Job Description
* Full-time, Ongoing position at HEW Level 7.
* Bankstown & Parramatta City campuses with flexible working arrangements.
* Salary: $104,953 – $113,204 per annum, plus 17% Super and Leave Loading.
Lead a dynamic student services team and shape exceptional experiences across campuses at Western Sydney University.
The Opportunity
We are seeking a dynamic and experienced Team Leader, Current Student Services to join our Office of Student Success within the Education & Students Division. This role is pivotal in ensuring high-quality, personalised support for current students across multiple service channels, including face-to-face, phone, email, virtual, and self-service.
As Team Leader, you will manage the daily operations of the Student Services Hub, leading a large team to deliver exceptional customer service and student-focused solutions. You will oversee rostering, workload allocation, and service delivery, while ensuring respectful relationship protocols and referral pathways are consistently applied.
Collaboration is key in this role. You will work closely with Success Coaches, Academic Success teams, and other business units to integrate Hub operations into broader student success initiatives. Your leadership will foster a values-driven, high-performance culture, ensuring continuous improvement and quality assurance across all service touchpoints.
What Success Looks Like:
* Oversee daily operations of Student Hub teams across multiple campuses and service channels.
* Ensure consistent communication of respectful relationship support options and referral protocols.
* Partner with internal teams to support proactive student success and inclusive practices.
* Coordinate Hub-based communication activities for accurate and timely messaging.
* Contribute to University projects, events, and service reviews.
* Monitor service performance and implement process improvements.
* Lead, supervise, and mentor Hub staff, fostering a positive team culture.
* Provide direct support for student issues and escalate complex cases appropriately
Please refer to the Position Description for full details.
About You
* Demonstrated experience in customer service and/or sales leadership, ideally in a tertiary education context.
* Extensive experience managing and leading administrative staff and functions in a higher education environment.
* Strong analytical, problem-solving, and organisational skills, with the ability to manage competing priorities.
* Excellent communication and interpersonal skills, with the ability to engage effectively with diverse stakeholders.
* A commitment to delivering a superior student experience and driving continuous improvement.
Benefits
We invest in the people who make our mission possible. Beyond a rewarding career, we offer a suite of benefits designed to support your physical, financial, and family wellbeing:
* 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.
Application Details
* Position Enquiries: Direct to Amy Priestland, Manager Current Student Services via [email protected]. Please include the job reference code REF701B in your email.
* Closing Date: 11:59pm, Tuesday, 3 February 2026.
* Working Rights: You must provide evidence of full-time working rights in Australia at application.
* How to Apply: Please note that only applications submitted via the University's online recruitment system will be considered.
Belonging at Western
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 [email protected].
About Western
This is your opportunity to be part of something bigger. By joining Western Sydney University, you become a valued member of our community. As our region changes, so too does our university. Western is boldly different, energetic, global, diverse, dynamic, and youthful.
Our mission is to deliver student success, impactful research, and stronger communities. As part of our team, you will have a stake in shaping the future of education, broadening horizons, and changing lives. Making a difference starts at Western.
For the latest please visit our website and LinkedIn.