About the Company
Our client is a large education and training organisation committed to helping students achieve positive learning outcomes. Through proactive engagement and personalised support, the organisation is focused on improving student participation, retention and course completion.
Role Overview
As a member of the High Impact Touch Team, you will proactively engage with prospective students through targeted outbound campaigns. Your focus will be on building rapport, identifying barriers to enrolment, providing tailored support, and helping applicants successfully transition into and continue their studies.
You will also capture detailed outcomes, identify trends, and provide valuable insights to support continuous improvement initiatives.
About the Person
You are a confident communicator who enjoys building relationships and supporting customers to achieve positive outcomes. You are proactive, resilient, and comfortable working in a fast-paced, target-driven environment while maintaining accuracy and attention to detail.
We particularly encourage applications from Aboriginal and Torres Strait Islander candidates, as supporting Aboriginal students throughout their education journey is an important focus of this team.
Key Responsibilities
- Conduct high-volume outbound calls to prospective students.
- Build rapport and identify barriers preventing enrolment or ongoing study.
- Provide information, guidance and support to help customers achieve successful outcomes.
- Accurately maintain customer records and detailed case notes across multiple systems.
- Analyse customer interactions and identify trends, common themes and improvement opportunities.
- Prepare clear and accurate reports on campaign outcomes.
- Contribute to initiatives that improve student engagement, retention and course completion.
- Experience in a high-volume inbound and/or outbound contact centre environment.
- Background in customer engagement, retention, sales or consultative customer service.
- Demonstrated ability to influence positive customer outcomes through meaningful conversations.
- Strong relationship-building and communication skills.
- Experience managing multiple systems while maintaining a high level of accuracy.
- Excellent record-keeping, case management and administrative skills.
- Strong analytical skills with the ability to identify trends and prepare clear reports.
- A proactive, customer-focused approach with excellent attention to detail.
