Senior Student Experience Coordinator - Pacific, Auckland

Senior Student Experience Coordinator - Pacific Full-time Campus: Auckland City Campus Position Number: 55568130 UoA Department Name: Student Experience Centre 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. The opportunity | Te Whiwhinga mahiThe Student Experience Centre is 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 primarily focuses on Pacific student recruitment and retention support and requires 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 recruitment and retention support.This role is typically based on 49 Symonds Street, Auckland CBD but may require a level of flexibility 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/laptop 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. 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 work successfully with a diverse range of clients. The role will require a person to have an understanding of complex information and lead process improvement wherever possible. This means that you need to have very strong listening and communication skills.3-4 years’ experience delivering high-quality customer service, and experience dealing with complex problems 2-4 years’ experience of working in an outbound call centre Experience with working and understanding a diverse range of clients Experience working with Pacific students and/or community groupsExperience with becoming a subject matter expert Successfully growing 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 Reporting into the Team Leader Recruitment and Retention, you will be working in a 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 The University of Auckland is committed to providing an excellent working environment through: Flexible employment practices 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.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. 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, LGBTQIATakatāpu iMVPFAFF+, people with disabilities, parenting support, flexible work and other personal circumstances go to 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 #J-18808-Ljbffr