Support Coordinator

Marketplace; Hamilton; On-site; NZD 73,000 - 87,000; Full time

Job summary

The University of Waikato in Hamilton seeks a Support Coordinator to help students stay connected and access the right services. You will proactively connect with a student cohort, monitor engagement and risk indicators, and coordinate support with academic divisions.

This permanent, full-time role is based on the Hamilton campus and starts early 2027. You will contribute ideas to grow the service and use data systems and CRM tools to inform decisions.

Qualifications

• Recent experience in student services, customer service or a support-related role.
• Ability to independently manage a portfolio, caseload or cohort and prioritise according to need and risk.
• Strong organisation, communication, judgement and problem-solving skills.
• Knowledge of data systems or customer relationship management tools.

Responsibilities

• Proactively connect with students throughout their study journey and provide personalised assistance.
• Monitor engagement and risk indicators for assigned cohorts and reach out for early support when needed.
• Coordinate support with academic divisions and specialist services; contribute to developing the Support Coordination model.

Skills

Student services

Customer service

Portfolio management

Data systems

CRM tools

Communication

Tools

CRM tools

Data systems

Job description

# Support Coordinator at The University of Waikato, Waikato## Mō tēnei tūranga mahi | About this roleHelp students stay connected, overcome barriers and make progress throughout their study journey.* Make a meaningful difference to student success* Help shape a developing student support service* Grow your skills in a collaborative, evolving role**Ngā kōrero mō te tūranga - About the role**Support Coordination was established in 2026, and the team has made great progress in building the processes, relationships and ways of working that underpin the service. There is still plenty to develop, which makes this an exciting opportunity to join the team, contribute your ideas and grow alongside the role.As a Support Coordinator, you will proactively connect with students throughout their study journey, providing personalised assistance and helping them access the right services and resources to succeed. You will manage assigned student cohorts, monitor engagement and risk indicators, and reach out to students who may benefit from early support.No two days will be quite the same. You could be connecting directly with a student, reviewing engagement information, coordinating support with an academic division or specialist service, or helping the team trial a new approach. You will use student data, University systems and your professional judgement to decide when and how to engage.This is also a genuine opportunity to help shape how Support Coordination continues to develop. You will be encouraged to identify trends and service gaps, contribute ideas, trial new resources and engagement approaches, and share what you learn with the wider team. Flexibility, initiative and a willingness to work through change will be important as the service continues to evolve.Salary will be in the range of $73,235 to $87,024 per year, based on the skills, knowledge and experience brought to the position. This is a permanent, full-time role working 37.5 hours a week and based on our Hamilton Campus. The role will commence in early 2027.For more information about the role, please see the position description.All applications must be submitted through the online portal. Emailed applications will not be accepted.**Ko wai koe? - Who are you?**You will be someone who enjoys connecting with people and helping them find a way forward. You will be comfortable taking responsibility for a student cohort or caseload, balancing different priorities and deciding which students may need more timely or sustained support. We cant emphasis enough how different every day will be as you will interact with many students who all have varied questions and journeys.**You will have:*** Recent experience in student services, customer service or a support-related role* The ability to independently manage a portfolio, caseload or cohort and prioritise according to need and risk* Strong organisation, communication, judgement and problem-solving skills (multiple to communicate in different languages would be an advantage)* A flexible, proactive approach and the ability to build positive relationships across teams* A tertiary qualification is desirable, although equivalent relevant experience will also be considered.You will be student-focused and empathetic, while also being comfortable exercising judgement, maintaining clear professional boundaries and escalating complex concerns when required. In addition, you take a collaborative solution-based approach to your workload while being confident in taking initiative over your responsibilities.Experience in tertiary education or a complex student support environment would be helpful, as would knowledge of the student lifecycle and the factors that influence engagement, retention and success. Strong digital capability, including experience with data systems or customer relationship management tools, would also be valuable.**Ko wai mātou? - Who are we?**Student Services provides student-centred, efficient and responsive services throughout the student lifecycle, from first enquiry through to graduation. Our work supports the University's goals for student success, operational sustainability and equitable outcomes. The Support Coordinator sits within the Contact Team and works closely with the Contact Team Manager, Senior Support Coordinator, academic divisions, Māori and Pacific student support teams, and specialist services across the University. Together, we aim to provide students with coordinated, timely and culturally responsive support.You will join a collaborative team that values curiosity, shared learning and continuous improvement. As the service grows, you will have opportunities to build your knowledge, strengthen relationships across the University and contribute to how the Support Coordination model develops.**He aha ngā take me tono mai ai koe? - Why should you apply for this position?**We want you to be part of our success! Our university stands proudly on the world stage as a provider of future-focused, international education and an active player in global research. Our rankings reflect these strengths. Working with us means you'll enjoy a satisfying work environment with many benefits.The University of Waikato is distinctive for the diversity of its staff and students and encourages applicants with the relevant capabilities from all backgrounds to apply. Applicants must have the legal right to live and work in NZ in accordance with the NZ Immigration regulations which can be found here.**Ko te Tangata - For The People**The University of Waikato prides itself on the quality of its engagement with the communities that it serves, the provision of a world-class education and the national and international impact of its research. Our policies are guided by the principles of the Treaty of Waitangi and equal opportunity for all.E herea ana te Whare Wānanga ki te kaupapa kia whakaratohia te mea angitū ōrite ki ngā tāngata katoa.**Applications close on Wednesday, 25 November 2026.**Requisition number: 1004016