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Team Leader (G023-18MA)

Student Administration, Operations, International and University Registrar

Are you up for a challenge? Do you enjoy enabling a team of like minded people to achieve their goals and aspirations? We are looking for a dynamic leader who can influence performance and create the future of your team of highly capable Student Relations Consultants.

Location:Palmerston North
Grade:Grade F
Salary:$48,719 - $68,838 pa
Applications close:11:45 p.m. on 25 February 2018
Additional Information:Criminal Convictions Form.pdf

Position overview

Our multi-channel National Contact Centre has an opening for two amazing Team Leaders with a passion for building performance.

The National Contact Centre is focussed on supporting our strategy to be a world-leading University with exceptional service to students and our communities. The Team Leaders support their team members to provide quality information and to build customer loyalty and trust in the University.

You will have a minimum of two years' leadership experience in a high volume Contact Centre and a demonstrated reputation for your customer service focus and your ability to lead teams to success.

We are excited to offer these opportunities for you to join us and to begin the next stage of your leadership journey and have one permanent and one fixed term 12 month role. – please clearly indicate your preference when applying

Job description

Purpose statement

To lead a team of customer centric Student Relations Consultants to support the delivery of the University’s products and services within agreed performance measures. To manage staff development and performance within an encouraging environment. To investigate and resolve issues and complaints in an effective and timely manner, ensuring continuous improvements are made to service delivery

Responsible to

National Contact Centre Manager

Key accountabilities

• Lead and help develop team members to enable them to excel in their role as a Student Relations Consultant
• Coach, mentor and guide your team to being the best that they can be to deliver outstanding customer service
• Facilitate team meetings on a regular basis
• Foster an engaging environment and encourage behaviours conducive to a culture that encourages excellence
• Work in conjunction with your team to help them reach their personal goals and aspirations
• Support and collaborate with other team leaders to achieve best possible results for the National Contact Centre
• Support the daily operations of the National Contact Centre in conjunction with the Workforce Planner the Training Team Leader and the National Contact Centre Manager
• Work with the Knowledge base co-ordinator and the student advisors to ensure the quality of our product information is correct and delivered by our SRC’s to our customers and done so in a timely manner
• Work with the Quality Assurance co-ordinator to maintain high standards of output
• Contribute to the development of strategic and operational plans for the National Contact Centre
Customer Service
• Ensure service targets and standards for the Student Relations Consultants are met (and/or exceeded) both individually and as part of the overall team
• Ensure that all communication channels are meeting agreed timeframes and quality controls are in place to ensure continuous improvement of services
• Monitor daily, weekly and monthly reports and take corrective action when required to ensure outcomes are in line with targets and that all KPI’s are met and exceeded
• Resolve customer complaints within agreed timeframes. Ensure clear, accurate and concise feedback is provided
Health & Safety
• Responsible for managing health, safety and wellness in areas of responsibility to ensure a safe and healthy environment
• Ensure staff are accountable for their health, safety and wellness performance
Professional development
• Keep up to date with leadership skills and new information that will enhance the performance of the National Contact centre
• Strive to obtain and exceed your goals within your personal development plan and look for opportunities to enable you to deliver on these goals.

Person specification


Tertiary qualification preferred that is relevant in Contact Centre Operations, Communications, People Leadership


• A minimum of 2 years’ experience leading a successful team in a contact centre
• Experience in people management in a contact centre environment

Personal attributes and behaviours

Skills, Knowledge, Abilities, Personal Attributes, Behaviours, Competencies:
• Passion and demonstrated competence in developing people and teams
• Ability to drive operational performance and achieve goals
• Fosters a culture of engagement with on-going learning and continuous improvement
• Excellent written and verbal communication skills
• Dynamic approach to motivating and educating
• Strong interpersonal skills and able to engage and get the most out of diverse groups of people
• Excellent Microsoft skills
• Contributes actively into peer networks and relationships
• Resourceful and persistent in overcoming problems and barriers
• Motivated and focussed on achieving key outcomes expected of the team
• An understanding of relevant Contact Centre technology is required
• Maintains high professional and personal standards
• A knowledge of the tertiary education sector is desirable

Additional Pre-employment Checks

Reference Checks
Requirement to pass a Criminal and Traffic Convictions (Security) Check performed by the Ministry of Justice


Massey Contact Centre Mon - Fri 8:30am to 5:00pm 0800 MASSEY (+64 6 350 5701) TXT 5222 Web chat Staff Alumni News Māori @ Massey