role statement – student counsellor (australia ... - IDP Education

ROLE STATEMENT – STUDENT COUNSELLOR (AUSTRALIA - STUDENT SERVICES)
Position Title: Education Counsellor – Fixed-Term Unit / Branch / Group: Student Services Australia Position Number:
Reports to: Manager, Student Services Brisbane Roles Reporting To This One: None Date: June 2009 Location: Brisbane
Primary Objective:
The role of Student Services Australia is to provide placement , support and associated products and services to IDP students and other international students in QLD. The Brisbane office will
work collaboratively with other in-Australia offices to promote the IDP brand in Australia. The Counsellor will provide information, advice and processing of applications for in-Australia internation
students primarily Hindi students, seeking placement in education institutions. As the office is a busy one catering to a wide nationality base of students the Counsellor will also assist students o
non-Hindi backgrounds where required. The counsellor will also provide support and referral for students presenting with issues other than placement. The Counsellor will also directly promote I
products and services to students.
Key Accountabilities
Critical Success Factors Major Activities Performance Measures
Sales and Customer Service
Orientation
Deliver high quality service meeting
students needs
Technical Aspects
Demonstrate understanding if knowledge
specific to counselling and support work
Increase student placements
Assists students promptly and professionally
Listen to student feedback and act accordingly
Follow through on student enquiries, request or complaints
Respond to enquiries to the generic email address
Assist students with on-arrival issues and or on-shore IDP services
Provide information and advice to prospective international students including
off-shore students and their families regarding study opportunities in Australia
Submit applications to institutions obtain offers and facilitate enrolments
Visit schools and ELICOS colleges to inform students on options at university
or Vocational colleges
Use of CRM to record all student interactions and to follow through on
students’ enquiries and applications
Continually enhance product knowledge base
Achieve individual student placement target
Increased referrals from students
Increase non-IDP and network student walk-ins
Organise/Assist and attend a minimum of 2 student
activities per year
Attend 1 community or student group event per year
Increase offer of acceptance rate
Maintain student application rate to 3 or less
Meet specified CRM measures eg timely invoicing and
data entry
Complete CounSELLING Skills Training Program
Pass PIER agent training course

Client Relationships
Ability to maintain, develop and strengthen
partnerships inside or outside IDP
Attend, client briefings, workshops and visits to institutions
Work with Manager & Institution representatives in strategies for promoting
institution
Build relationships with people whose assistance & cooperation may be
needed
Attend minimum 6 client briefings & 1 visit per semest
Contribute to 1 institution plan a year
Familiarity with at least 1 international office staff in e
of the institution commonly worked with
Team work
Working cooperatively across cultures and
organisational boundaries
Communications
Listening to others and communicating in an
effective manner
Challenges:
The time and planning necessary to implement a strategy of on-going
training of counsellors
Activities may change depending external environment
The busy periods can affect the staffing levels needs to take on activities
Managing communications with admissions offices
Support Event Managers in the organization of major promotional events such
as Interview Programs, In-house interview sessions and exhibitions
Provide input on marketing or promotional activities to encourage diversity and
student numbers
Promote IDP through activities such institution visits, seminars, exhibitions,
student associations, student outings and excursions & participating at
grassroots ethnic cultural festivals
Assist in promotional activities as well as identification of opportunities and
threat in the market.
Maintain and update all generic IDP and institutional information materials
Listens and clearly presents information to students, colleagues and other staff
Share market information or knowledge with others who may find it useful
Keeps manager informed of progress and problems
Freedom to Act:
Assist with all event organisation tasks as directed
Increased numbers of student attending events over
previous
Attend at least 1 student event or activity organised or
sponsored by IDP when requested
Attend weekly staff meetings
Stock-check of institution brochures at the end of
semester and at least once between semesters
Improved lead to contacts conversion rate
Participate in gathering and presenting at weekly staff
meeting
Fortnightly informal feedback sessions with manager
Counsellor can provide all information a student needs to be able to enrol successfully in an Australian
institution, including advice on home-stay. Only counsellors registered with MARA are able to give advice o
immigration but counsellors can give general student visa information that is readily available on DIAC webs
Feedback and input on work place practices encouraged

Key Communications / Interactions:
Reports to Manager
Twice weekly all staff meetings
Communication and interaction with client representatives
Communication with IDP staff domestically and globally, including the
Corporate Marketing Branch
Selection Criteria:
Essential
Bachelor Degree
Working experience in a similar role or in the international education industry
Demonstrated sales achievement
Demonstrated ability to communicate effectively
Demonstrated ability to work in a team
High level of problem solving and negotiation skills
Understand needs and issues of on-shore international students
Fluency in both English and Hindi languages
Position Dimensions:
Counsellor
Senior Counsellor
Team coordinator
Assistant Manager
Manager
Desirable
Good computer skills including MS Word, Excel, PowerPoint applications and Internet skills
Work experience in Australia
Verification
We certify that the content of this position description is accurate:
Position Holder: / /
Manager / Supervisor / /