Academic Support Officer

About This Role

About the Academic Success Centre (ASC)

The Academic Success Centre at UOWD is dedicated to empowering students throughout their academic journey by providing high-impact advising, skill-building workshops, progression monitoring, and personalised support. The ASC operates on the CARE framework—Courtesy, Analytical, Responsive, Empathy—ensuring every student receives high‑quality, compassionate, and timely support. The team collaborates closely with academic departments, student services, and university leadership to enhance the overall student experience and promote academic excellence.

About the Role

The Academic Success Centre is seeking a dedicated and student-focused Academic Support Officer (ASO) to play a vital role in supporting student success across the university. This position is ideal for individuals who are passionate about helping students navigate their academic journeys and thrive both personally and academically.

The ASO provides Tier 2 guided academic support, assisting students with academic planning, degree progression, referrals to campus resources, and intervention for at-risk cases. The role also supports key ASC projects, workshops, and university-wide student lifecycle activities. Working within the ASC's CARE framework—Courtesy, Analytical, Responsive, Empathy—you will contribute to a culture of excellence, student empowerment, and institutional integrity.

Key Responsibilities Academic Guidance & Student Coaching

• Support students in planning their academic journey using degree planners and aligned academic pathways.
• Provide clear guidance on academic procedures, policies, systems, and subject selection.
• Assist students in resolving academic challenges in collaboration with academic departments.
• Ensure high accuracy in advising, responsive communication, and student care.

Supporting Student Success & Retention

• Refer students to appropriate university resources, including tutoring, wellbeing support, and career services.
• Identify and refer at-risk cases for timely intervention.
• Monitor student progression and support mentees in developing and tracking academic and personal goals.
• Maintain a student-centered approach with high standards of courtesy, empathy, and professionalism.

Projects, Workshops & Service Enhancement

• Support ASC projects related to onboarding, progression reviews, and assessment improvements.
• Develop, deliver, and report on ASC workshops that build academic skills and awareness.
• Provide administrative and coordination support to ASC leadership and committees.

Operational & Administrative Support

• Maintain accurate records, documentation, and case notes for quality assurance and reporting.
• Support key student lifecycle activities such as orientation, enrolment, examinations, and graduation.
• Execute duties in alignment with ASC SOPs, academic regulations, and service standards.

Qualifications & Experience

We are looking for someone who demonstrates:

• A Master's degree in a relevant field.
• Strong communication skills and fluency in English.
• Previous student support or customer service experience within a university environment.
• Proficiency in systems such as ServiceNow, Microsoft Office, Moodle, and other student support platforms.
• Experience in tracking and reporting on student cases and service requests.
• A high level of accuracy, attention to detail, and empathy.

Key Competencies

• Innovative and proactive mindset
• Critical thinking and problem-solving
• Strong ethics and confidentiality
• Emotional intelligence
• Appreciation for cultural diversity