Contact Centre Manager - Palmerston North
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
