Student Resolutions Officer - Brisbane, Australia - Kaplan

Kaplan

Verified Company

Brisbane, Australia

4 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

26 days' annual leave, including 1 for your birthday, plus other great benefits:

Work flexibility
work from home and office each week:

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Be part of industry leading supportive and positive work culture:

Permanent Full-time position based in Brisbane

Role
The Student Resolutions Officer is responsible for supporting the resolution of complex student enquiries and complaints. The Student Resolutions Officer also provides educational support to students enrolled in Kaplan Professional courses to ensure academic success.

Responsibilities

Coordinate the resolution of complex student enquires or difficult customer complaints across Kaplan Professional
Maintain accurate records of all student communication
Adhere to procedures and policies regarding student complaints
Help solve special consideration resolution across Kaplan Professional courses
Identify and manage at risk students through analysis and strategy
Conduct proactive outbound calls
Collate feedback and data identifying 'at risk' issues to inform policy and processes
Track student retention and progression data to ensure agreed KPIs are met
Contribute to a supportive, positive, safe workplace
Approach your work with integrity and accountability in line with all Kaplan policies and procedures

Requirements:

23 years' experience managing complex customer queries (essential)
Strong interpersonal and communication skills and the ability to liaise with diverse stakeholders (essential)
Superior customer service, relationship management skills and exceptional phone manner (essential)
Strong ability to understand individual motivations
Exhibit tact, diplomacy, discretion, and empathy when dealing with students
Ability to manage high volume workload in a fastpaced environment
Excellent attention to detail with accurate data entry skills
Strong understanding of training requirements for the financial services industry and the agencies and regulations that govern it
Working knowledge of Salesforce and Learning Management System (desirable)
Strong time management skills and ability to multitask (desirable)
Ability to work both independently and as part of a team (desirable)
Degree qualified desirable

Kaplan Professional

Kaplan Professional delivers Higher Education and Continuing Professional Development (CPD) courses and programs for major financial services companies in Australia, and their employees.

Join us at Kaplan & enjoy a great benefits package, our friendly and collaborative team culture, & our support of our peoples' personal, professional & academic development.

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