"Student Success Coach"

Job Description

• Full-time, Fixed-Term position at HEW Level 6 until 13 Sep 2026.
• Penrith campus with flexible working arrangements.
• Salary: $95,777 - $102,659 per annum, plus 17% Super and Leave Loading.

Help at-risk students get back on track through proactive, data-informed outreach and support.

The Opportunity 

Student Success Coaches are part of a proactive, rapid-response team within Student Success in the Education and Students portfolio. In this role, you will use behavioural data, student engagement indicators and real-time analytics dashboards to identify international students who may be disengaging or becoming academically at risk. You will reach out early, build rapport quickly and work with students to understand the non-academic and behavioural barriers that may impact their success.

You will design short-term, high-impact support plans that help restore engagement and connection. Using predominantly two-way messaging channels, supported by outbound phone calls where appropriate, you will conduct brief, student-centred check-ins and coordinate follow-up actions. You will seek support on students’ behalf, such as arranging academic support for program planning, and refer to specialist wellbeing and support teams where needed.

Collaboration is central to this role. You will work closely with Student Services Hub colleagues, Success Analysts, Academic Success and Advising Partners, Equity and Wellbeing and Careers to ensure seamless handovers and avoid duplication. You will contribute to communities of practice and trend reporting, helping to build integrated, data-informed student success strategies for various cohorts, while maintaining independence from academic and curriculum processes to remain agile and responsive.

What Success Looks Like:

• At-risk students are identified early through behavioural risk indicators and contacted promptly through coordinated outbound campaigns.  
• Students experience brief, high-quality coaching conversations that result in clear, short-term support plans and improved engagement. 
• Collaboration with Student Services Hubs, Success Analysts, Advising, Equity and Wellbeing, and other student teams leads to seamless referrals and reduced duplication.  
• Case management for students is well coordinated, with appropriate consideration of policy and welfare requirements. 
• Accurate records of outreach, referrals, follow-up actions and outcomes are maintained, supporting ongoing monitoring and data-informed practice.  

Please refer to the Position Description for full details.

About You 

• Relevant work experience in student engagement, customer service (including call centres) or wellbeing/coaching roles. 
• Strong communication, interpersonal and listening skills, with the ability to build rapport quickly.  
• Knowledge of the student lifecycle and the barriers to engagement and belonging in higher education. 
• Proactive attitude with an ability to both problem solve and work independently. 

Benefits 

We invest in the people who make our mission possible. Beyond a rewarding career, we offer a suite of benefits designed to support your physical, financial, and family wellbeing: 

• Fitness Passport: Access hundreds of gyms and pools across the state. 
• Onsite Childcare: Convenient facilities with exclusive staff discounts and salary packaging options. 
• Financial Benefits: Salary sacrifice options for onsite parking and novated motor vehicle leasing, 
• Holistic Support: Free Employee Assistance Program (EAP) along with discounted retail and private health cover. 

Application Details 

• Position Enquiries: Direct to Natalee Koller, (Manager, Success Coaches) via N.Koller@westernsydeny.edu.au. Please include job reference code REF985J in your email.
• Closing Date: 11:59pm, Monday 16th February 2026.
• Working Rights: You must provide evidence of full-time working rights in Australia at application.
• How to Apply: Please note that only applications submitted via the University’s online recruitment system will be considered.

Belonging at Western 

We are committed to substantive equality as outlined in our Equal Opportunity Policy. We actively encourage applications from Indigenous Australians, candidates of all gender identities and expressions, people of all abilities, and those from culturally and linguistically diverse backgrounds.

For Reasonable Adjustments during the application process, please contact talentacquisitionteam@westernsydney.edu.au.

About Western 

This is your opportunity to be part of something bigger. By joining Western Sydney University, you become a valued member of our community. As our region changes, so too does our university. Western is boldly different, energetic, global, diverse, dynamic, and youthful.

Our mission is to deliver student success, impactful research, and stronger communities. As part of our team, you will have a stake in shaping the future of education, broadening horizons, and changing lives. Making a difference starts at Western.

For the latest please visit our website and LinkedIn.