Student Support Liaison Adviser

at  Massey University

STUDENT SUPPORT LIAISON ADVISER

Position Purpose: The Student Support Liaison Adviser will play a critical role in shaping the
student experience at Massey University. The role serves as a primary (in
person) point of contact for students throughout the student journey,
delivering exceptional customer service by applying a thorough
understanding of university policies and procedures to guide students as
they navigate university systems and processes. Thus, supporting a
quality university experience.
The Student Support Liaison Adviser will leverage their strong
interpersonal skills to build and maintain positive relationships with
students and staff at our physical campuses, recognising the student’s
individual diversity and their varied range of requirements to engage the
student with integrated services that support student engagement and
success.
Department: Student Experience
Location: Auckland
Reports to: Service Leader – Advice and Communication
Responsible for: Nil
Delegations: Nil
Job Title: Advisor – Student Services

ACCOUNTABILITIES

• Guide students to understand and navigate university systems and
Student Support and processes to enable resolution of a wide variety of queries including
Guidance but not limited to: admission, enrolment, planning, achievement,
development, fees payment, examinations, campus services, proof of

study, proof of identity.

• Notice opportunities to enhance the student experience through

applying an understanding of the nuances of communication in a
multi-channel, multi-cultural environment offering guidance and

presenting opportunities as appropriate.

• Accurately interpret student need beyond the presenting query and

make referrals as appropriate.

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• Follow through on referrals made and take ownership for maintaining

a connection with students who have long-standing financial, technical

or enrolment support needs.

• Uphold Tier 1 responsibilities for recognising and referring any pastoral

care concerns as outlined within the Massey Student Wellbeing and
Safety Framework and demonstrated within Mental Health First Aid

and Recognising and Referring professional development courses.

• Collaborate with wider student experience teams to proactively offer

safe, inclusive, accessible, and supportive services to students with a
holistic and mana-enhancing approach
Compliance and Risk • Provide efficient, and accurate execution of services, whilst ensuring
Assessment compliance to University and Government policies and procedures,
including but limited to the University’s health and safety, privacy,
admission, enrolment policies and New Zealand financial audit,

immigration, and pastoral care of students’ requirements.

• Investigate, analyse, summarise and make recommendations or

decisions on a variety of processes and issues during the service

interaction.

• Identify persistent issues or trends that require further investigation

and works collaboratively with the relevant business unit for resolution

or process improvement.

• Escalates high risk issues to the appropriate service area Manager

according to set guidelines.

• Ensure all electronic references and resources are stored and disposed

of correctly and within appropriate time frames.

• Ensure all student information is entered correctly in appropriate

databases e.g, SMS, CRM
Fees and Financial • Complete relevant documentation as an authorised agent for Massey
Administration University in matters related to Ministry of Social Development,
Tertiary Education Commission and other external agencies relevant to

the financial support of students.

• Maintain knowledge and perform duties associated with student

financial assistance i.e., student allowance, financial hardship.

• Provide departmental banking services for specific business units.
• Pay out student petty case reimbursements within delegation,

ensuring all claim forms are correct and accompanied by the

appropriate documentation.

• Undertake Cash Management, daily reconciliation of all transactions

and banking (recording discrepancies), management of petty cash and

floats, and EFTPOS troubleshooting.

• Maintain financial records as per university policy for audit reasons.

Functional • Leverage partnerships with key networks and/or specialist staff to
Relationships build knowledge and trust across the organisation and ensure students
have a seamless consistent experience.
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• Liaise with external agencies i.e., Ministry of Social Development,
Student Associations where appropriate to assist students in their

studies.

• Take responsibility for the maintenance of key relationships with other

business units on behalf of the Campus Hub teams, ensure teams are
kept up to date with a changing policy, procedures or departmental

structures

• Purposefully and mindfully engage with all contacts and during all

interactions to promote awareness of working with students as
partners.
Professional • Identify and participate in ongoing professional development to build
Development the expertise needed to support and guide students.
• Maintain up to date and in-depth knowledge of university offerings

and processes.

• Demonstrate, and encourage others to demonstrate, support for the

University’s commitment to Te Tiriti o Waitangi.

• Develop cultural knowledge and Te Reo proficiency.
• Participate in pastoral care and wellbeing professional development

regularly to continue to enhance the support and response required

for customers.

• Identify and participate in technical training sessions as well as staying

up to date with quick reference card (QRC) material as they evolve to

enable timely and effective resolution to customers technical issues.

• Identify and undertake projects relevant to service improvement goals

and objectives as agreed with the Academic Advice and Information
leadership team.
Service Contribution • Conduct outbound campaigns on behalf of the university to proactively

support and engage with students.

• Actively participate in duties that support the wider student

experience and engagement teams such as open day, orientation and

graduation.

• Triage visitor and public enquires at campus service points

QUALIFICATIONS AND EXPERIENCE

Qualifications A tertiary qualification is required, a bachelor’s degree preferred.
Experience • An understanding of and a commitment to tangata whenuatanga
and Te Tiriti o Waitangi partnership in Aotearoa as well as

understand and recognise the status of tangata whenua in Aotearoa

• Experience (or willingness) to use te reo and tikanga Māori.
• 2 years minimum operational experience in a service environment,

preferably in a tertiary education setting.

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• Strong understanding of the student experience and empathy for

the challenges students may face throughout the learning journey.

• Experience in applying an understanding The Education (Pastoral

Care of Tertiary and International Learners) Code of Practice 2021.

• Previous experience in cross-cultural communication and

engagement in a professional setting.

• Familiarity with multi-media technology, database systems,

spreadsheets and the ability to manage information and customer

relationship systems to support all functions of the role.

• Knowledge and experience with Microsoft Office 365 at

intermediate level or above

• Experience with service and process improvement

Capabilities - Behaviour
Service Centric • Acts with the internal/external stakeholder or customer in mind, seeks to

Essential understand and deliver on customer perceptions and expectations.

• Able to respond to common stakeholder queries and problems or escalate

if required.

• Responds to unexpected stakeholder requests with a sense of urgency

and positive action.

• Provides a level of customer centric service excellence that contributes to

the departments objectives.
Working Together • Establishes and maintains productive working relationships with key

Essential stakeholders internally and externally.

• Contributes as a member with multiple teams that span function, issue

and location.

• Establishes and maintains credibility and appropriate confidentiality with

stakeholders

• Proactively identifies and addresses potential issues with stakeholders.
• Leverages partnerships to improve the performance of programme or

portfolios and works to resolves conflict and other obstacles to team

performance.

• Able to coach and influence internal and external stakeholders, building

constructive working relationships.
Communication • Written and oral communications that produces clear and complete

Essential communication for stakeholders

• Analyses audiences to understand their composition and perspectives.
• Recognises which communications need to be formalised to provide

clarity, including when escalation is required.

• Conducts discussions in a respectful manner, that are sincere and

professional.

• Adapts listening and facilitation styles to others’ communication styles.

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Continuous • Implements new systems, procedures and tools efficiently when changes
Transformation occur in the work environment.
Essential • Works with agility, adjusting current working processes or adopting new

approaches in response to changes in the organisation environment.

• Seeks challenging opportunities or assignments to grow and develop

one’s own knowledge, skills and abilities.

• Uses digital tools to innovate programme, processes, systems or services.
• Communicates and analyses assumptions about a particular issue with

colleagues to gain new perspectives or more effective solutions.
Capabilities - Technical
Customer Service • Cites examples of keeping the customer as the focal point of all team

Management activity.

• Focuses on providing a value-added service for stakeholders.
• Conducts and acts on reviews of open service requests.
• Identifies and resolves gaps in customer expectations versus actual

service levels.

• Verifies stakeholder satisfaction and keeps customers informed.
• Creates comprehensive notes, updating systems with query details to

enable faster problem solving.
Data Gathering • Ability to learn and use core Massey University systems

and Reporting • Proficient in the use of Microsoft Word, Excel, Outlook and PowerPoint

• Developing proficiency in the use of SharePoint (Create new, open, edit,

save)

• Performs file management tasks such as folder management and

controlled document administration.
Digital Skills • Working knowledge and confidence in using core systems Massey

University.

• Demonstrates intermediate levels of knowledge and experience in the

use of Microsoft Office software.

• Uses preferences and other tools to customise computer software /

hardware appropriate for function.

• Intermediate experience in the use of SharePoint, can coach others in the

use SharePoint

• Identifies and resolves common software and usage problems.

Priority Setting • Understands own role priorities on a day to day basis.

• Performs at least 2-3 concurrent activities without reducing productivity.
• Completes current work according to assigned priorities.
• Recognises changing demands and priorities; validates changes with

management.

• Responds to day-to-day operational priorities while still making progress

on project work.

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• Obtains information about how current assignments contribute to

organisational goals.

Problem Solving • Describes problem reporting and escalation practices.

• Uses fact-finding techniques and diagnostic tools to identify problems.
• Identifies and documents specific problems and resolution alternatives.
• Uses initiative to develop alternative techniques for assessing accuracy

and relevance of information.

• Helps to analyse risks and benefits of alternative approaches and obtain

decision on resolution.

• Examines a specific problem and understands the perspective of each

involved stakeholder
Student Learning, • Defines when escalation is and is not appropriate.
Support and • Addresses routine questions on student assistance programme.
Wellness • Analyses documentation and administration requirements regarding
student assistance programme.
• Develops and implements processes that enhance students learning,
support and welfare.
• Assists in running a section of the organisation’s student assistance
programme.

relationship systems to support all functions of the role.

• Knowledge and experience with Microsoft Office 365 a

Priority Setting • Understands own role priorities on a day to day basis.

• Performs at least 2-3 concurrent activities without reducing productivity.
• Completes current work according to assigned priorities.
• Recognises changing demands and priorities; validates changes wit