Student Support Consultant

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Brand: Flight Centre Travel Academy
Work type: Full time
Location: New South Wales, Queensland, South Australia, Victoria, Western Australia
Categories: Leisure Travel & Retail, People & Culture

About the Opportunity

The Student Support Consultant will provide support to Flight Centre Travel Academy (FCTA) students. The position is responsible for the efficient and effective day-to-day student support function which contributes to the service provided by FCTA. The position requires that effective communication is established and maintained with key outcomes focused on high student retention, progression, satisfaction and program completion.

Working with an entire brand that is passionate about the education, success and employment of students, the Student Support Consultant position is integral to the Flight Centre Travel Academy. Based within a team and business that value care, united, challenge and irreverence, this role would suit someone that is committed to helping others.

This full time role can be based in all AU cities with Flight Centre Travel Group (FCTG) HQ's.

 

What you will be doing:

Student Support

  • Providing student support by checking and actioning phone calls, voicemails, emails and text and responding or directing queries accordingly
  • Support, understand and implement the engagement side of student support
  • Management of the national student email inbox, resolving or directly addressing student enquiries appropriately
  • Support processing, tracking, and reporting on extensions, deferrals and withdrawals
  • Record all student communication in CRM and tracking reports to ensure transparency and consistent student experience
  • Study support for all programs by providing clear and concise communication of compliance, processes and support to all students
  • Regular communication with all disciplines on efficient process for student support
  • Keeping up to date with Course content, assessments and Program information to ensure student queries can be handled in a timely manner

Student Progression

  • Monitor and action LMS assessment submissions
  • Complete last login checks and follow up with students where applicable
  • Utilise reporting data to identify opportunities to proactively target students for assessment submission dates

 

What you will need:

Essential

  • Minimum 12 months experience in a customer service role
  • Diploma of Travel & Tourism or equivalent tertiary qualification
  • Proficient in Microsoft Office suite
  • Excellent communication skills both written and verbal
  • Ability to build strong relationships with internal and external stakeholders
  • Be self-driven, self-motivated individual, who can demonstrate these skills daily to students

Added Advantage

  • Travel & Tourism/ airline/ hotel industry experience
  • Previous Travel Academy graduate

** Please advise your leader before applying **

Advertised: E. Australia Standard Time
Applications close: E. Australia Standard Time

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