Support Coordinator

The University of Waikato; Hamilton; On-site; NZD 73,000 - 87,000; Full time

Job summary

The University of Waikato is seeking a proactive Support Coordinator to connect with students across their study journey, offering personalised assistance and guiding them to the right services and resources. You will manage a student cohort, monitor engagement, and coordinate support with academic divisions and specialist services on the Hamilton campus.

You will identify trends, propose improvements, and contribute ideas while collaborating with the Contact Team and broader university teams.

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 (multilingual ability 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.

Responsibilities

• Proactively connect with students throughout their study journey, providing personalised assistance.
• Manage assigned student cohorts, monitor engagement and risk indicators.
• Reach out to students who may benefit from early support.
• Coordinate support with an academic division or specialist service.
• Identify trends and service gaps and share learnings with the wider team.

Skills

Organisation skills

Communication

Judgement

Problem-solving

Multilingual ability

Education

Tertiary qualification desirable

Tools

CRM tools

Data systems

Job description

The University of Waikato holds a special place in the New Zealand university system. Since its inception in 1964 when it was created by the demands of the local community, the University has shown a commitment to innovation and to...

Help 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 early 2027.

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.

• 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 November 25, 2026