Academic Success & Program Support Officer
* Full-time
* Ongoing position at HEW Level 5
* Penrith campus with flexible working arrangements and potential future opportunities across other campuses
* Base Salary: $84,096 – $95,103 per annum, plus 17% Super and Leave Loading
Deliver high-quality academic and program support that helps students thrive across their learning journey.
The Academic Success and Program Support Officer plays a crucial role in supporting students throughout their academic journey at Western. You will provide consistent, accurate, and accessible information while helping students navigate key touchpoints such as enrolment, study planning, special consideration, and program variations. Sitting within the Academic Success and Program Support team, this role contributes directly to student retention, progression, and achievement.
As the primary point of contact for program‐related enquiries, you will deliver frontline academic advice, develop routine and tailored study plans, resolve administrative queries, and ensure students feel supported and informed. You will also work closely with Faculties to align operational processes, contribute to Orientation and transition activities, and triage enquiries using systems including SMS, ServiceNow and contact centre platforms. For students with ARAP needs, you may assist with mid‐session exam coordination and logistical arrangements to ensure equitable support.
Through proactive engagement and strong relationship management, you will connect students with wider university services, maintain accurate records and workflows, and uphold policy compliance. This role offers the opportunity to work collaboratively across academic and professional teams to support a vibrant, inclusive student experience.
What Success Looks Like
* Deliver timely, accurate and high‐quality frontline academic and administrative advice across the student lifecycle.
* Support progression and retention through well‐developed study plans and proactive case management.
* Maintain compliant, up‐to‐date student records and effectively manage workflows.
* Contribute to transition programs, exam coordination and key engagement activities.
* Collaborate effectively with Faculties, Student Success teams and other stakeholders.
* Experience in student‐facing support roles and/or a relevant degree.
* Sound understanding of academic policies, program structures, and student lifecycle processes.
* Strong communication, customer service and organisational skills in high‐volume settings.
* Ability to collaborate across teams and manage diverse stakeholder needs.
* Familiarity with WSU systems, academic offerings, and equity‐focused support practices.
Qualifications
* Experience in student‐facing support roles and/or a relevant degree.
* Sound understanding of academic policies, program structures, and student lifecycle processes.
* Strong communication, customer service and organisational skills in high‐volume settings.
* Ability to collaborate across teams and manage diverse stakeholder needs.
* Familiarity with WSU systems, academic offerings, and equity‐focused support practices.
Benefits
* Fitness Passport: Access hundreds of gyms and pools across the state.
* Onsite Childcare: Convenient facilities with exclusive staff discounts and salary packaging options.
* Financial Benefits: Salary sacrifice options for onsite parking and novated motor vehicle leasing.
* Holistic Support: Free Employee Assistance Program (EAP) along with discounted retail and private health cover.
Equal Opportunity Statement
We are committed to substantive equality as outlined in our Equal Opportunity Policy. We actively encourage applications from Indigenous Australians, candidates of all gender identities and expressions, people of all abilities, and those from culturally and linguistically diverse backgrounds. For reasonable adjustments during the application process, please contact talentacquisitionteam@westernsydney.edu.au.
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