Manager, Advocacy and Complaints- Tāmaki

Manukau Institute of Technology; Auckland; Hybrid; NZD 110,000 - 160,000; Full time

Job summary

Manukau Institute of Technology seeks a seasoned Manager, Advocacy and Complaints to lead a merged, student-focused function across six campuses. You will provide strategic leadership, oversee advocacy services and complaints handling, and drive consistent, high-quality processes that support wellbeing and learner success.

The role requires strong governance, regulatory awareness, budget oversight, and the ability to travel regularly while championing diversity and te ao Māori values.

Qualifications

• Bachelor's degree in law or relevant discipline.
• Minimum five years' experience leading people and teams in a relevant environment.
• Minimum five years' experience in student advocacy, complaints management, or a comparable field.
• Postgraduate qualification in a relevant field.

Responsibilities

• Provide strategic leadership and operational oversight of student advocacy and complaints management.
• Lead service integration and drive continuous improvement across campuses.
• Foster strong stakeholder partnerships and ensure alignment with organisational priorities.
• Balance student-centred outcomes with institutional accountability.

Skills

Leadership experience

Advocacy & complaints

Stakeholder engagement

Policy & governance

Regulatory knowledge

People leadership

Budget management

Travel willingness

Te reo Māori awareness

Education

Bachelor's degree in law

Postgraduate qualification

Job description

Manager, Advocacy and Complaints- Tāmaki

This role represents part of the changes in Student Services as a management position for all six of our campuses across Tāmaki therefore the expectations of the role are high. We are looking for an experienced operational manager who understands the advocacy and complaints world for students. Compliance and policy alignment will be key to this role as we actively put our students at the centre of what we do.

Whakairohia he toki, tāraia te anamata | Learning with purpose, creating our futures

A new era in vocational education is unfolding in Tāmaki Makaurau. Manukau Institute of Technology and Unitec, two trusted institutions with over 50 years of service, are coming together to create a unified, future-focused learning environment. This transformation is about more than education; it's about building an inclusive system that reflects the aspirations of our diverse communities, industries, and Māori across the region.

Te āheinga: The opportunity

We are seeking an experienced and collaborative Manager, Advocacy and Complaints to lead an integrated function supporting students across our merged institution. This role provides strategic leadership and operational oversight of student advocacy services and complaints management, ensuring fair, transparent, timely, and student-centred resolution processes that support wellbeing, rights, equity, and learner success.

Leading a high-performing team, you will drive service integration, consistency, and continuous improvement across campuses, while fostering strong stakeholder partnerships and ensuring alignment with organisational priorities. You will bring expertise in advocacy, complaints resolution, complex case management, regulatory frameworks, and people leadership, with the ability to balance student-focused outcomes with institutional accountability.

This is an excellent opportunity for a values-driven leader who is passionate about creating inclusive, responsive, and future-focused services that enhance the student experience and contribute to positive educational outcomes across a dynamic tertiary environment. Regular travel across campuses is required.

Please refer to the Position Description for further information about the role.

We're seeking an experienced and people-focused leader with a strong background in student advocacy, complaints management, or a related field. You will bring the ability to lead high-performing teams, navigate complex and sensitive situations with confidence, and deliver fair, consistent, and student-centred services that support learner success and organisational goals.

You'll have:

• Bachelor's degree in law or another relevant discipline.
• Minimum five years' experience leading people and teams in a relevant environment.
• Minimum five years' experience in student advocacy, complaints management, or a comparable field.
• Demonstrated commitment to fostering diverse, inclusive, and equitable environments.
• Strong knowledge of advocacy, complaints resolution, regulatory requirements, and governance frameworks.
• Proven ability to manage complex cases, early intervention approaches, and escalation pathways.
• Experience designing, implementing, or improving service delivery processes, policies, and reporting frameworks.
• Demonstrated success leading high-performing teams and driving continuous improvement.
• Strong stakeholder engagement skills, with the ability to build trusted relationships and influence positive outcomes.
• Experience managing operational performance, KPIs, and service quality.
• Sound judgement, professionalism, and discretion when handling sensitive matters.
• Ability to balance student-centred outcomes with institutional accountability.
• Valid New Zealand Full Driver Licence and willingness to travel regularly across campuses.
• An understanding or desire to learn te reo Māori, tikanga Māori, and the values and practices of kaupapa Māori
• Evidence of active engagement in building diverse, inclusive, and equitable workplaces/environments
• Proven experience leading student advocacy services.
• Budget management experience within a service delivery environment.
• Postgraduate qualification in a relevant field.
• Experience supporting service integration and consistency across multiple sites or functions.

This role is ideal for a collaborative and strategic thinker who can bring together people, processes, and practices to deliver responsive, equitable, and high-quality advocacy and complaints services across the institution.

Why you'll love working with us

Manukau Institute of Technology and Unitec is committed to learning with purpose and creating futures for our learners and communities. We value strong governance, collaboration, and wellbeing, and we are committed to honouring Te Tiriti o Waitangi.

To be eligible for this role, applicants must have the legal right to work in Aotearoa New Zealand (such as New Zealand citizenship or permanent residency).

Applications close on Sunday, 4th October 2026.

Manukau Institute of Technology and Unitec are proud to be an equal opportunity employer. We welcome and celebrate diversity and are committed to building a supportive and inclusive environment for all.