Knowledge is power for OES Course Consultants – and sharing that knowledge empowers prospective students on their study journey. Researching courses, qualifications and eligibility requirements can be a daunting task. Some people may be considering tertiary study for the first time; others may be returning after a long hiatus from formal study or face challenges that can impact their study options.
OES Course Consultants guide prospective students through enquiry, application and, finally, enrolment. As with everything OES does on behalf of university partners, their role is to improve the student experience.
Senior Course Consultant Laura is dedicated to a single university partner, supporting students interested in its course portfolio. With four years of experience at OES, she also plays a vital team leadership role.
Listen, learn, share knowledge and support
OES Course Consultants manage enquiries and applications, assess student eligibility and provide enrolment support. Every new student receives a follow up call after they enrol, making sure they are prepared and ready to commence.
It is a telephone-based sales role that is responsible for efficiently managing all leads from initial enquiry through to enrolment.
Laura takes a ‘listen and learn’ approach. “I ask a lot of questions, to learn more about each student and understand their goals. This helps me to help them,” she explains. “The most important skills are knowledge, time management, patience and communication.”
This role is ideal for motivated and highly organised people who enjoy helping others, Laura says. “Personally, I have worked hard on improving my articulation, making sure I can explain things clearly over the phone and by email to all prospective students.”
Laura’s passion for student support led to her promotion to Senior Course Consultant. While continuing to consult with prospective students, she now also supports her Team Leader on key projects and tasks, assists with onboarding new courses and staff members, and runs refresher training for her colleagues.
She particularly enjoys her liaison role with university stakeholders, making sure key information is effectively communicated with her colleagues and built into OES consulting templates.
“I regularly update my team, so we can provide the best student experience,” Laura explains.
OES Course Consultants have a team culture of celebrating success. Just like they support students, they support each other.
“We’re a bubbly bunch and love a good laugh! We also love to rally together and cheerlead each other’s successes,” Laura says.
With a dedicated ‘Countdown’ chat group, the team works toward its enrolment target each week. Laura runs the ‘R&R program’ across all consultant teams, with monthly prizes that ‘Recognise’ and ‘Reward’ performance and team players.