Student Support Consultant (12 month contract)

About the Opportunity

Join Flight Centre Travel Academy (FCTA) as a Student Support Consultant and play a key role in helping students succeed throughout their learning journey.

FCTA is Flight Centre's externally facing education business that offers a university level Diploma in Travel and Tourism.

You will be the first point of contact for student support, delivering exceptional service and guidance that drives student satisfaction, progression, retention, and course completion.

Working closely with the Education Team, Program Leaders, and key stakeholders, you'll contribute to a positive and engaging student experience while ensuring students receive timely support and accurate information.

This is an exciting opportunity for a customer-focused professional who enjoys building relationships and making a meaningful impact.

This 12-month parental leave cover role is based on-site in Flight Centre's Brisbane head office.

What you will do:

• Provide day-to-day student support via phone, voicemail, email, and text communication
• Manage student enquiries and ensure timely, accurate responses or escalation where appropriate
• Support student engagement activities and contribute to positive student outcomes
• Manage the national student email inbox and resolve enquiries efficiently
• Record all student interactions within CRM systems and tracking reports
• Provide study support across all programs and communicate compliance, processes, and support requirements clearly
• Maintain current knowledge of course content, assessments, and program information
• Monitor LMS assessment submissions and provide progression support
• Complete student activity reporting, including last login monitoring and follow-up actions
• Collaborate with the Education Team to identify at-risk students and implement engagement strategies
• Support students to meet assessment submission deadlines and achieve program success
• Maintain and report on student contact data and progression tracking through CRM
• Produce student support reporting to identify trends and opportunities for improvement
• Manage the organisation and governance of business content to ensure accuracy, accessibility, and consistency
• Provide support across multiple programs to ensure a positive student experience and achievement of key business measures

What you will need:

• Minimum 12 months' experience in a customer service role
• Diploma of Travel & Tourism, or working towards
• Strong written and verbal communication skills
• Experience managing customer enquiries across multiple communication channels
• Ability to build positive relationships with students and stakeholders
• Strong organisational and time management skills
• Customer-centric approach with a focus on service excellence
• Ability to work collaboratively and support team objectives
• Strong problem-solving skills and attention to detail
• Experience using CRM systems, reporting tools, or learning management systems is advantageous

What you will enjoy:

💲Remuneration: Base salary of $65,000 plus incentives + super