Position No / 26132
Faculty/Centre / International Centre (IC)
Classification / PACCT Worker Level 2 (PW2)
SalaryRange / $41,662 - $45,843 p.a pro rata
Prepared By / Director, International Centre
Date / December 2014
Reference No / 4551060054
Approved By / Associate Director, Human Resources
Primary Objectives of Position /
- Provide written and verbal communication in response to current and prospective international students’ enquiries.
- Provide customer service to current and prospective students.
- Provideadministrative support to staff in the IC.
- Provide a prompt and efficient information service to IC clients such as, but not limited to students and agent networks.
Manager/Supervisor / Manager – Admissions
Role Of Subordinates (Where Applicable) / Not applicable
Internal Communication Requirements /
- Communicate with all staff in the International Centre.
- Communicate with staff throughout the Institute.
External Communication Requirements /
- Prospective and current international students and their parents.
- Educational agents.
- Australian Government departments.
- Partner institutions.
- Suppliers of equipment and services to the International Centre.
- Exhibition organisers.
Specific Accountabilities /
- Provide written and verbal communication in response to current and prospective international students’ enquiries.
- To perform a broad range of administrative and customer service duties as required, including but not limited to the admission processes for international students.
- Communicate with the Heads of Teaching Departments regarding the selection and enrolment of international students.
- Using established organisational systems, preparedocumentation for international students including enrolments, transfers, withdrawals or refunds.
- Use established organisational systems to accurately process and record financial transactions.
- Within established practices and procedures, provide information to students and educationagents in relation to payment of commission, student admissions, transfers and processing of student refunds.
- Within established practices and procedures, use judgement to be responsive and outcome focussed to resolve student issues.
- Ensure effective communication with Institute agents regarding the recruitment and admissionsof students.
- Update and maintain databases that support daily operations of the IC with accuracy and efficiency.
- Generate reports from databases and correspondence as required.
- Provide an efficient information service to current and prospective international students, their parents, education agents and members of the public.
- Actively promote Holmesglen’s programs and services to international students.
- Advise students on further study options available.
- Undertake the administrative tasks relating to the maintenance of properties owned by Holmesglen.
- Participate in orientation programs for international students.
- Undertake the administrative tasks relating to the registration and renewal process of Overseas Student Health Cover (OSHC) for international students.
- Communicate with all staff in the IC on all matters relating to international students.
- Contribute towards theimprovements to administrative procedures within the IC to maximise ‘the student experience’ at Holmesglen.
- Provide administrative support tosenior staff in the IC.
- Using established protocols and procedures arrange bookings for accommodation and airport reception services for international students.
- 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 IVand demonstrated relevant experience or equivalent relevant experience.
- Current drivers’ licence is preferred.
Knowledge /
- Knowledge of the education sector in Australia including courses and services offered at Holmesglen.
- Knowledge of database and spreadsheet packages is 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 customer service.
- Experience in communicating with people whose first language is not English.
- Experience with MS Office applications and databases.
- Experience in administration in a customer service focussed environment.
- Experience in the promotion of educational programs and student support services.
Skills /
- Good organisational skills.
- Sound administrative skills.
- Good verbal and written communication skills and a customer service focus are essential.
- Well developed and accurate keyboard and computer skills with close attention to detail.
- Ability to maintain sound working relationships with internal and external stakeholders.
- Good time management skills.
- The ability to work cooperatively and flexibly as a member of a team.
Key Selection Criteria /
- Experience in working with international students and providing customer service.
- Previous experience in administration in a customer service focussed environment.
- Good verbal and written communication skills.
- Accurate keyboard skills with close attention to detail.
- Experience with MS Office applications and databases.
- 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.
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