Student Coordinator & Phone Support Officer

Laneway Education, a Sydney-based Registered Training Organisation (RTO) delivering nationally recognised vocational education and training, is expanding its offshore team. We are seeking a reliable and communicative Student Coordinator & Phone Support Officer to help our VOE students stay on track and provide a friendly voice on our phones. In this role, you will act as the vital link between our VOE students and the Academic team, coordinating daily student activities, keeping staff informed, and managing inbound phone calls professionally.

Key Responsibilities

Student Coordination:
You will serve as the first point of contact for VOE students and ensure smooth communication within the team. Your duties include coordinating students from enrolment through to course completion by following up on onboarding, participation, and progress. Promptly and professionally respond to student emails and messages. Monitor student activity to identify those who are inactive, at risk, or require additional support. Keep trainers, support staff, and management updated with timely information, escalating any issues early. Accurately record contacts, follow-ups, and outcomes in the student management systems. Prepare simple, regular reports on student status for the Sydney team. Adhere strictly to Laneway’s policies and procedures, including privacy, student records, and RTO compliance requirements.

Phone Support:
You will manage inbound calls from students, employers, and the public, ensuring every caller receives assistance or is directed to the appropriate person. Resolve straightforward enquiries during the call and escalate more complex issues to the relevant staff member. Take accurate messages and log all calls, including outcomes and any required follow-up. Conduct outbound follow-up calls to students when necessary. Maintain confidentiality and handle sensitive student information with care and professionalism.

Required Qualifications

Excellent spoken and written English skills are essential, along with a clear and friendly phone manner. Previous experience in customer service, student support, administration, or a call centre environment is required. Strong organisational skills are necessary to manage multiple students and follow-ups simultaneously. You should be proactive in communication, keeping the team informed before they need to ask. Confidence in using email, online learning platforms, and basic reporting tools is important. A reliable internet connection and a quiet workspace suitable for taking calls are also essential.

Preferred Qualifications and Benefits

Experience in the Australian Vocational Education and Training (VET) sector or with an RTO is highly desirable. Familiarity with learning management systems such as Moodle and student management systems will be advantageous. An understanding of privacy and confidentiality obligations when handling student records is preferred.

This role offers the opportunity to be part of a growing education organisation, supporting students throughout their learning journey while working remotely as part of an international team. If you are organised, communicative, and committed to student success, this position could be an excellent fit.