Students and Global Engagement
Manawatū
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?
In addition to a competitive salary, Massey University also offers the following:
- 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.
Closing date: 13 April 2025
Reference number: SGE_TP_344_03/25
For further information and to apply online, visit: http://masseyunicareers.nga.net.nz
