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 2 permanent Student Experience Coordinators to join our busy team.

The role of Student Experience Coordinator will have its primary focus on supporting recruitment of prospective students and the retention and support of current students.  The position requires a high standard of customer service, providing information on a wide range of subjects and helping our prospective and current students negotiate the critical information required to apply for programmes, navigate through the student journey. Students are engaged via multiple media channels, primarily phone and email. The role assists students to connect with specialists across the University and works collaboratively across the Student Experience Centre and other University teams.

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 could be working off site, you may need to have access to your own personal computer/lap top etc to be able to support this role during that specific time.

This is a band D 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

• 2-3 years’ experience delivering high quality customer service, and experience dealing with complex problems
• 1-2  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. 

Relevant tertiary qualification.

What we offer | Ngā āhuatanga kei a mātou

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

Please reach out to hiring manager Junior Toailoa on [email protected] for any further questions. Please note we are happy to answer your questions but we do not accept applications by email.

Applications must be submitted online, by the closing date of Friday 11th of March 2022 to be considered. Please include your cover letter and/or CV highlighting how you can meet the skills and experiences detailed above.

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 strict border restrictions but has now announced a 5-step plan for a phased reopening of Aotearoa New Zealand’s borders and welcomes the return of all nationalities. Step 1, from 28 February 2022, New Zealand Citizens, Residents, eligible travellers coming from Australia and other nationalities meeting specific criteria and exemptions will be able to travel to New Zealand and self-isolate on arrival.

Step 2, from 14 March 2022, the border opens to New Zealand citizens, residents and other eligible travellers coming from anywhere in the world.

Please visit Immigration New Zealand or the Government’s official COVID-19 website for further information. 

This phased reconnection will take time, meaning the degree to which an offshore candidate can engage in the interview process; or be available to commence in a new position. The University will negotiate an appropriate start date with the successful candidate.

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