Student Experience Navigator

Qjumpers; Gisborne; On-site; NZD 49,000 - 56,000; Part time

Job summary

Eastern Institute of Technology (EIT) in Gisborne is seeking a permanent part-time Student Experience Navigator to deliver friendly, efficient customer service at the Student Hub. You will triage enquiries, provide programme information and support enrolments, contributing to learner success.

The role reports to the Student Support Services Manager within the Student Support Services team, and you will help maintain a welcoming environment and accurate learner records.

Qualifications

• A minimum of three years' experience in customer service and administration
• Experience in reception or frontline customer service within a busy environment
• Strong written and verbal communication skills
• Excellent active listening and problem-solving abilities
• Confidence using a range of digital tools, systems and software applications
• Strong organisational skills and exceptional attention to detail
• The ability to manage multiple priorities in a fast-paced environment
• Good literacy and numeracy skills
• The ability to assess needs, provide accurate guidance and direct enquiries effectively
• An understanding of Te Tiriti o Waitangi and the ability to work effectively in diverse environments

Responsibilities

• Providing a professional, welcoming and culturally responsive reception service
• Acting as the first point of contact for learners, staff and visitors
• Triaging enquiries and providing timely and accurate follow-up
• Providing information on programmes, learner support services and campus facilities
• Processing learner enquiries, applications and enrolments
• Assisting with enrolment administration and learner records
• Processing payments and supporting financial administration activities
• Maintaining accurate databases, records and information resources
• Supporting the Student Support Services team with administrative and operational activities
• Contributing to a welcoming and inclusive environment that enhances learner success

Skills

Customer service

Administration

Reception/frontline

Communication (written and verbal)

Active listening

Problem solving

Digital tools

Organisational skills

Attention to detail

Multi-tasking

Literacy & numeracy

Guidance & triage

Te Tiriti o Waitangi understanding

Job description

We are seeking a permanent part-time (0.6 FTE) Student Experience Navigator based in Gisborne. As the welcoming face of the Student Hub, you will provide professional, friendly and efficient customer service to prospective and current ākonga, kaimahi and visitors. You will ensure enquiries are effectively triaged and directed, provide accurate information about programmes and services, and support the wider Student Support Services team with a range of administrative functions. This role plays a key role in supporting the ākonga journey, maintaining a welcoming environment and contributing to learner success.

The appointing salary for this role will be between $48,810 and $55,957 per annum, pro-rated to FTE, dependent on skills and experience.

The Student Experience Navigator is based in our Student Support Services team reporting to the Student Support Services Manager and will be responsible for:

• Providing a professional, welcoming and culturally responsive reception service
• Acting as the first point of contact for learners, staff and visitors
• Triaging enquiries and providing timely and accurate follow-up
• Providing information on programmes, learner support services and campus facilities
• Processing learner enquiries, applications and enrolments
• Assisting with enrolment administration and learner records
• Processing payments and supporting financial administration activities
• Maintaining accurate databases, records and information resources
• Supporting the Student Support Services team with administrative and operational activities
• Contributing to a welcoming and inclusive environment that enhances learner success

To be successful in this role you will have:

• A minimum of three years' experience in customer service and administration
• Experience in reception or frontline customer service within a busy environment
• Strong written and verbal communication skills
• Excellent active listening and problem-solving abilities
• Confidence using a range of digital tools, systems and software applications
• Strong organisational skills and exceptional attention to detail
• The ability to manage multiple priorities in a fast-paced environment
• Good literacy and numeracy skills
• The ability to assess needs, provide accurate guidance and direct enquiries effectively
• An understanding of Te Tiriti o Waitangi and the ability to work effectively in diverse environments

EIT is a vibrant and progressive tertiary institute with campuses in Tairāwhiti (Gisborne), Hawke’s Bay, and Auckland, and learning centres throughout the region. We are committed to Te Tiriti o Waitangi and to delivering services that meet the needs of Māori learners and their whānau, as well as iwi aspirations.

Applicants should have NZ residency or a valid NZ work visa and will undergo pre-employment checks, including a New Zealand Police vet as this role is identified as a children’s worker.