challenges, and be part of a team that values ownership, curiosity, and getting things done well.
If you're looking for a career where your contributions are valued, your professional development matters, and your work makes a meaningful difference, you'll feel right at home here.
Role Overview
Behind every student who stays the course, there's often someone who helped them find a way forward.
As our Student Experience & Wellbeing Officer, you'll help Australian vocational education students overcome challenges, stay engaged, and progress toward completing their qualifications.
This isn't simply about responding to student enquiries. It's about understanding what stands between a student and their success—and finding practical ways to remove those barriers. You'll manage student complaints, withdrawals, special considerations, and complex support cases while identifying opportunities to improve student retention and wellbeing.
Working closely with training, education, careers, and other internal teams, you'll support learners experiencing financial hardship, personal difficulties, accessibility challenges, or disengagement.
If you understand the Australian Registered Training Organization (RTO) environment and believe that timely, thoughtful student support can make a real difference, this could be your next career move.
Key Responsibilities:
Manage student complaints, withdrawal requests, special considerations, and review requests.
Investigate student concerns and coordinate appropriate resolutions in accordance with organizational policies.
Provide individualized support to students experiencing financial hardship, personal difficulties, or accessibility challenges.
Identify disengaged and at-risk students through engagement monitoring and student record audits.
Develop and implement student retention and progression strategies.
Monitor student engagement, withdrawal trends, and progression outcomes.
Coordinate with training, education, careers, and internal support teams to address student concerns.
Maintain accurate student records using CRM, Learning Management Systems (LMS), and Student Management Systems (SMS).
Manage student cases, document interventions, and track resolutions.
Prepare student retention, engagement, and performance reports.
Analyze student data and recommend improvements to student support processes.
Support quality assurance activities and compliance with relevant Australian education policies and procedures.
Promote accessibility, inclusion, and equity in student support services.
Maintain professional communication with students and stakeholders throughout the resolution process.
Requirements
Required Qualifications (Must-Have):
At least 5 years of relevant professional experience, ideally within Australian education, Registered Training Organizations (RTOs), or vocational education and training (VET).
At least 3 years of experience in student services, student retention, or a related student support role.
Experience managing student complaints, withdrawals, escalations, and complex student cases.
Knowledge of student engagement, retention, progression, and student lifecycle management.
Understanding of accessibility, inclusion, and equity principles in education.
Conflict resolution training or certification.
Strong case management, conflict resolution, and negotiation skills.
Experience maintaining accurate student records and preparing performance reports.
Strong written and verbal communication skills.
Ability to handle sensitive student information professionally and confidentially.
Strong analytical, organizational, and problem-solving skills.
Ability to manage competing priorities and resolve complex student concerns.
Ability to work independently and collaborate with education and support teams.
Willingness to work Australian business hours.
Preferred Qualifications (Nice-to-Have):
Direct experience supporting an Australian Registered Training Organization (RTO) or Vocational Education and Training (VET) provider.
Familiarity with Australian student enrolment, progression, withdrawal, and special consideration processes.
Hands-on experience using VETtrak or similar Student Management Systems.
Experience using CRM and Learning Management Systems (LMS) to manage student engagement and records.
Experience developing or implementing student retention initiatives.
Familiarity with Australian vocational education compliance requirements and student support policies.
Experience monitoring student engagement data and identifying at-risk learners.
Why Join PeoplePartners?
At PeoplePartners, meaningful work and career growth go hand in hand. As a Great Place to Work® certified company, we're committed to creating an environment where people feel supported, valued, and empowered to make a difference.
Work From Home: Enjoy the convenience of working remotely while supporting students and collaborating with an Australian education team.
Global Exposure: Gain hands-on experience supporting an Australian client in the vocational education and training sector.
Career Growth Opportunities: Strengthen your expertise in student experience, wellbeing, retention, case management, and Australian education operations.
Continuous Learning and Development: Expand your knowledge through practical experience, collaboration, and exposure to student support and quality assurance processes.
People-First Culture: Join a supportive workplace built on collaboration, accountability, trust, and respect.
Employee Engagement Activities: Stay connected with the PeoplePartners community through activities that encourage teamwork and employee connection.
Meaningful Impact: Help students overcome challenges, stay engaged, and progress toward achieving their education goals.
Collaborative International Environment: Work alongside Australian education professionals and internal support teams committed to improving student outcomes.
If you're passionate about student wellbeing, experienced in managing complex student concerns, and understand the challenges learners face in Australian vocational education, we'd love to hear from you. Apply today and help create better student experiences with PeoplePartners!
Work Details:
Work Setup: Work From Home (WFH).
Schedule: Monday to Friday.
Working Hours: Day-shift (AEST)
Client: Australia-based.
Benefits
Permanent Work-from-home setup
Company-provided equipment
Secondary Wi-Fi Modem
21 Leave Credits Annually - Leave benefits begin on Day 1.
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