Job Description
Full-time, ongoing position at HEW Level 6.
Penrith campus with flexible working arrangements.
Salary: $95,777 – $102,659 per annum, plus 17% Super and Leave Loading.
Build capability, consistency, and confidence across the Student Services Hub.
The Opportunity
The Student Services Hub Training Officer plays a critical role in building the capability of Hub staff through onboarding, training, coaching, and the creation of engaging learning resources. Working as part of the Office of Student Success, you will ensure teams are equipped to deliver seamless, personalised, and high-quality support to students across all service channels.
In this role, you will support ongoing procedural and systems changes, translating complexity into clear, accessible training materials that uplift confidence and service quality. You will work closely with leaders across the Hub, Contact Service Centre, University Success Coach teams, and Academic Support & Program Support teams to identify development needs, analyse performance data, and streamline onboarding processes.
You will also contribute to quality assurance initiatives, business process improvements, and the adoption of new technologies. Your work will directly influence staff readiness, operational consistency, and the student experience across the broader WSU service ecosystem.
What Success Looks Like:
Effective onboarding programs that equip new staff with the skills and system access required for confident service delivery.
Training programs and resources that build capability across service teams, including procedural libraries and documentation.
Insight-driven recommendations that enhance service quality, supported by analysis of performance data.
Quality assurance initiatives that embed consistency, continuous improvement, and student-centred service delivery.
Contributions to process improvements and new technology adoption through training development and operational readiness planning.
About You
Demonstrated experience in training, capability development, or instructional design within complex or high-volume environments.
Strong communication and interpersonal skills, with the ability to coach, collaborate, and build trusted relationships.
Proven ability to develop engaging training materials and documentation for diverse audiences.
Well-developed analytical and problem-solving skills, with experience applying data to improve outcomes.
A commitment to high-quality service delivery and continuous improvement with a focus on student experience.
Benefits
We invest in the people who make our mission possible. Beyond a rewarding career, we offer a suite of benefits designed to support your physical, financial, and family wellbeing:
Fitness Passport: Access hundreds of gyms and pools across the state.
Onsite Childcare: Convenient facilities with exclusive staff discounts and salary packaging options.
Financial Benefits: Salary sacrifice options for onsite parking and novated motor vehicle leasing,
Holistic Support: Free Employee Assistance Program (EAP) along with discounted retail and private health cover.
Application Details
Position Enquiries: Direct to Melissa Hatherly, Training & Development Coordinator via [email protected]. Please include the job reference code REF1042D.
Closing Date: 11:59pm, Friday 6 March 2026.
Working Rights: You must provide evidence of full-time working rights in Australia at application.
How to Apply: Please note that only applications submitted via the University’s online recruitment system will be considered.
Belonging at Western
We are committed to substantive equality as outlined in our Equal Opportunity Policy. We actively encourage applications from Indigenous Australians, candidates of all gender identities and expressions, people of all abilities, and those from culturally and linguistically diverse backgrounds.
For Reasonable Adjustments during the application process, please contact [email protected].
About Western
This is your opportunity to be part of something bigger. By joining Western Sydney University, you become a valued member of our community. As our region changes, so too does our university. Western is boldly different, energetic, global, diverse, dynamic, and youthful.
Our mission is to deliver student success, impactful research, and stronger communities. As part of our team, you will have a stake in shaping the future of education, broadening horizons, and changing lives. Making a difference starts at Western.
For the latest please visit our website and LinkedIn.
Penrith campus with flexible working arrangements.
Salary: $95,777 – $102,659 per annum, plus 17% Super and Leave Loading.
Build capability, consistency, and confidence across the Student Services Hub.
The Opportunity
The Student Services Hub Training Officer plays a critical role in building the capability of Hub staff through onboarding, training, coaching, and the creation of engaging learning resources. Working as part of the Office of Student Success, you will ensure teams are equipped to deliver seamless, personalised, and high-quality support to students across all service channels.
In this role, you will support ongoing procedural and systems changes, translating complexity into clear, accessible training materials that uplift confidence and service quality. You will work closely with leaders across the Hub, Contact Service Centre, University Success Coach teams, and Academic Support & Program Support teams to identify development needs, analyse performance data, and streamline onboarding processes.
You will also contribute to quality assurance initiatives, business process improvements, and the adoption of new technologies. Your work will directly influence staff readiness, operational consistency, and the student experience across the broader WSU service ecosystem.
What Success Looks Like:
Effective onboarding programs that equip new staff with the skills and system access required for confident service delivery.
Training programs and resources that build capability across service teams, including procedural libraries and documentation.
Insight-driven recommendations that enhance service quality, supported by analysis of performance data.
Quality assurance initiatives that embed consistency, continuous improvement, and student-centred service delivery.
Contributions to process improvements and new technology adoption through training development and operational readiness planning.
About You
Demonstrated experience in training, capability development, or instructional design within complex or high-volume environments.
Strong communication and interpersonal skills, with the ability to coach, collaborate, and build trusted relationships.
Proven ability to develop engaging training materials and documentation for diverse audiences.
Well-developed analytical and problem-solving skills, with experience applying data to improve outcomes.
A commitment to high-quality service delivery and continuous improvement with a focus on student experience.
Benefits
We invest in the people who make our mission possible. Beyond a rewarding career, we offer a suite of benefits designed to support your physical, financial, and family wellbeing:
Fitness Passport: Access hundreds of gyms and pools across the state.
Onsite Childcare: Convenient facilities with exclusive staff discounts and salary packaging options.
Financial Benefits: Salary sacrifice options for onsite parking and novated motor vehicle leasing,
Holistic Support: Free Employee Assistance Program (EAP) along with discounted retail and private health cover.
Application Details
Position Enquiries: Direct to Melissa Hatherly, Training & Development Coordinator via [email protected]. Please include the job reference code REF1042D.
Closing Date: 11:59pm, Friday 6 March 2026.
Working Rights: You must provide evidence of full-time working rights in Australia at application.
How to Apply: Please note that only applications submitted via the University’s online recruitment system will be considered.
Belonging at Western
We are committed to substantive equality as outlined in our Equal Opportunity Policy. We actively encourage applications from Indigenous Australians, candidates of all gender identities and expressions, people of all abilities, and those from culturally and linguistically diverse backgrounds.
For Reasonable Adjustments during the application process, please contact [email protected].
About Western
This is your opportunity to be part of something bigger. By joining Western Sydney University, you become a valued member of our community. As our region changes, so too does our university. Western is boldly different, energetic, global, diverse, dynamic, and youthful.
Our mission is to deliver student success, impactful research, and stronger communities. As part of our team, you will have a stake in shaping the future of education, broadening horizons, and changing lives. Making a difference starts at Western.
For the latest please visit our website and LinkedIn.
💡 Quick Summary
Seeking a career-building opportunity? The Student Services Hub Training Officer position is now open for candidates interested in the Education Jobs sector. This role in Penrith offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Education Jobs is a plus.
