"Student Support Officer"

Job Description:

• Employment Type: Full time contract role until November 2027 x2
• Remuneration: $103k + 17% super and leave loading
• Location: Liverpool (On-site role)

The Liverpool Study Hub is a community-driven space designed for any current and future tertiary students, regardless of where they are studying to support their academic journey into and throughout their tertiary education; offering study spaces, learning support and wellbeing services in their local community.

Supported by the Australian Government and UNSW through the Suburban University Study Hubs Program, this initiative works to support educational access, foster community partnerships, and increase tertiary attainment in one of Sydney’s most diverse and rapidly growing regions.

UNSW is one of the world’s leading universities, committed to a mission to advance Progress for All through transformative education, innovative research and meaningful engagement with people, communities and partners in Australia and around the world.

Why your Role Matters:

As a Student Support Officer, you will be delivering a high-quality, student-centered support service at the Liverpool Study Hub. With a focus on student wellbeing, you will encourage academic engagement and success through early intervention, expert guidance, and effective pathways referrals that support access to higher education opportunities.

Working in collaboration with Hub staff, UNSW teams and external partners, you will support the Hub in improving student experience in their community, ensuring a high-quality service delivery in the space. Bringing your experience in engaging with students from diverse backgrounds, you will offer trusted, sensitive advisory support, safeguard students with complex needs, and contribute to a safe and inclusive Hub environment.

Your day-to-day focus will include:

• Designing and delivering a general guidance service to assist individuals and groups of students in navigating studies and support services.
• Ensuring the delivery of high-quality support services to students, assisting with common enquiries, including study skills, university processes, well-being concerns and referrals to specialist services.
• Overseeing student support operational plans, policies and procedures, as well as contributing to service improvement projects.
• Coordinating support for students with more complex support and advocacy needs, under guidance from senior staff.
  (including access to psycho-social assessment and education, case management, mental health support, and advocacy)
• Supporting initiatives and events that improve service delivery, enhance student safety and engagement through early connection and access to programs and resources

The role reports to the Hub Manager to deliver high-impact outcomes aligned with the program’s mission to improve access and boost success in higher education by offering inclusive, educational services tailored to Liverpool’s unique needs.

Who You Are:

A compassionate and student‑centred professional with a strong foundation in education/community support, experienced in guiding individuals through tertiary education enquiries, and student support pathways. Skilled in building rapport, handling sensitive conversations with empathy to ensure timely, appropriate support.

You will hold the following skills and experience:

• A relevant degree in education, social sciences, community services, career development, psychology, or a related field, or equivalent experience supporting students or community members in an educational or service-based environment.
• Experience providing general student support, including assisting with enquiries, navigating processes, and connecting individuals with appropriate services.
• Strong interpersonal and communication skills, with the ability to build rapport, listen effectively and engage with students from diverse backgrounds in a supportive and respectful manner.
• Ability to manage sensitive conversations with discretion and empathy, and to recognise when issues need to be referred to specialist services.
• Familiarity with referral pathways and confidence liaising with internal teams and external organisations to support student access to education and services.
• Experience contributing to engagement or promotional activities such as events, community outreach, or content development for websites or social media.
• Collaborative working style, with the ability to build positive relationships across teams and partner organisations to enhance the student experience.
• Understanding of student wellbeing and safety principles, including duty of care, boundaries and when to escalate concerns to senior staff or specialist services.
• WWCC & Criminal record check conducted by the University will be required due to the nature of this role.

For further information on the role & responsibilities, please refer to the position description found on the job listing posted on JOBS@UNSW

How to Apply

Please submit your application online via the online UNSW job portal.
As part of your application, we request you include:

• CV
• Cover letter detailing your interest and suitability for the job (as per the skills & experience bullet points in the job description)

Job applications close: Wednesday 18 February by 11:55pm.
*Please note: Sponsorship is not available for this role, valid Australian working rights are required on application.*

UNSW Benefits and Culture:

People are at the core of everything we do. We recognise it is the contributions of our staff who make UNSW one of the best universities in Australia and the world. Our benefits include:

• Additional 3 days leave during December festive period.
• Career development opportunities
• Up to 50% discount on UNSW courses
• Flexible 17% Superannuation contributions, additional leave-loading payments and salary sacrifice.
• Discounts and entitlements (retail, education, fitness passport)

Job queries contact: Katherine Molloy, Talent Acquisition Consultant
E: katherine.molloy@unsw.edu.au (applications to the address cannot be accepted, please apply online)

*UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff.*