Company Description
Waipapa Taumata Rau | The University of Auckland

The University of Auckland is New Zealand’s leading University. With over 6000 academic and professional staff supporting over 46,000 students, we are one of NZ’s largest employers. We have eight academic faculties and 11 service divisions creating a diverse, dynamic and complex organisational culture that demands excellence.

Student and Academic Services provides leadership and excellence in academic administration services to internal and external stakeholders. Services are delivered in partnership with faculties and supported by a customer service and process governance framework.

Job Description
The opportunity | Te Whiwhinga mahi

The Student Experience Centre are seeking to hire a Senior Student Experience Coordinator (Pacific) on a permanent basis.

The role of Senior Student Experience Coordinator (Pacific) within the Student Experience Centre at The University of Auckland is a role that will primarily focus on Pacific student’s recruitment and retention support and will require a high standard of customer service, the ability to engage effectively and provide extensive information on a wide range of subjects, and enthusiasm to help our prospective and current students negotiate the critical information required to start and get the most out of their University experience.

As a Senior Student Experience Coordinator (Pacific) you will be responsible for delivering a mana-enhancing experience across multiple platforms including phone, email, and live webchat in a fast-paced, high-volume environment. You will also support your team by working through complex issues, keeping them up to date on system changes, processes, and information. You will be part of a team responsible for supporting campaign direction and analysis for the University’s student recruitment and retention initiatives, primarily focused on Pacific student’s recruitment and retention support.

This role is typically based on 49 Symonds Street, Auckland CBD but we may need a level of flexibility to be able to work on site and from home if and when required. Please note that during the period that you may need to work off site, you will need to have access to your own personal computer/lap top etc to be able to support this role off site.

This is a permanent, full-time role working 37.5 hours per week. The salary range for this role is $63,000 - $77,800 per annum.

For more detailed information, please refer to the position description.

He kōrero mōu | About you

We are looking for candidates who have successfully built experience working with and supporting Pacific students, can show that they understand Te Tiriti o Waitangi in relation to this role, understand Pacific cultural values, and demonstrate commitment to Pacific student success. You will have excellent customer service and outbound call centre experience, the ability to work collaboratively across the organisation and working successfully with diverse range of clients. The role will require for a person to have an understanding of complex information and leading process improvement wherever possible. This does mean that you need to have very strong listening and communications skills.

Important Skills/ Experience| Nga Pūkenga Motuhake

• 3-4 years’ experience delivering high quality customer service, and experience dealing with complex problems
• 2-4 years’ experience of working in outbound call centre
• Experience with working and understanding a diverse range of clients
• Experience working with Pacific students and/or community groups
• Experience with becoming a subject matter expert
• Successfully grow relationships
• Ability to navigate multiple online systems
• Kia Whakamana i te Tangata Acknowledging, maintaining and restoring the mana and tapu of individuals, whānau and communities

Mō tō mātou rōpū | About the team

Reporting into the Team Leader Recruitment and Retention, you will be working in professional and friendly environment with a team that enjoys working with each other and values the contribution we all make in trying to exceed our customers’ expectations.

Qualifications

• Bachelor’s degree or relevant tertiary qualification

Ngā āhuatanga kei a mātou | What we offer

The University of Auckland is New Zealand’s leading university and is committed to providing an excellent working environment through:

• Flexible employment practices
• Career development programmes
• A competitive salary with five weeks’ annual leave
• Company superannuation scheme, discounted car parking, a generous parental leave allowance, childcare and a number of other discounts on internal and external services.

For more information please visit Staff Benefits.

Me pēhea te tuku tono | How to apply

Applications should be submitted online, before the closing date of 21/03/2025 and include an up to date CV and cover letter outlining what strengths you will bring to this role.

If you have any questions about this role, please contact Josh Lumley - josh.lumley@auckland.ac.nz

Additional Information
Equity

The University is committed to meeting its obligations under the Treaty of Waitangi and achieving equity outcomes for staff and students in a safe, inclusive, and equitable environment. For further information on services for Māori, Pacific, women, LGBTQIATakatāpuiMVPFAFF+, people with disabilities, parenting support, flexible work and other personal circumstances go to www.equity.auckland.ac.nz

The University is committed to providing a safe, inclusive, and equitable environment where everyone can thrive. For further information see Te Ara Tautika | the Equity Policy and visit www.equity.auckland.ac.nz