Tauira Journey Representative

About this role

The Tauira Journey Representative provides front-line support to tauira across their entire learner journey – from first enquiry and enrolment through to course completion. This role ensures tauira receive accurate, timely, and culturally grounded assistance across a range of engagement channels, including in-person, contact centre, and digital platforms.

Role details:

Title: Tauira Journey Representative  
Role: Permanent Full Time
Location: Te Awamutu
Hours: 37.5 hours per week
Days: Monday – Friday

As a Tauira Journey Representative, you will:

• Respond to tauira enquiries across all stages of the learner journey via phone, email, live chat, in-person, or other digital platforms.
• Provide accurate information on enrolment processes, course options, programme timelines, and learning support services.
• Support tauira with key transitions including onboarding, re-enrolment, re-engagement, and withdrawal processes.
• Accurately record tauira interactions, actions, and outcomes in learner support systems in line with institutional protocols.
• Deliver consistent, high-quality support across multiple channels, balancing real-time responsiveness with follow-up requirements.
  

About you:

We are looking for someone who has the following:

• Tertiary qualification at Level 5 or higher in Education, Customer Experience, Māori Development, or a related field.
• Additional training in service delivery, digital tools, or learner support systems (desirable).
• Minimum 2 years’ experience in a learner support, customer service, or tertiary education environment.
• Strong understanding of the student lifecycle and common tauira needs across different study stages and delivery modes.
• Excellent communication, documentation, and problem-solving skills.
• Ability to work under pressure and prioritise tasks during periods of high demand.
  

As a kaupapa Māori organisation, your willingness to participate in cultural activities and develop an understanding of Āhuatanga Māori (values, culture and tikanga) is desirable.

Kua whati te tai, tono mai! | Apply today!

If we’ve outlined a role that matches your capabilities and aspirations, and a workplace that appeals, apply asap as we will close off the advertisement when we find a suitable candidate.

A position description is available on our careers website.  For any other queries, please email jobs@twoa.ac.nz