Academic Success & Program Support Officer

About the role

The Academic Success and Program Support Officer plays a crucial role in supporting students throughout their academic journey at Western. You will provide consistent, accurate, and accessible information while helping students navigate key touchpoints such as enrolment, study planning, special consideration, and program variations. Sitting within the Academic Success and Program Support team, this role contributes directly to student retention, progression, and achievement. As the primary point of contact for program-related enquiries, you will deliver frontline academic advice, develop routine and tailored study plans, resolve administrative queries, and ensure students feel supported and informed. You will also work closely with Faculties to align operational processes, contribute to Orientation and transition activities, and triage enquiries using systems including SMS, ServiceNow and contact centre platforms. For students with ARAP needs, you may assist with mid-session exam coordination and logistical arrangements to ensure equitable support. Through proactive engagement and strong relationship management, you will connect students with wider university services, maintain accurate records and workflows, and uphold policy compliance. This role offers the opportunity to work collaboratively across academic and professional teams to support a vibrant, inclusive student experience. What Success Looks Like Deliver timely, accurate and high-quality frontline academic and administrative advice across the student lifecycle. Support progression and retention through well-developed study plans and proactive case management. Maintain compliant, up-to-date student records and effectively manage workflows. Contribute to transition programs, exam coordination and key engagement activities. Collaborate effectively with Faculties, Student Success teams and other stakeholders. Please refer to the Position Description for full details. About You Experience in student-facing support roles and/or a relevant degree. Sound understanding of academic policies, program structures, and student lifecycle processes. Strong communication, customer service and organisational skills in high-volume settings. Ability to collaborate across teams and manage diverse stakeholder needs. Familiarity with WSU systems, academic offerings, and equity-focused support practices.