At Scentia, we believe exceptional student support is at the heart of student success. We are seeking a Student Support Team Leader – Higher Education to supervise and coordinate the delivery of high-quality, non-academic support services across our higher education colleges – AIM Business School (ABS) and Australasian College of Health and Wellness (ACHW). This is a hands‐on leadership role for someone who thrives in a fast‐paced environment, leads by example, and is passionate about delivering empathetic, compliant and student‐centred service.
About The Role
Reporting to the Head of Student Engagement, you will provide first-line supervision to a team of Student Support Officers, ensuring exceptional service delivery across phone, email and case management channels. You will balance operational oversight with frontline involvement—stepping in when needed, coaching your team, improving processes, and strengthening student engagement and retention outcomes.
What You'll Be Doing
Team Leadership
* Supervise and support Student Support Officers to deliver high-quality service
* Manage workloads, rostering and queue coverage to meet service benchmarks
* Provide coaching, performance feedback and act as first escalation point
Student Support & Case Management
* Oversee student enquiries across phone and email channels
* Ensure accurate, policy‐aligned advice and documentation
* Support complex and escalated cases, including wellbeing and special consideration matters
* Step into frontline support when required
Engagement & Retention
* Lead onboarding and proactive engagement initiatives
* Identify trends impacting retention and recommend improvements
Quality, Compliance & Continuous Improvement
* Monitor KPIs and conduct quality checks across calls and case management
* Maintain accurate student records in Salesforce
* Support compliance, reporting and process improvements
* Collaborate with internal teams to enhance systems and service delivery
What You'll Bring
* A Diploma (or higher) in business, education support, management or a related field
* 2+ years' experience in a Team Leader role or 5+ years in student/customer service within tertiary education
* Experience supervising operational teams and managing performance
* Strong communication and conflict‐resolution skills
* Confidence applying policy in case‐management decisions
* Proficiency with CRM systems (Salesforce preferred), LMS platforms and Microsoft Office
* A calm, resilient and solution‐focused approach
Why You'll Love this Role
* Supportive, collaborative culture – Work from a vibrant city office alongside a driven, friendly team that celebrates wins and supports each other.
* Real career progression – Clear opportunities to grow your sales capability!
* Continuous learning – Access ongoing training, professional development and complimentary short courses to invest in your own future skills.
* Feel supported – Access a confidential Employee Assistance Program (EAP) and paid volunteer days to support your wellbeing and the community.
* Make an impact every day – Play a direct role in shaping the future of learning and delivering education that truly makes a difference.
This is an opportunity to play a meaningful leadership role in shaping the student experience and contributing directly to retention and completion outcomes.
Applications close Thursday 26th February 2026
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