Student Services Manager

Company Description

About AE 

Acknowledge Education is entering an exciting new chapter. With a refreshed leadership team and a renewed focus on innovation, growth, and student success, we are building on our 139-year legacy to shape the future of higher education and VET in Australia. 

We deliver programs across health & community services, social work, engineering design & construction, hospitality, and the Victorian Certificate of Education (VCE), with campuses in Melbourne, Sydney, Perth, Brisbane, and Adelaide. Each year we support more than 8,000 students to achieve their goals. 

Now, under new leadership, we are strengthening our academic vision, deepening industry connections, and investing in our people. If you’re looking to make an impact in an organisation with momentum, this is the right time to join us. 

Job Description

• Permanent, Full Time

At Acknowledge Education (AE), we’re committed to creating a student journey that is supportive, inclusive, and transformative. We are seeking a Student Services Manager to lead our student-facing teams and ensure every student feels supported from their first day to graduation.

Shape how students experience our services. Build a strong culture of accountability and service excellence, directly influence and improve student satisfaction, retention, and success across our campuses.

What you’ll do

• Support and mentor Team Leaders across student services, complaints and conduct, and student progress.
• Oversee the delivery of fair, consistent, and student-centred services at every stage.
• Use data, feedback, and insights to identify risks and opportunities, and introduce initiatives that lift service quality.
• Collaborate with academics, operations, compliance, and IT to deliver seamless support and communication to students.
• Keep student services aligned with TEQSA, ASQA, ESOS and National Code requirements while maintaining the highest standards of fairness and integrity.
• Provide reports, insights, and advice to leadership to support institutional growth and continuous improvement.

About you

Experienced leader who thrives in dynamic, student-focused environments. Combine empathy with accountability, utilise data and feedback into to make practical improvements. Confident engaging with staff, students, and senior leadership, and you understand how to balance compliance requirements with creating a positive student experience.

Qualifications

The successful applicant will have:

• Tertiary qualification in education, business, management or related field.
• Formal training or demonstrated knowledge of regulatory frameworks in higher education and/or VET (TEQSA, ASQA, ESOS Act, National Code).
• Minimum 5 years of leadership experience in student services, operations, or related functions within higher education and/or VET.
• Proven track record of managing multi-disciplinary teams, including responsibility for student services, student progress, and/or student complaints functions, within a regulated education environment.
• Experience overseeing compliance, governance and reporting requirements in a regulated education environment.
• Excellent analytical, problem-solving, and decision-making capabilities.
• Demonstrated success in driving strategic initiatives that improve student retention, progression and overall student experience.
• Strong background in using data and analytics to inform strategic decision-making and continuous improvement.
• Exceptional communication skills, with the ability to present complex information clearly and persuasively.
• Demonstrated commitment to a student-centred approach, equity, and service excellence.
• Ability to manage competing priorities in a fast-paced, regulated environment.

Additional Information

Why join AE 

Now is the perfect time to join Acknowledge Education. With a refreshed leadership team and a renewed focus on innovation and growth, we’re building something special — and you can be part of it. 

• Opportunities to grow within the organisation 
• $1,500 annual professional development allowance 
• Incredibly committed and supportive team of student-centric professionals 
• Health insurance discounts through Bupa 
• Be part of a fast-moving, agile private provider where decisions turn into action quickly 
• Acknowledge Education is part of UP Education group – a leading education provider: ************************************************* about your identity help us appreciate the diversity of individuals looking to work with us, ensuring we’re attracting applications from people with identities and perspectives that are as diverse as our students. 

  We are an equal opportunity employer. As part of our commitment to equity, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment.