Role
Join our team as the Head of College Services! This pivotal role is all about crafting an exceptional student journey. You'll be the go-to person for all non-academic matters, from enrollment to student support and progression. Plus, you'll orchestrate key events and ensure students receive exceptional pastoral care. Collaborating with various stakeholders, your mission is to create the ultimate student experience. Accuracy and timely communication are paramount, and your flexibility and proactive attitude will be key.
Responsibilities
* Lead and manage the College Services team, ensuring clear allocation of responsibilities and an equitable distribution of workload aligned to peak periods and operational priorities
* Monitor team capacity and performance, proactively identifying workload pressures and implementing solutions to ensure continuity of high-quality student service delivery
* Develop, document and continuously improve workflows, procedures and service standards across all areas of College Services to ensure consistency, efficiency and compliance
* Establish and maintain clear operational processes for key functions ( enrolments, student enquiries, events, accommodation), ensuring these are documented, accessible and regularly reviewed
* Support team members through coaching, training and ongoing professional development to build capability and ensure effective service delivery
* Implement systems to track, prioritise and manage tasks and service requests, ensuring timely responses and accountability across the team
* Identify opportunities for process improvement and innovation, including the use of systems and technology to streamline operations and enhance the student experience
* Ensure continuity of operations through appropriate planning, documentation and cross-training within the team
* Coordinate and deliver major functions and events at the College including orientation and graduation to increase student engagement
* Organise student social events including Newcastle Experience Week, deliver presentations and drive student engagement
Requirements
* Bachelor level qualifications (essential)
* Minimum 2 years experience in a student services role working with international students (essential)
* Up-to-date working knowledge of key legislation, policies and procedures relevant to international students (essential)
* A passion for Newcastle, the growth of the college and the success of college students
* Advanced knowledge of the University of Newcastle program offerings and campuses
* Positive and supportive communication style with experience across a variety of key stakeholders
* Knowledge of ESOS Code of Practice
* Proven experience in event management including planning, organising and hosting events
* Excellent verbal and written communication
* Working knowledge of Microsoft Office products and the ability to quickly learn new systems
* A self-starter with a professional image who possesses accuracy and attention to detail as well as flexibility and a can-do attitude
Closing date: 22 April 2026
Kaplan and the University of Newcastle
Kaplan is one of the world’s leading providers of lifelong education, helping over one million students around the globe achieve their educational and career goals each year.
Kaplan International Pathways guides more than 20,000 international students to 35 partner universities around the world each year. The on-campus pathway college commenced delivery in Newcastle in early 2021 and is growing from strength to strength.