Student Officer Officer Australian RTO

The Student Support Officer is responsible for delivering high-quality, compliant, and student-centred support services across the student lifecycle within the Registered Training Organisation (RTO).

• Provide first-level support and guidance to students via email, phone, and virtual reception
• Assist with student orientation, onboarding, and general enquiries
• Escalate complex student concerns (e.g. academic, welfare, complaints) to senior staff
• Maintain regular communication with students to support engagement
• Assist in identifying students who may require additional support and refer appropriately

1. 2 Compliance & Regulatory Support (SRTOs 2025)

• Support delivery of student services in line with Standards for RTOs 2025
• Maintain accurate and up-to-date student records under supervision
• Follow organisational procedures for documentation, record keeping, and privacy
• Assist in ensuring student information provided is accurate and current
• Support audit preparation through proper documentation and record maintenance

1. 3 Student Administration

• Respond to student enquiries and provide administrative support
• Assist in maintaining student files and records in the Student Management System (SMS) and Learning Management System (LMS)
• Support enrolment, onboarding, and course progression tracking
• Assist with preparation and issuance of student documentation (e.g. letters, certificates)
• Update trackers, reports, and internal systems as required

1. 4 Team & Stakeholder Support

• Work collaboratively with trainers, assessors, and administration staff
• Support team activities and student service initiatives
• Escalate issues and seek guidance when required

1. 5 Student Wellbeing & Environment

• Contribute to a positive, inclusive, and supportive learning environment
• Maintain professionalism and confidentiality when handling student information
• Refer students to appropriate support services when required

1. Key Accountabilities

• Timely response to student enquiries
• Accurate data entry and record maintenance
• Compliance with policies and procedures
• Contribution to positive student experience
• Effective escalation of issues

1. Key Relationships

• Student Services Team
• Trainers and Assessors
• Administration and Compliance Teams

• Students

1. Mandatory Qualifications, Experience & Skills (Entry-Level Aligned)

• High level of verbal and written communication skills
• Basic problem-solving and interpersonal (mediation) skills
• Intermediate computer skills (Microsoft Office, databases, and basic systems use)
• Ability to plan and organise own workload effectively
• Ability to work both independently (with guidance) and as part of a team
• Willingness to take initiative and support process improvements
• Strong administrative, organisational, and time management skills
• Ability to use available information to make sound decisions (with supervision)
• Ability to work under pressure and remain calm in busy or challenging situations
• Ability to manage multiple tasks and prioritise effectively
• Willingness to learn and develop problem-solving skills
• Basic understanding or willingness to learn RTO operations and compliance

• Bachelor’s degree in Business, Management, or a related field (preferred)
• Strong verbal and written communication skills
• Demonstrated problem-solving and analytical abilities
• Ability to work independently and collaboratively within a team
• Strong administrative, organisational, and time management skills
• Ability to analyse data and produce accurate reports to support decision-making
• Proficiency in Microsoft Office and database systems
• Ability to efficiently utilise resources to meet targets and deadlines
• Fresh graduates are encouraged to apply