Waipapa Taumata Rau | The University of Auckland

The University of Auckland is New Zealand’s pre-eminent University, with a turnover of $1.1bn, including research revenue of over $200m generated across eight diverse faculties and two research institutes. With over 6,000 staff and over 40,000 students, the University of Auckland is one of New Zealand’s most significant and complex entities and one of NZ’s largest employers.

Our environment is fast moving, dynamic and is within our newly formed Student Experience Centre, providing Mana Enhancing experiences for all our students.

The opportunity | Te Whiwhinga mahi

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

The role of Senior Student Experience Coordinator within the Student Experience Centre at The University of Auckland is a role that requires experience with high-quality customer service delivery, the ability to 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 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, and will engage effectively with key cohorts of prospective and current students to help meet recruitment targets.

This role is typically based on 49 Symonds Street, Auckland CBD but we may need a level of flexibility during these uncertain times 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 band E position within the University Structure.

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

He kōrero mōu | About you

We are looking for candidates who 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 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. 

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 Friday 10th of December 2021 and include an up to date CV and cover letter outlining what strengths you will bring to this role.

Covid-19 Vaccination

The University of Auckland is committed to protecting the health, safety and well-being of our staff and students.  All students, staff and visitors need to be fully vaccinated against Covid-19, or medically exempt, in order to come onto our campuses or to take part in face-to-face University-managed activities. Therefore, we are only able to consider applicants who are fully vaccinated against Covid-19 or have a New Zealand Ministry of Health issued medical exemption and evidence of this will be requested as part of your employment. You can read more about the University’s vaccination policy here.

Overseas Applicants

In accordance with our commitment to equitable recruitment, the University welcomes applications from all suitably qualified and experienced candidates. In response to COVID-19 the New Zealand Government has imposed a travel ban and are currently only allowing New Zealand Residents, Citizens and visa holders meeting a strict exception policy to enter the country, all of whom must currently enter Government approved quarantine for seven days on arrival.  

It is uncertain when these border restrictions will change, and this may impact the degree to which an offshore candidate can engage in the interview process; or be available to commence in a new position. For more information and updates on the border restrictions visit the Immigration New Zealand website or the New Zealand Government’s official Covid-19 website.

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, LGBTQITakatāpui+, people with disabilities, parenting support, flexible work and other equity issues go to www.equity.auckland.ac.nz