Position Title / Senior Customer Service Officer - Compliance
Position No / 26133__
Faculty/Centre / International Centre (IC)
Classification / PACCT Worker Level 3(PW3)
SalaryRange / $ 48,053 - $51,295 p.a. pro rata
Prepared By / Director, International Centre
Date / December 2014
Reference No / 4551060053
Approved By / Associate Director, Human Resources
Primary Objectives of Position /
  1. To provide high level administrative support to the international centre management team to ensure Holmesglen compliance with the ESOS Act 2000 and the National Code of Practice – 2007.
  1. Implement the timely reporting of international student data to the Australian Government Departments on matters relating to attendance and academic progress.
  1. Ensure an efficient and high level of administrative support to internal and external stakeholders.
  1. Coordinate and prepare reports to identify trends in non compliant students that may affect student recruitment.

Manager/Supervisor / Manager – Compliance, CRICOS
Role Of Subordinates (Where Applicable) / Not applicable
Internal Communication Requirements /
  • Liaise with all staff in the International Centre.
  • Liaise with staff throughout the Institute.
  • Liaise with student services – International student counsellor.

External Communication Requirements /
  • Prospective and current international students and their parents.
  • Education agents.
  • Australian Government departments.
  • Partner institutions.

Specific Accountabilities /
  1. To perform a broad range of senior administrative and high level customer service duties.
  2. To implement the attendance monitoring procedure to ensure students are made aware of any unsatisfactory attendance and counselled;
  3. To ensure all international students are enrolled on a full-time basis and that procedures are followed to prevent enrolments from being decreased without International Centre consent;
  4. To ensure timely reporting to Australian Government Departments of international student changes to enrolment.
  5. Within established practices and procedures, use judgement to be responsive and outcome focussed to resolve student issues.
  6. Communicate with Institute agents regarding compliance matters of students.
  7. Update and maintain databases that support daily operations of the IC with accuracy and efficiency.
  8. Generate reports from databases and correspondence as required.
  9. Provide an efficient information service to current and prospective international students, their parents, education agents and members of the public.
  10. Actively promote Holmesglen’s programs and services to international students.
  11. Advise students on further study options available.
  12. Undertake the administrative tasks relating to the maintenance of properties owned by Holmesglen.
  13. Participate in orientation programs for international students as required.
  14. Administer surveys and collect feedback from international students.
  15. Undertake the administrative tasks relating to the registration and renewal process of Overseas Student Health Cover (OSHC) for international students.
  16. Liaise with all staff in the IC on all matters relating to international students.
  17. Using established protocols and procedures arrange bookings for accommodation and airport reception services for international students as required.
  18. Participate as an active member of the IC team and support the efficient functioning of the IC.

Qualifications /
  • Completion of Year 12, Certificate III or Certificate IV and demonstrated relevant experience or equivalent relevant experience.
  • Current valid drivers licence.

Knowledge /
  • Knowledge of the education sector in Australia including courses and services offered at Holmesglen.
  • Knowledge of databases, MS Office and spreadsheet packages are essential
  • Knowledge of current government policy in relation to the overseas student visa program, ESOS and National Code of Practice
  • Knowledge of overseas education systems and qualifications is preferred.
  • Knowledge and understanding of cross cultural communication and culturally sensitive practice.

Experience /
  • Experience working with international students and providing high level customer service.
  • Experience in communicating with people whose first language is not English.
  • Experience in administration in a customer service focussed environment.
  • Experience in the promotion of educational programs and student support services.
  • Experience supervising a team.
  • Experience in dealing with education agents

Skills /
  • Proven organisational and administrative skills.
  • Highly developed written and verbal, including the ability to draft correspondence and reports.
  • Strong customer service skills are essential.
  • Time management skills, including the ability to work to a deadline.
  • High level interpersonal and culturally sensitive communication skills.
  • Ability to maintain sound working relationships with internal and external stakeholders.
  • The ability to work cooperatively and flexibly as a member of a team.
  • Well developed keyboard and computer skills preferably MS Office.
  • Ability to maintain accuracy and attention to detail.

Key Selection Criteria /
  1. Demonstrated high leveladministrative experience in an international education environment.
  2. Demonstrated ability and a commitment to provide a high levelofcustomer service.
  3. Highly developed written and verbal communication and interpersonal skills, including the ability to draft correspondence and reports.
  4. Demonstrated organisational skills and an ability to prioritise competing demands to meet deadlines.
  5. Demonstrated ability to work cooperatively and flexibly as a member of a team.

Note /
  • The incumbent may be required to perform his/her duties at any campus or location controlled by the Board or elsewhere as directed.
  • Out of hours and weekend work may be required on occasion.

1