"Student Matters Officer"

We're Hiring!

Student Matters Officer

• 494723
• Townsville
• Professional
• Full time
• Closing on: Apr 5 2026

James Cook University (JCU) is creating a brighter future for life in the Tropics and beyond, through education and research that makes a difference locally and globally.

We now have an exciting opportunity for a Student Matters Officer to join our team in the Student Services and Support Directorate.

• Full-time, continuing position
• Based at the Townsville Bebegu Yumba campus, Douglas
• HEWL 5: $78,740 - $89,310 per annum plus up to 17% employer superannuation contributions, leave loading and other generous employee benefits.

ABOUT THE ROLE

Your responsibilities will encompass a range of vital tasks, including the administration of student complaints, misconduct matters, formal reviews and appeals to achieve timely and satisfactory outcomes for all stakeholders. You’ll ensure compliance with legislation, policies, and procedures, while maintaining meticulous record-keeping and adherence to timelines. We value continuous improvement, and your role will be integral in this pursuit. Your efforts will be directed toward enhancing service quality and process efficiency to ensure consistently high levels of customer satisfaction. You’ll also contribute to a high-performance culture within the Student Services Directorate, focusing on teamwork, respect and innovation.

QUALIFICATIONS, SKILLS AND EXPERIENCE

Ideally, we are seeking someone with an administrative legal background and/or excellent written communication skills. To truly shine in this role, you’ll also need to bring excellent organisational skills and problem-solving abilities to navigate competing deadlines while exercising discretion, maintaining confidentiality, and consistently showcasing sound judgment and initiative. Exceptional interpersonal skills are paramount for fostering and nurturing highly productive relationships with both staff and students, ensuring sensitivity and empathy in every interaction. Your proficiency with computers, the Microsoft Office suite and data entry will empower you to effortlessly navigate through various technological tools, ensuring seamless and accurate record-keeping in line with established policies and procedures.

ABOUT THE STUDENT SERVICES AND SUPPORT DIRECTORATE

The Student Services Directorate is responsible for managing and coordinating a broad range of student administrative and enquiry management functions and services that are critical to the student experience. Services cover the stages of the student life cycle, from once admitted to a course through to graduation. Areas within the Directorate include: Academic Administration and Enrolment; Client Services, Communications and Engagement (including student events and activities); Student Finance and Scholarships; Assessment, Examinations and Graduations; Inclusion, Wellbeing and Outreach; and Student Matters.

SHAPE YOUR FUTURE WITH JCU

At JCU we’re not just shaping minds; we’re shaping the future.

As Australia’s only university established to focus on the issues of Northern Australia and the Tropics worldwide, JCU is dedicated to helping the world’s tropical regions to prosper. With our main campuses located in the vibrant and diverse tropics of Northern Queensland, JCU is at the forefront of research and education in some of the world’s most critical areas, including marine biology, environmental science, tropical and rural health, and more.

Find out more about JCU, our Careers and our locations.

WHY JCU?

JCU offers a dynamic and culturally diverse workplace where your ideas are valued, your professional growth is supported, and your work-life balance is respected. Working under the values of Authenticity, Excellence, Integrity, and Respect, we support and empower our people through the provisions of;

• A generous superannuation scheme with up to 17% employer contributions with UniSuper
• 36.25-hour full-time working week
• 5 weeks of annual recreation leave plus leave loading
• 15 days paid sick/carers leave per year
• Up to 6 months paid parental leave or 12 months at half pay
• A range of flexible working options
• Attractive options for salary packaging
• Staff study assistance and paid study leave
• Ongoing professional development support
• Fitness Passport
• Corporate discount on health insurance
• Free Employee Assistance Program (coaching and counselling)
• Well-equipped modern facilities and contemporary workspaces with access to on-site childcare, medical services, gym and cafes.

HOW TO APPLY AND CONTACT DETAILS

Are you ready to make a difference? Join us at JCU, where your future meets the tropics.

Click the ‘apply’ button to be redirected to the JCU careers page and follow the below steps:

1. Complete the application form
2. Upload your current resume
3. Upload a cover letter outlining your relevant experience in relation to the key requirements of the role and how your skills and experience will ensure your success.

Applications close on Sunday 5 April at 11:55 PM AEST.

As the role requires an urgent commencement, we are seeking applications from candidates who have current Australian work rights.

For any enquiries about the role, please contact Kelly Heilbronn – kelly.heilbronn@jcu.edu.au.

ABOUT OUR PROCESS

At JCU, we are committed to employing individuals who meet the requirements of the role and align with our values. All applicants will be contacted and advised of an outcome once the recruitment process is finalised.

Please visit our Information Privacy Policy to understand how your information is collected, stored, accessed and used.

WHAT MATTERS TO US AT JCU

• Our People - Our staff, students, and the communities we serve
• Our Education - Knowledge has the power to change lives
• Our Place – the Tropics and beyond
• Our Research – a catalyst for innovation and knowledge generation

James Cook University encourages people from all backgrounds who meet role requirements to apply. We value and celebrate the diversity of our community and are committed to ensuring our learning and working environment is safe and welcoming.