JOB DESCRIPTION

POSITION TITLE: Counsellor

LOCATION: India

REPORTS TO: Destination Manager / Office Manager / Branch Manager

BUSINESS UNIT: Sales & Operations

DATE:

COMPANY OVERVIEW AND CONTEXT

IDP Education Limited is an ASX listed company that is 50% owned by 38 Australian universities and based in Melbourne,
Australia. IDP’s core business lines include student placement to Australia, US, UK, Canada, Ireland and New Zealand
institutions, English-language testing and training.

For 50 years, IDP has played a major role in international education. We have placed more than 400,000 students into
quality institutions in Australia, the United Kingdom, the United States of America, Canada and New Zealand. Today over
225 leading universities across 5 English speaking destinations are IDP clients.
Our brand values recognise our expertise, quality, caring, integrity and the communities we work within.

We strive to continuously develop our dynamic, inclusive work places, we encourage and celebrate cultural differences
and views, and we provide opportunities for personal, professional and career development.
IDP Education is also a proud co-owner of IELTS (International English Language Testing System). IELTS is jointly owned
by British Council, IDP: IELTS Australia and Cambridge English Language Assessment. Since its launch in 1989, IELTS has
become the world’s most popular high-stakes English language proficiency test.
Over 9,000 organisations worldwide accept IELTS as evidence of English language proficiency. Last year, more than 2.5
million tests were taken globally. IDP Education offers the IELTS test in more than 400 test locations in 50 countries.

For more information about IDP, please visit :

https://www.idp.com ; https://www.idp.com/india/studyabroad

POSITION PURPOSE
Primary Objective:

1. To provide professional and quality counselling service that exceeds customer and client expectations
2. To achieve student invoice target by intake and assigned destination
3. Support execution of the destination wise activity calendars to deliver pipeline leads and conversion targets by
intake.
4. Build strong client support through 100% compliance of application processes.
5. Be a productive and effective member of office team and support OM through exhibiting a collaborative operating
style thereby building team spirit
6. Effectively implement global priority projects at country/office (Ex: OSCAR/OSCAR Applied etc.)

Key KPI’s-
1. Achieve targets for Leads, Applications, and Finalizations – by intake.
2. Australia/MD client satisfaction ratings at office level
3. Be certified as a counsellor for assigned destinations ( pass test every year)
4. 100% QC pass of Applications through Oscar Applied
5. 100% OSCAR adoption

Position Description – Counsellor Page 1 of 3

 Business • Knowledge on Destination Education System • Pipeline and Invoice
• Ensure delivery of high level of service to students numbers vs budget
Acumen
and Destination client institutions

Student Services • Provide authentic, un-biased and updated • Pipeline and Invoice
information on Destination institutions and courses numbers vs budget
and IDP services • Increase in student loyalty
• Ensure that students are aware of IDPs roles and and referrals
responsibilities and limitations with respect to • Excellent conversion rate
securing admissions and student visa approval at all stages of counselling
• Advise students to enrol for IELTS through IDP and process (as defined)
provide information on IELTS score requirements • Accurate invoices in
for relevant institution and course OSCAR
• Counsel student walk-ins in reasonable time frame; • Minimal complaints from
prioritize students with appointments students, Destination client
• Track and respond to all email queries in 24 hours institutions and
• Email and courier all relevant information, stakeholders
documents and brochures to students who did not • Business conducted
reside in branch office city within 24 hours professionally, ethically
• Ensure that each lead and contact on OSCAR and with integrity
receives appropriate follow up
• Attain institution offer letter for student effectively in
the shortest period of time (office interview
program, road-show, scan application, courier
application)
• Ensure that all institution applications are
processed efficiently with the appropriate
documentation and certification followed by prompt
follow up processes
• Ensure that students are informed about the
institution application status and the offer / reject
letter is forwarded promptly
• Ensure that students attend visa seminars and
assessment on time
• Ensure that students and parents receive detailed
counselling on the process and documentation
needed to apply for Destination student visa as per
the updated guidelines provided of Destination
High Commission / Embassy.
• Ensure that students prepare visa documents in a
correct manner and timely as per their level of
study and intake start date.
• Ensure that relevant number of students are
identified for fee payments in keeping with branch
office invoice targets
• Ensure that fee payments are made in accordance
with institution fee payment policy and that
students are aware of institutions refund policy
• Ensure that invoices are triggered on OSCAR as
soon as Confirmation of Acceptance for studies is
received
• Ensure that no invoices are withheld for the
following months targets
• Assist students on shore services such as
accommodation and airport reception bookings
• Ensure that students receive information on
orientation program and all other support services
provided by Destination client institutions
• Maintain and actively use OSCAR to deliver prompt
and professional service to students and clients
• Maintain high degree of confidentiality of student
information. Contact details especially must not be
forwarded without prior consent

Position Description – Counsellor Page 2 of 3

 Destination Client • Develop sound professional rapport with • Successful conversions
Destination client institution representatives • Increased investment from
services
• Ensure that the team has an appropriate list of client institutions for
students for clients to meet at in-house interview counsellor training
programs programs
• Ensure appropriate conversions from applicants to • Positive Destination client
invoices for institutions institution feedback
• Keep updated information on status for each
student who has applied to the client institution

Marketing • Document IDP student testimonials for in-house • IDP and Destination
publications education profiled
• Maintain process of informing students of in-house appropriately to target
events (Interview programs, visa seminars, pre audience
departure briefings and the like) • Consistent and positive
• Innovate ways to improve reach and promote IDP IDP brand
services and IDP events

Events • Conduct Visa seminars • Students adequately

• Conduct Pre Departure seminars to ensure that prepared
students are prepared for the Destination student • Consistent IDP and
experience Destination brand image
• Conduct seminars at local institutions and / or
events organized by other private and governments
associations that will serve as an appropriate
platform to brand Destination education

Quality • Develop file on entry requirements, fee lists and • Student receive accurate
contacts at Destination client institutions and information
Assurance
ensure that the same is regularly updated • Staff are up-to-date and
• Knowledge management; ensure that newsletters, knowledgeable
updates changes at institutions and are circulated • OSCAR used as effective
to all staff and appropriately archived for future business enhancement
reference tool
• Liaise with institutions for unprecedented delays in • Efficient follow up process
offer letters, CAS and ATAS Certificates in place at every stage
• Liaise with banks and other financial institutions for • Reduced complaints from
any clarification on documents submitted for visa students and clients
purpose

PERSON SPECIFICATION
• Bachelor (or above) qualification
Essential requirements:
• Strong knowledge of destination and local education systems
• 2-3 year counselling experience preferably in the education industry
• Ability to multitask under pressure and meet deadlines
• Visible orientation towards having high quality service as integral part
of work ethics
• Computer skills including, Word, Excel
• Fluent in English - written and verbal
▪ Strong problem resolution skills
▪ Experience in working with CRM systems will be desirable
▪ Good communication skills - written and verbal (English) skills

Position Description – Counsellor Page 3 of 3