Student Services Team Leader (Campus)

Student Services Team Leader 
Student Services | Campus Experience | Student Support 

About the Opportunity 

Are you an experienced student services leader who is passionate about delivering exceptional, student-centred support? 

As a Student Services Team Leader, you'll lead a team of Student Services Advisors at our Brisbane campus, providing high-quality support to new and existing students through face-to-face interactions and online platforms. Reporting to the Student Services Manager (Campus), you'll oversee day-to-day service delivery, meet agreed service levels and help ensure students receive a consistent, best-in-class experience. 

This is a student-facing, campus-based role for a people-focused leader who can balance coaching and development with accurate, timely and target-driven service delivery. You will work closely with Campus Operations and teams across the University to resolve complex enquiries, improve processes and support a respectful, high-performing culture. 

If you're a calm, organised and collaborative leader who enjoys making a visible difference to students, we'd love to hear from you. 

What's in it for you 

• 12-month fixed-term, full-time opportunity based at our Brisbane campus 

• Lead and develop a team that makes a direct impact on the student experience 

• Work across Student Services, Campus Operations, academic teams and specialist support areas 

• Join Australia's largest private university and a purpose-led organisation 

What You'll Do 
You'll lead the campus-based Student Services team while supporting a positive, responsive and student-centred experience for everyone who studies at Torrens University Australia. 

Responsibilities include: 

• Supervise Student Services Advisors (Campus) and oversee customer service processes in line with TGE procedures, policies and service line agreements. 

• Meet KPIs and service levels for customer experience and satisfaction, ensuring student enquiries are handled accurately and within agreed timeframes. 

• Support the team with student enquiries when , resolve complex issues and escalate matters appropriately. 

• Coordinate large-scale administrative tasks and contribute to continuous improvement activities that support accurate, compliant student records and service delivery. 

• Support the Student Services Manager (Campus) to roll out new processes and procedures, and actively identify opportunities to improve the student experience. 

• Provide international student administration support, including enrolment compliance and visa/CoE enquiries, in line with external regulatory requirements and company policies. Staff must not provide visa or migration advice. 

• Provide accurate information for tuition fee and invoice enquiries, including processing payments of tuition fees and incidental fees. 

• Analyse student feedback across relevant channels to identify service enhancements and positively influence Net Promoter Score, Student Effort Score and Student Satisfaction Score. 

• Maintain strong stakeholder relationships and participate in team meetings, events, Orientation and Information Sessions as . 

Leadership responsibilities include: 

• Lead, direct and develop a high-performing team focused on accountability, efficiency, accuracy and service to students. 

• Support recruitment, workforce planning, succession planning, capability development and resource risk management. 

• Drive engagement through regular communication, coaching, team meetings, 1:1s, professional development support and action planning. 

• Complete performance management activities when , including goal setting, monitoring and formal feedback conversations. 

• Build collaborative relationships across the University, model positive leadership and actively support company initiatives. 

Skills & Experience 

Must Have 

• Bachelor degree in a related field (Business/Commerce) is preferred. 

• 5+ years of experience in administrative support roles, preferably in a higher education environment. 

• Prior leadership or management experience, with a demonstrated ability to coach and develop a team. 

• Working knowledge of the Higher Education Support Act, ESOS Act (2000), National Code 2018 and PRISMS and/or tertiary education student records systems is preferred. 

• Proficiency in Excel and the ability to work confidently across multiple systems and platforms. 

• Strong student or customer service and engagement skills, with excellent written and verbal communication. 

• Excellent self-directed time management, organisation and prioritisation skills, with the ability to meet strict deadlines in a fast-paced environment. 

• The ability to work autonomously, take initiative, follow policies and procedures, and identify when to escalate an issue or seek support. 

• A proactive, reliable approach, strong attention to detail, honesty and a high level of integrity. 

• Availability to work in line with campus operating hours, including occasional out-of-hours or weekend work when . 

How to Apply 

Click APPLY to submit your application. 

Applications close: 18th September 2026 

Once you apply, we'll keep you updated throughout the recruitment process. 

Hiring Process 

• Application Review 

• Interview(s) 

• Reference & Background Checks 

• Offer 

 
Should you have accessibility requirements or needs, please contact sebastian.pabon@torrens.edu.au for confidential support to ensure an equitable, barrier-free application process. 

About Torrens University Australia 
At Torrens University Australia, we're transforming lives through education. As a Certified B Corporation, we're committed to making a positive impact by providing industry-relevant education that helps students build meaningful careers. 

Our Student Services team plays an important role in creating accessible, responsive and supportive experiences that help students connect, participate and thrive throughout their studies. 

Our Culture 

Our people are passionate about innovation, collaboration and creating exceptional student experiences.