Job Description

Role: Student Enrolment Advisor

Location: Melbourne, Australia

Job type: Contract (5-6 months) – Hybrid

Why QS?

At QS, we believe that work should empower you. That’s why we foster a flexible working environment that encourages every employee to own their career whilst thriving personally and professionally. Our company values underpin everything we do – we collaborate, respect and support each other.

It’s our mission to empower motivated people around the world to fulfil their potential through higher education, ensuring that everyone has access to opportunities that change lives.

Our diversity makes us stronger. By sharing our experiences, we learn from one another and achieve more together, driving progress across the sector.

At QS, you’ll be responsible for implementing real change in the international higher education landscape. You’ll take on meaningful challenges that see a positive impact across the business and the wider sector.

We’re confident you’ll feel right at home here. QS was named as one of Newsweek’s Top 100 Most Loved Workplaces® in the UK (October 2023) – recognition of the respect, trust and appreciation that drive our culture every day and as a gold-accredited Investors in People organisation – putting us among the top 28% of workplaces globally – it’s official: QS is a place where everyone can thrive.

As a Student Enrolment Advisor, this is what you’ll be doing:

As a Student Enrolment Advisor, you will act as a brand ambassador for leading universities and higher education institutions, helping prospective students navigate their journey from enquiry through to enrolment.

You will play a key role in engaging with future students, both domestic and international, while providing guidance, answering questions, and supporting them throughout the enquiry, application, and offer process to help them take the next step towards their educational goals.

This role is ideal for current university students, recent graduates, or individuals looking to build experience in customer success, higher education, student recruitment, sales, admissions, or relationship management. Full training will be provided.

You will support up to 3 different higher education clients and will be expected to work flexibly across multiple communication channels, including:

• Inbound phone calls
• Outbound phone calls
• Email
• Live Chat
• SMS
• WhatsApp and messaging platforms

As a representative of our university partners, you will be expected to deliver a professional and high-quality customer experience while collecting valuable student insights that contribute to client reporting and continuous improvement initiatives.

What We're Looking For

We're seeking energetic, motivated and confident communicators who enjoy connecting with people and making a positive impact.

You may be:

• A current university student
• A recent graduate
• Someone looking to start a career in education, customer success, sales or recruitment
• An experienced customer service professional seeking a new challenge

To be successful, you will demonstrate:

• Excellent communication and interpersonal skills
• Confidence speaking with people over the phone while inputting accurate data entry
• Strong organisational and time management skills
• A positive and resilient attitude
• The ability to manage competing priorities in a fast-paced environment
• Navigating multiple systems and utilising AI
• A passion for helping students achieve their goals

We're not looking for someone who ticks every box. We're looking for friendly, driven individuals who are eager to learn and contribute to a supportive and diverse team environment.

Flexibility & Overtime

Higher education is a dynamic industry with peak periods throughout the year. As such, we are looking for candidates who are willing to support business needs through occasional overtime opportunities, including:

• Evening shifts
• Weekend work
• Public holiday coverage

This flexibility is highly valued and helps ensure students receive support when they need it most.

Working Arrangements

This is a hybrid position, with a requirement to work from our Melbourne office two days per week.

Responsibilities

Student Engagement & Operations

• Engage with prospective students throughout the enquiry, application and offer stages to support conversion outcomes.
• Deliver exceptional customer service across all communication channels.
• Conduct proactive outbound campaigns to engage prospective students and encourage progression through the student journey.
• Work collaboratively with team members to deliver client campaigns and achieve business objectives.
• Adhere to all company protocols, client requirements and best practice guidelines.
• Accurately record student interactions and maintain CRM records.
• Collect and document student feedback to support client insights and reporting.

Quality & Compliance

• Ensure all student interactions meet quality and compliance requirements.
• Maintain accurate data entry and reporting standards.
• Achieve a minimum monthly Quality Assurance score of 90%.
• Follow client and company policies when providing information and advice.

Key Performance Indicators

Successful Student Enrolment Advisors are expected to:

• Meet daily activity and productivity targets across all assigned communication channels.
• Complete a minimum of 60 outbound calls per day on average while maintaining quality engagement standards.
• Handle inbound student enquiries professionally and efficiently.
• Achieve a minimum monthly Quality Assurance score of 90%.
• Maintain an average customer satisfaction score of 5/6 or higher.
• Manage inbound calls within:
  • 30-second queue times
  • Maximum 60-second hold times
  • Maximum 3-minute wrap-up times
• Respond to student emails within a 24 hour turnaround time while meeting data quality requirements.
• Consistently meet client service levels, conversion objectives and operational expectations

So, who are we and what do we do?

QS is the world leader in higher education services, analytics, insights and intelligence. From consultancy to student mobility, academic partnerships to branding solutions, our services power both institutional and individual success. We’re behind the world’s most widely read university rankings (Meltwater 2023). Our QS World University Rankings® reach hundreds of millions, shaping decisions and guiding futures.

Since launching in 1990, our impact and influence have only grown. Today, we work with more than 2,000 of the world’s leading higher education institutions, over 12,000 employers, and governments seeking change and socioeconomic development through higher education.

Join QS and you’ll join an 800-strong community of problem-solvers, creators, collaborators and change-makers based in 40+ countries and 11 international offices, including Australia, Malaysia, India, Romania, Singapore, France, Germany, the USA and our headquarters in London.

With every talented new hire, business acquisition and bold initiative, we’re strengthening our reach and delivering even greater value to institutions and learners worldwide. Are you ready to shape the future of higher education?

Like what you’ve heard? Great, apply now!

As a candidate, we know the application and interview process can be daunting and so it’s important that you have a great experience with us. Our dedicated Talent Team will work hard to ensure you are fully informed at all stages and you are really excited by this opportunity to do meaningful work in the education space.

Equal opportunities

QS Quacquarelli Symonds is proud to be a fair and equal organisation where everyone has the same opportunity to achieve their full potential, irrespective of their background or personal attributes. We celebrate our diversity and believe through sharing our experiences we can learn from one another, be stronger together, and enable our business to thrive.