Kaiārahi Pokapū Tauira Matua - Senior Student Service Centre Adviser

Job Description:

• Are you skilled in coaching, mentoring, or supporting the development of others?
• Do you have experience in a customer service, contact centre, or student‑facing environment?
• Have you got a collaborative mindset and commitment to continuous improvement, with the ability to handle complex or sensitive situations professionally?

Kōrero mō te tūranga - About the role

Te Herenga Waka – Victoria University of Wellington is currently recruiting for a Kaiārahi Pokapū Tauira Matua - Senior Student Service Centre Adviser to join Tītoko - Centre for Student Success on a permanent, full‑time basis.

This is a senior frontline role that provides leadership and operational support within the Student Service Centre, while also contributing to the continuous improvement of student services. You will play a key role in ensuring students receive a high‑quality, welcoming and integrated service, while supporting frontline staff capability, quality assurance, and effective handling of complex or sensitive matters.

Working closely with the Team Leader, you will help maintain strong operational practices, support service improvement initiatives, and ensure consistent, student‑centred service delivery across the Centre.

Key responsibilities:

• Providing senior frontline oversight to ensure a welcoming, high‑quality and integrated customer service experience for students and the wider community.
• Supporting the resolution of complex enquiries, complaints, and sensitive or urgent matters in line with established procedures.
• Maintaining strong knowledge of University services, policies, and student administration processes.
• Supporting quality assurance, data integrity, reporting, and continuous improvement of frontline practices.
• Assisting with staff training, coaching, and capability development.
• Contributing to operational planning, risk management, and service optimisation initiatives.
• Working collaboratively across Tītoko and the wider University to enhance the end‑to‑end student experience.

Ō pūmanawa - About you

You will be a confident, student‑focused professional who enjoys working in a fast‑paced service environment and supporting others to deliver excellent outcomes.

You will bring:

• Experience in a customer service, contact centre, or student‑facing environment.
• A strong client‑centred approach, with the ability to handle complex or sensitive situations professionally.
• Excellent communication skills, with the ability to explain complex information clearly and accurately.
• Experience coaching, mentoring, or supporting the development of others.
• Strong organisational skills and the ability to balance competing priorities.
• A collaborative mindset and commitment to continuous improvement.

Experience working with CRM systems (such as Microsoft Dynamics), contact centre technologies, or within a tertiary education environment is desirable, as is an understanding of Te Tiriti o Waitangi and its application in an educational context.

Role Description: Click here to see further information, including salary details.

If this link is not available, click 'apply' to view this on the University careers page.

Close date for vacancy: 30 April 2026.

Contact details for vacancy: If you have any questions regarding this role, please get in touch with Sarah Davies, Team Leader, Operations (sarah.davies@vuw.ac.nz).

How to apply: Please ensure you are applying for this role directly on our careers page and not via email. Candidates must submit supporting documents along with their resume, such as a cover letter.

We can only consider applicants who are citizens or residents of New Zealand or Australia or on a current working visa. Applications will be reviewed as they are received, and we may progress with suitable applicants prior to the application closing date. Applications from recruitment agencies are not accepted.