We are thrilled to offer the exciting opportunity for a professional, passionate and enthusiastic individual to join our rapidly growing Student Success Team as a Student Success Specialist at Contour Med Prep!
At Contour, we take pride in providing exceptional, well-rounded tutoring services that empower our students to achieve their goals. As a Student Success Specialist, you will serve as the primary point of contact for enrolled students and their parents, ensuring they feel supported and valued throughout their journey. Your role will focus on coordinating the delivery of our programs and fostering a nurturing environment where students can thrive. This position is centred on building meaningful relationships with students and their families. You will take the time to understand each student’s unique needs and aspirations, actively engaging with them to ensure they are fully enjoying and benefiting from their experience at Contour. By checking in regularly, addressing questions and concerns, and celebrating successes, you will play a crucial role in helping students make the most of our programs.
This isn’t just any admin role; it’s a highly specialised service that requires someone with a genuine desire to support students and their families with professionalism and care. Your passion for student success and commitment to providing a positive experience will make you an invaluable member of our team. We strive to remain Australia’s Leading Medical Preparation Program, and as a Student Success Specialist you will be a vital component of our vision, embodying our commitment to support and excellence during this crucial phase of a student’s education.
Who Are We
Contour Med Prep is a leading medical preparation program that currently specialises in comprehensive UCAT and Interview preparation, aiming to empower and support the next generation of healthcare professionals in the highly competitive yet often daunting process of gaining entry into medical school.
Our UCAT course aligns itself with the objective of the UCAT, rigorously training students in the mental abilities and skills of a successful doctor or dentist, through engaging group lessons, comprehensive and abundant resources, live mock exams, 24/7 student support and so much more! We are extremely committed to innovative and results-driven medical preparation, with industry-first initiatives such as our Live UCAT Testing Centre and student accountability system propelling our 2023 students to an industry-leading median UCAT score of 3040+, one student even setting the world record score of 3590!
Over 3,000 students and 100 staff have joined our tutoring services since our founding in 2020. This year, we have successfully expanded our in-person Live Testing Centres to Brisbane and Sydney, with over 1000 bookings, and hundreds of new enrolments from all over Australia. Our growth is a testament to our dedication to providing ALL our students and parents with a high-quality tutoring experience (from 24/7 personal support to on-demand resources) and our commitment to helping them achieve their goals. We were listed as the 17th Fastest Growing Startup by the Australian Financial Review in 2022, and we're continuing to multiply year over year! It's our vision to reshape education, starting with tutoring.
The Role
At Contour, we understand that the journey to medical and dental school often involves confusion and complexity. The long and tedious journey can often be incredibly lonely, and hard to navigate through if going alone for the first time.
That’s where you come in! As a Student Success Specialist, you will play a pivotal role in guiding students through this taxing and often confusing process, providing them the support they need as a student of Contour Med Prep. Your mission will be to help students make the most of their experience with Contour Med Prep, ensuring our programs are delivered effectively to maximise students’ success while navigating our UCAT, Medical Admissions and Interview courses.
You will develop strong relationships with students and their parents along their journey, through 1-on-1 consultations, call/text/email support and administrative assistance, serving as the primary contact for students and parents. This role is not simply a typical admin role, but it is a highly specialised service which demands a motivation to see prospective medical and dental students grow and thrive in their unique and individual paths to achieve their goals. You will need to possess adaptability, interpersonal skills, and a sense of empathy towards students and parents, understanding both their aspirations and anxieties.
The role is multi-faceted and highly collaborative, as it requires teamwork and coordination with other members of the Sales team, as well as liaising with the VCE Sales team, and the UCAT Tutoring team amongst others. Collaboration is instrumental in creating a cohesive and supportive pathway for our students, thereby maintaining the high standards of guidance and support that Contour Med Prep prides itself on.
The Student Success Specialist role allows for a flexible balance between in-person and remote work. While the initial training will be conducted in person, you will have the option to work more or less in-person based on your preferences and the needs of the team, enabling you to effectively manage both your professional and personal commitments. You will rely on your solid knowledge base, unwavering commitment, and excellent communication skills to excel in this role. This is an opportunity to make a profound impact on the lives of aspiring medical and dental students, guiding them toward their dreams with clarity and confidence. Join us at Contour Med Prep and be a part of a dedicated team that will change the face of medical preparation and enrolment support!
Why Contour, and Why This Role?
Working in our collaborative environment with an energetic team is a fantastic opportunity to let your social personality thrive, hone your knowledge and learn heaps along the way!
At Contour Med Prep, you’ll get an inside look at one of the fastest growing start-ups in education in Australia. Our team is super driven and hard-working, but we’re all easy-going and friendly, and we love our frequent (paid-for) team dinners and meet-ups, where you’ll get to talk and vibe with everyone.
Our goal is to reshape education, starting with tutoring. We think there's an opportunity for a brand and organisation to create a significant impact on school-level education in Australia. We believe, through the implementation of technology and modern business practices, learning can be much more enjoyable and effective for students. As we progress, our small steps start to become big strides, as we make major advances in the resources & support we provide to our students.
This isn't a regular admin or sales role where you'll deal with boring paperwork or rude customers. Instead, you'll have the opportunity to talk to hundreds of young people - both parents and students - throughout the week. You'll get to have banter, they'll share fun stories, and you'll also get an opportunity to be a supportive figure in the students' final years at school.
There is a large and rapidly increasing interest from new students for our medical preparation program, so you'll have many opportunities to talk to people and let your personality shine. In this role, we want you to share your stories and experiences with students and help them grow confidence in their chances of success with entry into the medical field!
Comprehensive Training & Support
Working in a collaborative environment and an energetic team can be a fantastic opportunity to hone your interpersonal skills and learn so much along the way!
When you join, you'll be properly onboarded with all the support and personal feedback you need to settle in, and you'll work closely with our leadership team to upskill and refine your communication and problem-solving skills. You'll also be thoroughly introduced to all our CRM software and consultation documentation, and will be familiarised with our current course structures including our UCAT and Interview courses.
By the end of your training, the role will become very familiar to you, and you will feel comfortable running 1-on-1 Program Set-Up Consultations to enhance students’ experiences and addressing any student concerns! You'll also be engaged with the rest of the team through routine catch-ups, and over time you'll receive further perks and work opportunities.
Key Responsibilities
As one of our Student Success Specialists, your main tasks will include (but are not limited to):

• Program Set-Up Consultations: Running 20-Minute 1-On-1 Consultations via Zoom for students and parents who have decided to enrol in our program. This is your opportunity to introduce yourself as their ongoing support contact at Contour Med Prep. You will also set up the student’s online learning platform and guide them through the abundant resources available.
• Coordinating Program Delivery: Take the lead in key aspects of program delivery, including scheduling student mock exams and tutor consultations, overseeing course enrollments, and following up on billing and invoicing. Your role will also be vital in effectively handling complaints and resolving any issues, as this will maintain a positive experience and foster trust within the Contour community.
• Inbound & Outbound Call/Text/Email: Connect with students and parents through phone calls, texts, and emails, ensuring a seamless and supportive experience, to address all questions and concerns. Your communication skills will help create lasting relationships that empower students every step of the way.
• Ongoing Check-Ins: Stay actively involved with students and their families throughout the course, checking in regularly to ensure they're attending classes and fully enjoying their experience at Contour. Your support will make a world of difference in their journey!
• Processing Student Unenrolments: Handle unenrolments with care and professionalism, focusing on addressing any pain points that may have led to this decision. You will ensure that we’ve done everything possible to support the student before proceeding with the un-enrolment process, reinforcing our commitment to their success.
• Program Recommendations: Actively recommend Contour Med Prep programs, such as our Medical Admissions Program and Interview Course, as well as referring students to Contour Education for VCE and High School Tutoring. Your genuine recommendations will guide students and parents toward support that can significantly enhance their preparation and help them achieve their dreams.
• Training & Meetings: Complete our comprehensive initial onboarding and training program as you get started in the role. There will also be ongoing weekly meetings and training sessions in both a group and 1-on-1 format, giving every team member a chance to contribute, discuss their progress and collaborate on ways to improve.

Expected Work Hours

• Minimum of 40 Hours/Week

Compensation

• The indicated annual package is between $55,000 - $65,000 + super, depending on your prior experience. There will also be fixed bonuses associated with relevant KPIs.

Skill Requirements

• Honesty and Integrity
• Excellent People Skills
• High Level of Empathy
• Exceptional Communication Skills
• Detail-Oriented & Organised
• Energy and Enthusiasm
• Independence & Proactiveness
• Ability to Build and Maintain Relationships
• Willing to Listen, Learn & Lead
• Professionalism when Required

Experience Requirements

• Mandatory
• Completed VCE (or Interstate Equivalent)
• Prior Sales or Customer Service Experience
• Ideal
• Completed the UCAT
• Prior tutoring, mentoring or leadership experience

NOTE: These are not hard-fast requirements; however, they are favourable to your application.
Personal Requirements

• Passionate, and Engaged (we want you to be energetic and relatable with our students!)
• Genuine Desire to Help Students & Parents (it's our goal to help students achieve their potential!)
• Ability to Commit to Hours (e.g. can't constantly reschedule or miss work)
• Travel to our Glen Waverley or Melbourne CBD Campus for onboarding, training and in-person work days.
• Sign an NDA (e.g. can't distribute our resources/company info to others)
• Agree to a non-compete clause (i.e you can't work with similar organisations)

Benefits

• Competitive benefits and pay, recognising the pivotal role of student support and a high quality enrolment experience.
• Satisfying and fulfilling work helping students succeed (it feels good when students achieve their dreams!).
• Primary focus on providing an excellent student/parent experience.
• Significant improvement in public speaking, teamwork and leadership skills (and you get paid for it).
• Personalised training and feedback to improve your professionalism and communication skills.
• Creative freedom in a fun start-up environment (no corporate walls, talk directly to the founders or students).
• Opportunities to do more work, and performance-based pay rises.

This is not just any other admin or tutoring job; it’s a calling for someone committed to providing an excellent student experience, and supporting students in their medical preparation journeys! If you're people-oriented and passionate about education, we want to hear from you - apply now, and become a part of our mission to reshape education :)
Job Type: Full-time
Pay: $55,000.00 – $65,000.00 per year
Schedule:

• Fixed shift
• Monday to Friday
• Weekend availability

Application Question(s):

• Did you complete the UCAT? If so, what was your final UCAT score?
• How many hours can you commit to this role per week?
• How long do you anticipate working in this role?
• Why do you want to be a Student Success Specialist at Contour Med Prep?
• Why do you think you would be a good fit to succeed in this role?
• What are the key qualities and traits that make a good Student Success Specialist?
• What do you anticipate to be the biggest challenges in this role?
• Do you have any previous admin/customer service experience? If so, please list and describe all of it.
• Describe a time where you were in an administrative/customer service role - what did you enjoy and what did you not enjoy in this role?
• If you have not had any experience in this space, describe another work/volunteer role and what you enjoyed/did not enjoy.
• Did you complete Year 12 in Australia? If so, what was your final ATAR?

Experience:

• Tutoring: 1 year (Preferred)

Language:

• English (Required)

Licence/Certification:

• Working with Children Check (Preferred)

Work Location: Hybrid remote in Melbourne, VIC 3000