Student Services & Experience Coordinator

Upeducation; Auckland; On-site; NZD 60,000 - 75,000; Full time

Benefits offered by this job

Staff benefits and development

Job summary

Auckland Institute of Studies (AIS) in Mt Albert, Auckland, is seeking a proactive Student Services and Experience Coordinator to support students throughout their study journey. You will be a key contact for enquiries, attendance and engagement, and help with orientation and events to foster a positive student experience.

In this busy role you will collaborate with staff to resolve issues, maintain records, and ensure students know where to turn for support.

Qualifications

• Experience in student services or education administration is preferred.
• Ability to work in a busy environment with changing priorities.
• Strong interpersonal and customer service skills.
• Experience with international students is a plus.

Responsibilities

• Managing student enquiries through in-person, email, phone and online channels, providing timely and professional support.
• Driving attendance monitoring and following up on engagement or progression concerns.
• Helping students navigate services, policies, processes and available support.
• Supporting orientation, student engagement activities, events and graduation.
• Supporting students throughout key stages of their study journey.
• Communicating professionally with parents, caregivers and other stakeholders when required.
• Maintaining accurate student records and ensuring enquiries and issues are followed through or escalated.

Job description

Location: Mt Albert, Auckland

Full-time | Permanent | On-site

About the role:

We are looking for a proactive and people-focused Student Services and Experience Coordinator to join the team at Auckland Institute of Studies (AIS). This is a dynamic, hands-on role supporting students throughout their study journey. You'll be a key point of contact for students, assisting with enquiries, attendance and engagement matters, student activities and events, and ensuring they know where to turn when they need support. No two days will be the same. You'll work closely with students and internal teams to resolve enquiries, provide support and contribute to a positive and engaging student experience.

Your key responsibilities will include:

• Managing student enquiries through in-person, email, phone and online channels, providing timely and professional support.
• Driving attendance monitoring and following up on engagement or progression concerns.
• Helping students navigate services, policies, processes and available support.
• Supporting orientation, student engagement activities, events and graduation.
• Supporting students throughout key stages of their study journey.
• Communicating professionally with parents, caregivers and other stakeholders when required.
• Maintaining accurate student records and ensuring enquiries and issues are followed through or appropriately escalated.

About you:

You’ll be someone who enjoys working with people and can confidently navigate a busy environment where priorities can change quickly. You'll be resourceful and solutions-focused, with the ability to assess situations, ask the right questions and take a practical approach to resolving issues. Ideally, you'll have previous experience in student services, education administration, student engagement or a similar customer-focused role. Experience within tertiary education or working with international students would be an advantage, but just as important is your ability to learn quickly and build positive relationships with people from a wide range of backgrounds.

You’ll bring:

• A practical, solutions-focused approach to resolving issues.
• Confidence to ask questions and seek clarification when needed.
• Excellent interpersonal and customer service skills.
• The ability to communicate effectively with people from diverse cultural backgrounds.
• Strong organisational skills and the ability to manage multiple priorities.
• Good computer literacy and the ability to quickly learn new systems.
• A proactive approach and willingness to take ownership of enquiries through to resolution.
• The ability to work collaboratively and recognise when matters need to be escalated.
• Previous student services or education sector experience would be highly regarded.

Why work with us?

• Growing and dynamic organisation: Be part of a well-established institution with a strong reputation and continued growth in the education sector.
• Forward-thinking environment: Work in an organisation that values innovation, continuous improvement, and high-quality education.
• Collaborative and supportive culture: Join a diverse, inclusive community where teamwork, connection, and support are at the heart of everything we do.
• Diverse and multicultural community: Work alongside staff and students from a wide range of cultural backgrounds, celebrating global perspectives.
• Staff benefits and development: Enjoy access to campus facilities and opportunities for ongoing learning and professional development.

Questions about your identity help us appreciate the diversity of individuals looking to work with us, ensuring we're attracting applications from people with identities and perspectives that are as diverse as our students.

We are an equal opportunity employer. As part of our commitment to equity, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment.