Tauira Journey – Senior Coordinator - Te Ata Hāpara

• Enhance tauira engagement and success, by offering personalised advice and solutions aligned with tauira aspirations and needs
• Permanent, full time (37.5 hours per week)
• Rostered work hours between 8.30am and 9.00pm Monday to Sunday
• Head Office, Te Awamutu, New Zealand

About us

Te Wānanga o Aotearoa (TWoA) is New Zealand’s second largest tertiary institution and the world’s largest indigenous tertiary educator, and we’ve been providing transformational education opportunities to New Zealanders for nearly 40 years.  Our vision of ‘Whānau transformation through education’ drives our commitment to being at the forefront of tertiary education underpinned by Māori culture and values. 

Our kaimahi (employees) enjoy a whānau-friendly workplace where everyone is encouraged to be themselves.  In return for their contribution, we offer kaimahi a range of benefits including:

• Free health and life insurance for permanent employees.
• Four extra annual leave days to celebrate Matariki and the Christmas/New Year season.
• Special leave available for sporting or cultural events.
• Tau Ora programmes that encourage wellbeing and inclusion.
• Free car parking.

About this role

Customer Service: Respond to incoming calls, messages, and emails in a prompt, friendly, and knowledgeable manner. Conduct tauira (students) follow-ups and call backs promptly as required.

Database and Reporting: Maintain high levels of specialised knowledge of our programmes, accurately record all necessary call data, and produce ad hoc call reports.

Tauira Support: Ensure tauira are connected to, and provided with quality professional support in various areas such as academic and learning support, LMS Support, Library Support, Disability Services, Hau Ora (Health & Wellbeing), Pastoral care, Complaints, and Financial assistance.

Relationship Management: Work collaboratively alongside advisors to provide positive outcomes for tauira. Build relationships with tauira by consistently meeting their needs, addressing concerns promptly, and providing personalized support.

Note:  This role will have rostered work hours. These hours will be between 8:30am and 9pm, Mondays to Sundays and for a total of no more than 37.5 hours per week.

All applications will be reviewed when we return to mahi from 15 January 2025. 

About you

Experience: Proven (3 - 5 years) experience in listening and communication skills, ability to apply initiative and common sense in a variety of situations, ability to interact with other functional groups to ensure tauira satisfaction, proven ability to meet established productivity goals, and proven experience in dealing with a variety of callers including supporting distressed tauira.

Technical Skills:

• Intermediate skills in call centre systems, service principles and practices
• Intermediate knowledge of tauira services and support
• Intermediate user knowledge of Microsoft Office Suite
• Excellent relationship management skills
• Proven ability to coach, mentor and build relationships with people at all levels

See the position description for a full review of role, responsibilities and technical skills required for this role.

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.

Apply today!

We are currently closed for Christmas and we will be returning mid-January we will respond to your application asap. 

Have we outlined a role that matches your capabilities and aspirations, and a workplace that appeals? Applications close on 20 January 2025.

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