Job no: 523052
Brand: Flight Centre Travel Academy
Work type: Full time
Location: New South Wales, Queensland, South Australia, Victoria, Western Australia
Categories: Leisure Travel & Retail, People & Culture

About the Opportunity
The Student Support Consultant will provide support to Flight Centre Travel Academy (FCTA) students. The position is responsible for the efficient and effective day-to-day student support function which contributes to the service provided by FCTA. The position requires that effective communication is established and maintained with key outcomes focused on high student retention, progression, satisfaction and program completion.
Working with an entire brand that is passionate about the education, success and employment of students, the Student Support Consultant position is integral to the Flight Centre Travel Academy. Based within a team and business that value care, united, challenge and irreverence, this role would suit someone that is committed to helping others.
This full time role can be based in all AU cities with Flight Centre Travel Group (FCTG) HQ's.

What you will be doing:
Student Support

• Providing student support by checking and actioning phone calls, voicemails, emails and text and responding or directing queries accordingly
• Support, understand and implement the engagement side of student support
• Management of the national student email inbox, resolving or directly addressing student enquiries appropriately
• Support processing, tracking, and reporting on extensions, deferrals and withdrawals
• Record all student communication in CRM and tracking reports to ensure transparency and consistent student experience
• Study support for all programs by providing clear and concise communication of compliance, processes and support to all students
• Regular communication with all disciplines on efficient process for student support
• Keeping up to date with Course content, assessments and Program information to ensure student queries can be handled in a timely manner

Student Progression

• Monitor and action LMS assessment submissions
• Complete last login checks and follow up with students where applicable
• Utilise reporting data to identify opportunities to proactively target students for assessment submission dates

What you will need:
Essential

• Minimum 12 months experience in a customer service role
• Diploma of Travel & Tourism or equivalent tertiary qualification
• Proficient in Microsoft Office suite
• Excellent communication skills both written and verbal
• Ability to build strong relationships with internal and external stakeholders
• Be self-driven, self-motivated individual, who can demonstrate these skills daily to students

Added Advantage

• Travel & Tourism/ airline/ hotel industry experience
• Previous Travel Academy graduate

What's in it for you...

• Salary: The successful candidate will be rewarded with a base salary package of $60 k (+ super), plus a potential 10% upside, with global career advancement and travel opportunities! Work with some of the largest and most well-known businesses in Australia and colleagues across the business
• Culture: You will be employed by a company that takes pride in their employees and offers a team culture like no other in the industry - Flight Centre Travel Group Australia is proud to be a certified Great Place To Work® Australia New Zealand Pty Ltd
• Development: individualised Learning & Development pathway options
• Exclusive Staff Discounts: accessible via our employee-only portal with 350+ of Australia’s leading retailers, health and wellness discounts, financial planning advice, employee share plan and more
• Generous Travel Discounts: including family and friends, on flights, hotels, tours, cruises, travel insurance and more
• Flexibility: Monday to Friday week, business hours with flexible options
• Brightness of future: career opportunities in a network of brands and businesses across the globe - we promote from within
• Corporate Health Discounts: access exclusive discounts on health insurance plans for you and your family with our partner, BUPA
• Mental Health: support and Employee Assistance Program for staff and family
• Giving Back: Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and the Flight Centre Foundation; paid parental and volunteer leave
• Social: regular awards nights, social team-building and industry events, with the opportunity to attend global conferences (Lisbon in 2024, Los Angeles in 2025)
• Sustainability: the protection of our environment is essential to the future of Tourism - as a leading travel group, we have made efforts to affect positive change to the environment

Flight Centre Travel Group is committed to creating an inclusive and diverse workplace that supports your unique identity to create better, safer experiences for everyone. We encourage you to come as you are, to foster inclusivity and collaboration. We celebrate you!

#LI-CM1#FCTA#LI
Our Talent Acquisition Team kindly requests no unsolicited resumes or approaches from Recruitment Agencies. Flight Centre Travel Group is not responsible for any fees related to unsolicited resumes.

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