Position Overview
Te Paepoto – the threshold of the university – is Massey’s core contact centre, providing information, advice, and resolution of enquiries for students, staff, and the wider university community.

We are seeking an experienced and strategic leader to manage the day-to-day and long-term operations of Te Paepoto, ensuring exceptional customer service and continuous improvement in service delivery. Based at Massey University’s Manawatū Campus, this role offers a salary range of $94,240 - $126,536, depending on skills and experience.

Key Responsibilities:

• Lead and develop the Contact Centre team, fostering a culture of service excellence and continuous learning.
• Drive service and programme development to enhance student and stakeholder engagement.
• Provide strategic advice and leadership to improve operational efficiency and customer experience.
• Ensure best practice in customer service through professional development and innovative service solutions.
• Contribute to special projects and research that enhance the Contact Centre’s impact.

About You:

• A degree qualification in an appropriate discipline is essential.
• A minimum of five years' proven leadership and operational management experience in a complex environment.
• Strong strategic thinking and problem-solving skills, with a focus on continuous improvement.
• Excellent people leadership skills, with the ability to coach and develop a high-performing team.
• Ability to navigate complex enquiries and ensure resolution-focused service delivery.
• A commitment to Te Tiriti o Waitangi and an understanding of working in a Tiriti-led organisation.

Why Massey? Staff Benefits Include:
In addition to a competitive salary, Massey University also offers:

• Up to 6.75% employer contribution to the UniSaver Superannuation Scheme for eligible employees.
• Five university holidays per year in addition to your annual leave.
• Subsidised Southern Cross Healthcare plan for you and your family.
• Special staff rates available for campus gym membership.
• Staff purchasing privileges and discounts at many commercial and retail businesses across NZ.
• Access to on-campus crèche/day care facilities for dependents of staff at our Manawatū and Auckland campuses.
• Comprehensive professional development and training programmes.
• Staff fee concession for study with Massey, plus a 30% discount on fees for immediate family of staff undertaking undergraduate study (conditions apply).

This is an exciting opportunity to lead a key service area in a university that values innovation, inclusivity, and student success.

Apply now and be part of a team shaping the future of student support at Massey University.

To view/download the job description, please click on the file below
JD - Contact Centre Manager

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