Manager Te Paepoto Contact Centre

Manager - Te Paepoto Contact Centre

Manawatū Campus | Palmerston North

He angitūtanga | The opportunity

Te Paepoto Contact Centre - the threshold of the university - is where many of our tauira (students), whānau, and wider community begin their journey with Te Kunenga ki Pūrehuroa Massey University. We're searching for a dynamic, inclusive leader to guide this vital service into the future.

Based at our Manawatū Campus in Palmerston North, this is a full-time, permanent position with a salary range of $83,818 to $117,788 per annum, dependent on skills and experience.

As Manager of Te Paepoto, you will lead the delivery of mana-enhancing, Tiriti-led support for future and current students, alumni, and staff. The role will blend leadership with operational delivery excellence, weaving together kaupapa Māori values, inclusion, and student-centric service delivery to uphold the mana of every interaction.

This is a rare opportunity to join Massey's Students and Growth directorate, being responsible for Centre's workforce planning and demand management framework in a role that has tangible impact on equity of access and student success.

Mō tēnei tūranga | In this role you will:

Lead the team's interactions across multiple channels, nurturing a culture centred on manaakitanga, whanaungatanga, continuous learning and improvement.

Deliver inclusive and accessible services that meets the diverse needs of tauira, particularly Māori, Pacific, disabled, and equity group students.

Collaborate across the university to uphold Te Tiriti o Waitangi and embed culturally responsive service practices.

Deliver a positive customer experience, maintaining the Centre's focus on quality, leveraging data-led insights, adoption of new technologies, te ao Māori and other appropriate frameworks.

Support Massey's emergency and business continuity response plans with calm and agile leadership.

He kōrero mōu | About you

We're looking for a people-first, purpose-driven leader with

A degree-level qualification, so you bring both leadership skills and lived experience of navigating university study.

Proven leadership and operational management experience within a similar complex environment like a Contact or Service Centre (at least 5+ years).

Experience in implementing and monitoring business changes in workforce planning and demand management that requires extensive technical capability within a contact or service centre environment

A growth mindset, with a deep understanding of service delivery, quality assurance, and data-informed decision making, and digital transformation.

A strong understanding of Te Tiriti o Waitangi and demonstrable experience embedding Tiriti-led practice.

A commitment to equity, inclusion, and holistic student success.

Capability in te reo Māori and tikanga is highly valued, and further development will be supported.

Ngā painga | What we offer

A collaborative, Tiriti-led working environment where your leadership will make a difference.

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 a wonderful on-Campus crèche /day care facilities for dependents of staff on our Manawatū campus

Comprehensive professional development and training programmes

Staff fee concession for study with Massey and 30% discount on fees for immediate family of staff undertaking undergraduate study (conditions apply)*

Join us. Shape the threshold. Uplift the journey.

If you're a bold, values-led leader ready to help shape the future of contact and support services at Massey, we invite you to apply.

Applications close Thursday 29 October 2026, 11.00pm.