Student Experience Liaison Officer

3 weeks ago

Palmerston North, New Zealand Massey University Full time

Student Experience Liaison Officer
Position Purpose: To enable excellence by providing a consistently high level of holistic

customer service in response to enquiries through our multi-channel
Contact Centre by acquiring a sound knowledge of the University's
products, processes, procedures, policies, and systems to enable effective
resolutions and results for customers.

Department: Student Experience

Location: Palmerston North

Reports to: Te Paepoto Team Leader

Responsible for: Providing a holistic approach to informing and supporting customers on
university services and systems using a variety of multi-media contact
centre channels of communication

Delegations: Nil

Job Title: Student Experience Liaison Officer

Key relationships: Internal External
Student Experience Directorate Students
Student Registry Other Stakeholders
Office of Global Engagement
College
Estates Services
Future Students

Massey University: We are a world-leading university in many academic disciplines and fields
of research. Our point of difference is research that is connected to
community and industry. Our researchers are developing expertise and
skills to advance human knowledge and understanding. Working together
across disciplines and locations, we solve national and global problems
through fundamental, applied and interdisciplinary research, while
culturally and artistically enriching our world.

We are deeply committed to being a Te Tiriti-led university,
demonstrating authentic leadership in contemporary Aotearoa New
Zealand as we uphold Te Tiriti o Waitangi, the founding document of our
nation, and its principles through our practice. We embrace this not just
as an obligation but as a real opportunity for the nation and its people.

Our educators are preparing a new generation of global leaders. Our
students are diverse and are attracted to Massey because they want to
achieve their personal goals or make their mark in the world. They
experience world-class learning that recognises their intellectual and

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cultural strengths, expands their horizons and prepares them to
contribute to a rapidly transforming world with skills, critical and creative
thinking and leadership.

We will be renowned for our passion and caring attitude. All Massey
campuses will be innovation ecosystems, acting as magnets for smart
enterprises. Wherever we are, we will operate in partnerships founded
on respect, trust and mutual benefit. Massey is not only defined by what
we do, but by how we do it.

About this area Te Paepoto is a multi-channelled Contact Centre, focused on supporting
our vision of Te Kunenga ki Pūrehuroa by providing service excellence to
all of our customers.

Massey core capabilities

At Massey we are Tiriti-led, upholding Te Tiriti o Waitangi principles through our practice, we:

- Demonstrate awareness of Te Tiriti o Waitangi and its contribution to Aotearoa New Zealand

society.
- Understand the relevance of Te Tiriti o Waitangi in relation to the work of the University and

the people we serve.
- Embracing Te Reo in relevant and practical ways in our workplace interactions and engagement

with external stakeholders, giving expression to Tikanga Māori and protocols that
demonstrates that we respect and value Māori conventions in appropriate settings.
At Massey we work together with mutual respect and caring. we:

- Act with integrity and trustworthiness and give credit to others for the work they do.
- Work cooperatively and inter-dependently to foster and promote the One University approach.
- Share knowledge and communicate professionally with courtesy and mutual respect.
- Are ethical in all transactions, working within the parameters of our policies and procedures.
- Are direct, truthful and maintain confidentiality.
- Seek to understand and appreciate our differences.
- Are ethical in all transactions, working within the parameters of our policies and procedures.
- Are direct, truthful and maintain confidentiality.
- Seek to understand and appreciate our differences.
- Keep ourselves and others safe; work together to embrace with the University's health, safety

and wellbeing policies, procedures and programmes; display commitment by actively
supporting all safety and wellbeing initiatives: and by actively engaging in health and safety
improvement opportunities.

At Massey we are future-focused, results
- oriented and strive for excellence. we:

- Take ownership and responsibility for delivering results to support achievement of University

objectives.
- Provide the best quality services to our customers (internal and external) ensuring our

students/ stakeholders are at the heart of everything we do.
- Deliver or support world-class research, teaching and learning and citizenship.

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- Take personal responsibility for our performance, take pride in doing our job well, and commit

to ongoing personal and professional development.
- Are motivated and create a positive working environment where our values are reinforc

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