Student Services

Opportunities in JCU's Student Services

Information for Applicants

About the Student Services Directorate

The Student Services Directorate sits within the Division of Education, and is responsible for managing and coordinating a broad range of student administrative and enquiry management functions and services.

We contribute to a positive student experience by delivering high quality services, policies, systems and processes that support student conversion, transition, enrolment, academic administration and retention.

Services cover all stages of the student life cycle, from initial enquiry to graduation.

Vision: One JCU, One Team - Enhancing the student experience

Mission:

  • Proactively plan to meet students needs and expectations with streamlined services and processes
  • Foster a dynamic culture of teamwork with a focus on innovation and commitment to excellence
  • To increase our knowledge and improve the student experience through collaborative networks

Values:

  • We are student-centred, problem-solvers
  • We act with integrity and respect
  • We believe innovation is integral to continually improve
  • We believe teamwork powers our decisions
  • We value our staff and students alike and strive to be approachable and supportive

Areas within the Directorate:

  • Academic Administration and Enrolment
  • Client Services and Communications
  • Examinations and Graduations
  • Student Complaints
  • Student Finance and Scholarships
Tahnee Leman profile image.

Tahnee Leman

Director, Student Services

Stories about Research and Teaching

Creating a brighter future for life in the Tropics and beyond, through education and research that makes a difference locally, and globally.

Positions Available with Student Services

Join the Academic Administration and Enrolment team at JCU

Creating a brighter future for life in the Tropics and beyond, through education and research that makes a difference locally, and globally, James Cook University (JCU) now has a number of exciting opportunities available in the Academic Administration and Enrolment team within the Student Services Directorate. The positions are all full-time and continuing with a range of generous employee benefits including up to 17% employer superannuation contributions. The opportunities available are:

  • Team Leader, Enrolments and Student Support, Townsville or Cairns, HEWL 7
  • Enrolment and Student Support Advisor, Townsville or Cairns, HEWL 6  (multiple positions available)
  • Enrolment Officer, Cairns, HEWL 5

As these roles deliver a face-to-face service on campus, candidates must be based at either the Townsville, Bebegu Yumba campus, Douglas or the Cairns, Nguma-bada campus, Smithfield or be willing to relocate to Townsville or Cairns immediately to undertake position (remote working options not offered).

About academic administration and enrolment

The team is responsible for providing students with high-level support, working closely with them throughout their student lifecycle, from when they are admitted to when they are ready to graduate. In addition, the team works collaboratively with the Colleges and the Academy to ensure an integrated, responsive, and student-focused service.

Why JCU?

Employee wellbeing is at the core of our values, and we support our people through the provision of flexible working conditions and many other exclusive benefits including;

  • A generous superannuation scheme with up to 17% employer contributions with UniSuper
  • 5 weeks of annual recreation leave
  • 15 days of paid sick/personal/carers leave per year
  • Attractive options for salary packaging
  • Fitness Passport
  • Employee Assistance Program
  • Professional development support
  • Access to online media subscriptions
  • Corporate discount on health insurance premiums
  • Well-equipped campus facilities including medical, cafes, gym and childcare in Townsville, and sporting, fitness and cafes in Cairns.

How to apply

Visit the Careers at JCU Website for further information and select the relevant vacancy reference number to download the attachments and apply.

  • VRN 18411 – Team Leader, Enrolment and Student Support
  • VRN 18412 – Enrolment and Student Support Advisor (Townsville)
  • VRN 18415 – Enrolment and Student Support Advisor (Cairns)
  • VRN 18413 – Enrolment Officer

The Enrolment Officer vacancy closes Sunday 14 May 2023 with all other vacancies closing Sunday 21 May 2023.


Are you passionate about creating compelling content and enhancing student engagement? Do you thrive in a dynamic and innovative work environment? If this sounds like you, James Cook University (JCU) now has exciting opportunities for you to join our team in the Student Services Directorate as a Communications and Engagement Officer.

  • 2 positions available
  • Full-time and continuing appointments
  • Can be based at either the Townsville Bebegu Yumba campus or Cairns Nguma-bada campus
  • HEWL 5: $68,302 - $77,471 per annum plus up to 17% superannuation.

What you can accomplish in the role

As the Communications and Engagement Officer, you will play a crucial role in delivering a high-quality communications and engagement service that informs and engages students throughout their educational journey with the University. Your responsibilities will include supporting the delivery of student engagement events and activities, creating impactful content and communication materials ensuring alignment with our brand guidelines and policies, and contributing to a high-performance team culture within the engagement and communications function with a focus on teamwork, respect and innovation.

What will you bring to the role

To be successful in this role, you will hold a degree qualification, or have relevant experience in a related role, or an equivalent combination of relevant experience, education and/or training. You demonstrate computer literacy with the ability to adapt to new software packages and experience in the design of website content utilising a content management system. Excellent writing and editing skills are also necessary, with experience in designing and producing print communications using desktop publishing software. Additionally, you’ll bring well-developed communication and interpersonal skills with a proven ability to maintain effective working relationships and liaise with a diverse range of stakeholders.

Why JCU?

Employee wellbeing is at the core of our values, and we support our people through the provision of flexible working conditions and many other exclusive benefits including;

  • A generous superannuation scheme with up to 17% employer contributions with UniSuper
  • 5 weeks of annual recreation leave
  • 15 days of paid sick/personal/carers leave per year
  • Attractive options for salary packaging
  • Fitness Passport
  • Employee Assistance Program
  • Professional development support
  • Access to online media subscriptions
  • Corporate discount on health insurance premiums
  • Well-equipped campus facilities including medical, cafes, gym and childcare in Townsville, and sporting, fitness and cafes in Cairns.

How to apply

Join us and be part of an exciting and dynamic team that is committed to providing a high-quality educational experience for our students. Apply today by submitting your application via the Careers at JCU website, including a cover letter, resume and addressing the key requirements for success as outlined in the role profile.

Vacancy reference 18408 – applications close on 24 May at 11:59 PM AEST.


Are you passionate about providing exceptional communications and engagement services? Do you have a talent for creating and delivering innovative events, communications materials and website content to inform, engage and inspire?

Creating a brighter future for life in the Tropics and beyond, through education and research that makes a difference locally, and globally, James Cook University (JCU) now has an exciting opportunity for a Communications and Engagement Advisor to join our dynamic team in the Student Services Directorate.

  • Full-time: 36.25 hours per week
  • Fixed term to January 2024
  • Can be based at either the Townsville Bebegu Yumba campus or Cairns Nguma-bada campus
  • HEWL 6: $78,782 - $85,329 per annum plus up to 17% superannuation.

What you can achieve in the role

As the Communications and Engagement Advisor, you will deliver sector-leading, high-quality events and activities to enhance student experiences at JCU. You will measurably increase student engagement through the design and delivery of communications materials that inform and engage students, ensuring alignment with brand guidelines, policies and procedures. Additionally, you will create high-quality and informative website content for the Student Services function, ensuring information is accurate, accessible and meets target audience requirements. You’ll also develop and nurture strong and positive working relationships across the University to identify student information needs and inform content creation.

What will you bring to the role

You have a degree in communications, media, writing or a related field and relevant experience; or an equivalent combination of relevant experience, education and/or training. You demonstrate high-level computer literacy with the ability to adapt to new software as well as experience in the design of website content utilising a content management system. You bring excellent written communication and editing skills with experience in designing and producing print communications using desktop publishing software. Highly effective interpersonal skills and a proven ability to develop and maintain working relationships will be essential as you consult and liaise with varying levels of stakeholders to achieve outcomes for the University. As a key member of the team, you contribute to a high-performance culture with a focus on teamwork, respect and innovation, using organisational, problem-solving and time management skills to manage your own workflow and prioritise to ensure deadlines and targets are met.

Why JCU?

Employee wellbeing is at the core of our values, and we support our people through the provision of flexible working conditions and many other exclusive benefits including;

  • A generous superannuation scheme with up to 17% employer contributions with UniSuper
  • 5 weeks of annual recreation leave
  • 15 days of paid sick/personal/carers leave per year
  • Attractive options for salary packaging
  • Fitness Passport
  • Employee Assistance Program
  • Professional development support
  • Access to online media subscriptions
  • Corporate discount on health insurance premiums
  • Well-equipped campus facilities including medical, cafes, gym and childcare in Townsville, and sporting, fitness and cafes in Cairns.

How to apply

If you are a motivated, dynamic, and creative individual looking for an opportunity to contribute to an engaging student experience at JCU, then this is the opportunity for you. Apply today by submitting your application via the Careers at JCU website, including a cover letter, resume and addressing the key requirements for success as outlined in the role profile.

Vacancy reference 18409 – applications close on 23 May at 11:59 PM AEST.


Join our team in the Student Services Directorate as the Manager, Client Services, Communications and Engagement, where you’ll make a significant impact on the student experience and contribute to a vibrant campus life. We are seeking an exceptional individual who is passionate about delivering high-quality services and engagement initiatives that positively shape the student journey at James Cook University (JCU).

  • Full-time and continuing appointment
  • Based at the Townsville Bebegu Yumba campus
  • HEWL 9: $112,866 - $119,381 per annum plus up to 17% superannuation.

What you can accomplish in the role

You will play a pivotal role in delivering innovative and efficient client services and student engagement initiatives to enhance student experiences and retention outcomes for the University. Your expertise will be fundamental in driving the achievement of our strategic objectives, participating in strategic planning activities, and embodying our defined cultures and values. You will establish collaborative relationships with various stakeholders across the University to develop retention strategies for both domestic and international coursework students. Leading and managing the Student Services communications strategy, you’ll ensure clear, consistent, and timely messages are delivered to students.

What will you bring to the role

To succeed in this role, you’ll hold a degree qualification in communications, business, management or a related field with relevant experience in a similar role; or an equivalent combination of relevant experience and/or education and/or training. You bring a proven track record of strategically leading high-quality client services, communications, and events. Your exceptional organisational skills and problem-solving abilities will allow you to prioritise and meet competing deadlines while exercising sound judgement and initiative. Previous experience in people and resource leadership and management will be essential to foster a positive and high-performing team culture. Your ability to provide strategic advice and interpret complex policies, procedures and processes will inform decision-making and enable effective student engagement strategies. Additionally, familiarity with the higher education sector, particularly within the area of student services, will be highly advantageous.

Why JCU?

JCU offers a culturally diverse working environment with opportunities for professional and personal growth. Employee wellbeing is at the core of our values, and we support our people through the provision of flexible working conditions and many other exclusive benefits including:

  • A generous superannuation scheme with up to 17% employer contributions with UniSuper
  • 5 weeks of annual recreation leave
  • 15 days of paid sick/personal/carers leave per year
  • Attractive options for salary packaging
  • Fitness Passport
  • Employee Assistance Program
  • Professional development support
  • Access to online media subscriptions
  • Corporate discount on health insurance premiums
  • Well-equipped campus facilities including medical, cafes, gym and childcare in Townsville, and sporting, fitness and cafes in Cairns.

How to apply

Embark on a rewarding journey today and be part of a dynamic environment where you can contribute to enhancing the student experience and make a lasting impact. Please submit your application via the Careers at JCU website, including a cover letter, resume and addressing the key requirements for success as outlined in the role profile.

Vacancy reference 18410 – applications close on 23 May at 11:59 PM AEST.


Are you passionate about creating an exceptional student experience? Do you thrive in a dynamic environment where innovation and teamwork are valued? Join our team in the Student Services Directorate as the Team Leader, Student Communications and Engagement, where you’ll play a pivotal role in enhancing the student experience at James Cook University (JCU).

  • Full-time and continuing appointment
  • Based at the Townsville Bebegu Yumba campus
  • HEWL 7: $86,638 - $95,805 per annum plus up to 17% superannuation.

What you can accomplish in the role

This opportunity will see you deliver sector-leading, high-quality events and activities both on campus and online that contribute to a vibrant campus life and ensure all students receive high-quality experiences throughout their educational journey. By coordinating the provision of information and utilising both digital and traditional communication channels, you will keep our students informed and engaged. Building strong and positive working relationships will be a key aspect of the role as you’ll work closely with a broad range of stakeholders, including student bodies, to develop communications and activities that support a whole-of-institution approach to student life. As the Team Leader, you will also drive high-quality team performance outcomes through the provision of supervision, reviews, coaching, and mentoring, fostering a culture of high performance, customer service, teamwork, and innovation. This is an opportunity to make a lasting impact on the student experience and contribute to JCU's reputation as a leading educational institution.

What will you bring to the role

To be successful in this role, you will need to have qualifications in Communications, Marketing, Event Management or a related field with relevant experience. Your proven knowledge of student demographics, equity, outreach, and associated legislation will be instrumental in designing and evaluating initiatives that align with our corporate branding. You bring excellent communication and interpersonal skills with an ability to maintain positive working relationships with a broad range of stakeholders, both within and outside the organisation. Significant organisational skills and problem-solving abilities will be essential for prioritising tasks and meeting competing deadlines and you’ll also bring highly effective leadership skills to build a positive workplace culture and successfully drive the team to deliver outstanding outcomes.

Why JCU?

JCU offers a culturally diverse working environment with opportunities for professional and personal growth. Employee wellbeing is at the core of our values, and we support our people through the provision of flexible working conditions and many other exclusive benefits including:

  • A generous superannuation scheme with up to 17% employer contributions with UniSuper
  • 5 weeks of annual recreation leave
  • 15 days of paid sick/personal/carers leave per year
  • Attractive options for salary packaging
  • Fitness Passport
  • Employee Assistance Program
  • Professional development support
  • Access to online media subscriptions
  • Corporate discount on health insurance premiums
  • Well-equipped campus facilities including medical, cafes, gym and childcare in Townsville, and sporting, fitness and cafes in Cairns.

How to apply

Take the first step towards an exciting and rewarding career with JCU. Apply today by submitting your application via the Careers at JCU website, including a cover letter, resume and addressing the key requirements for success as outlined in the role profile.

Vacancy reference 18420 – applications close on 24 May at 11:59 PM AEST.


Are you passionate about providing students with a positive experience? Do you have a keen eye for detail and experience in financial and administration compliance?

Creating a brighter future for life in the Tropics and beyond, through education and research that makes a difference locally, and globally, James Cook University (JCU) now have an exciting opportunity for a Student Finance Officer to join our vibrant team in the Student Services Directorate.

  • Full-time and continuing appointment
  • Based at the Townsville Bebegu Yumba campus
  • HEWL 5: $68,302 - $77,471 per annum plus superannuation.

What you can achieve in the role

Take the next step in your finance career and work alongside knowledgeable professionals within the Higher Education sector. You’ll contribute to a positive student experience by applying knowledge to ensure the efficient and accurate configuration, publication, administration and recovery of all student fee related income including the administration and reconciliation of University Coursework Scholarships, Bursaries and Grants, and other awards. With a focus on compliance, you’ll ensure all student finance activities are undertaken in accordance with relevant legislation, policy, procedures and processes. Providing amazing customer service for our students, you’ll work to continuously improve service quality and process efficiency whilst contributing to a high-performance culture within the Student Finance team.

What will you bring to the role

With a degree qualification in business, finance or commerce, or an equivalent combination of relevant education, training and/or experience, you bring previous experience in a financial administration role with a proven ability to interpret and apply relevant legislation, policies and procedures. With excellent communication and interpersonal skills, you find it easy to develop and maintain highly effective working relationships with a demonstrated ability to show sensitivity when consulting and liaising with students and staff. You bring accurate data entry skills with high attention to detail, and you’re experienced in using a variety of software packages including the Microsoft Office suite and other student and learning related applications.

Why JCU?

JCU offers a culturally diverse working environment with opportunities for professional and personal growth. Employee wellbeing is at the core of our values, and we support our people through the provision of flexible working conditions and many other exclusive benefits including;

  • A generous superannuation scheme with up to 17% employer contributions with UniSuper
  • 5 weeks of annual recreation leave
  • 15 days of paid sick/personal/carers leave per year
  • Flexible working options
  • Attractive options for salary packaging
  • Fitness Passport – affordable access to fitness facilities for yourself and family members
  • Employee Assistance Program
  • Professional development support
  • Access to online media subscriptions
  • Corporate discount on health insurance premiums
  • Well-equipped campus facilities including medical, childcare, gym and cafes.

How to apply

If you are a motivated and dedicated individual with a passion for delivering exceptional student service, we encourage you to apply for this exciting opportunity today.

Visit the Careers at JCU website to submit your application online and include your resume and cover letter, highlighting your relevant experience and why you are the ideal candidate for this position.

Vacancy reference 18428 – applications close on 1 June 2023 at 11:59 PM AEST.


Benefits of Working at JCU

JCU is strongly committed to equity and diversity in the workplace and aspires to continue developing a workforce that reflects the diversity, capacities and capabilities of people from the regions in which we operate. We are committed to developing future leaders, building upon the wealth of wisdom and experience embodied by our current academic leaders, we will identify and nurture those who will take JCU into the future.

Remuneration Package

An appropriate and attractive salary will be offered including a range of flexible salary packaging options.

Benefits
  • Five weeks’ annual recreation leave
  • Annual Leave Loading
  • Cash out annual leave and time in lieu options
  • Generous sick, carer's and cultural leave
  • Generous long service leave pro-rata at 7 years
  • Up to 6 months paid maternity leave
  • Flexible working options
  • Ongoing professional and career development
  • Attractive options for salary packaging
  • Staff study assistance and paid study leave
  • Fitness Passport
  • access to online media subscriptions
  • corporate discount on health insurance
  • Free Employee Assistance Program (Coaching and Counselling)
  • on-campus caf├ęs, gym, pool and childcare
  • Re-location and immigration assistance can be negotiated
  • Balance of work and life so you can enjoy a lifestyle that supports a diverse range of leisure and sporting interests
Superannuation

Generous superannuation scheme with up to 17% employer contributions.


Our character and actions are underpinned by our values and beliefs:

Values
  • Excellence
  • Authenticity
  • Integrity
  • Sustainability
  • Mutual respect
  • Discovery
  • Creativity and Innovation
Beliefs
  • We recognise that knowledge has the power to change lives
  • We ignite and support a passion for learning in our community
  • We are enriched by and celebrate our communities’ diversity
  • We understand that a sustainable environment is central to our lives and our work
  • We strive to anticipate and respond to our community’s needs delivering education and research in more flexible ways
  • We uphold our commitments

We’re looking for our employees of the future who subscribe to our values and beliefs and recognise that knowledge has the power to change lives. We ignite and support a passion for learning in our community and welcome dedicated professionals who can help us make a difference.


JCU has an Australian Aboriginal and Torres Strait Islander Workforce Strategy.

Candidates are supported knowing JCU’s Vice Chancellor and senior management team are fully committed to the goals and strategies laid out in the Workforce Strategy to increase, retain and develop our Australian Aboriginal and Torres Strait Islander staff.

Increasing numbers of staff at JCU are undertaking cultural awareness training, so members on the selection panel should have an understanding of significant cultural differences.


SAGE (Science and Gender Equity)

SAGE is a national program promoting gender equity and diversity in science, technology engineering, mathematics and medicine (STEMM). It is based on the principles of the UK's Athena SWAN Charter, an evaluation and accreditation framework that addresses the improvement of gender equity policies and practices in STEMM.

JCU is one of 45 organisations participating in the SAGE Pilot of the Athena SWAN Charter, which recognises institutional capacity to eliminate gender inequity and a demonstrated commitment to bolster the hiring, promotion and retention of women, while also improving the workplace environment for people of all genders.

JCU encourages diversity

JCU has an extensive program in place to encourage diversity, examples of which include:

  • Diversity messages in our recruitment advertising, such as, “We are enriched by and celebrate our workplace diversity and welcome applications from candidates of all backgrounds and abilities”.
  • Extensive event calendar where JCU students and staff come together to acknowledge, celebrate and raise awareness of the diverse groups that make up our community, including Harmony Day, International Women’s Day, NAIDOC Week, Disability Action Week, IDAHOT (International Day Against Homophobia), Transphobia and Biphobia.
  • Diversity training for all staff.

JCU has a comprehensive calendar of events that celebrate diversity. Joining the organisation in these activities, or participating as an invitee, is an effective way to participate in diversity focused activities. There are also many student organised events and staff are almost always welcome at these.

Access to disability services during recruitment and selection

If you are interested in applying for a position at JCU and require assistance with making your application, please discuss your needs with the Chairperson for the position.

When offered an interview, please discuss with the person who contacts you any access assistance you may require, so this can be accommodated.

Benefits available to JCU employees

Refer to Working at JCU.

Should you have any additional questions not featured in our FAQs please contact the Chairperson in the first instance.


We wish you the very best of luck with your application and thank you for considering employment opportunities with JCU – A brighter future for life in the tropics.


A group of students sitting on a sunny beach in Tropical North Queensland.

About Townsville

With more than 320 days of sunshine and the Great Barrier Reef, Australian Outback and ancient rainforests as backyards, Townsville is the ideal location for adventure and relaxation.

As the largest urban centre in North Queensland, Townsville is a major commercial and tourism hub, providing opportunities for both business and recreation. Townsville's economy is diverse, ranging from education to retail and manufacturing. Townsville is small enough for you to escape the hustle and bustle of capital cities, yet large enough to host major events, including sport, music, theatre and festivals.

Townsville enjoys a tropical climate with less rainfall than elsewhere in the Tropics due to the city's geographical location. Winter in Townsville brings blue skies, warm days and cool nights due to south easterly trade winds. Summer brings balmy temperatures and increased rainfall with thunderstorms usually starting in late October.

For more information, visit Living in Townsville.

About Cairns

Cairns is the principal centre of Far North Queensland with a population of more than 240,000 people. About a 2-hour flight from Brisbane, Cairns is surrounded by lush World Heritage listed Wet Tropics rainforest to the west and north and by the Great Barrier Reef to the east.

With unique natural and built environments, Cairns has a broad range of amenities to suit multiple lifestyles. Embrace the tropical environment by visiting the Great Barrier Reef and discover where the reef meets the rainforest in the majestic World Heritage listed Daintree Rainforest. Find your place in neighbourhoods that are sprawled along the beachfront, nestled beside the mountains, or mere minutes from the heart of the city. Get a glimpse into the region’s rich history and culture at the local museums and art galleries or take a trip to the charming village of Kuranda after taking in the amazing views from the scenic cableway.

Cairns itself offers a range of parks, more than 450 kilometres of cycleways, and extensive tropical botanic gardens to explore. Cairns is a major commercial, industrial, educational, retail and entertainment centre. Tourism, health care and construction are major sectors of the Cairns economy, with the Cairns Airport having the highest passenger to population ratio in Australia.

Find out more about what Cairns has to offer

An aerial view of JCU Cairns campus, surrounded by mountains and with the sea in the background.

Cairns Australia

For more information