Staff Service Centre Team Lead

The opportunity | Te Whiwhinga mahi

The Staff Service Centre is looking for a Team Lead to join in an exciting role that will give you unrivalled exposure to the breadth of the University’s operations and successes!

You will be responsible for leading a busy and high performing team where you will ensure they deliver on standards and KPI’s for stakeholders by organising daily operational activities and channels, as well as developing quality evaluations and KPI measurements. 

You will be the face of the SSC to the University, representing us and developing deep understandings of stakeholders’ businesses and needs, and integrating new technologies, practices, and continuous improvement in the SSC to address them.

In addition, you’ll be responsible for the daily operational and people management of the team, including staff recruitment, professional development, 1:1’s, mentoring, coaching and development of analytics & Insights.

This is a full-time, 37.5 hours per week, on a permanent contract. The salary range for this role is $80,900 - $99,900 per annum depending on experience and qualifications.

For more detailed information, please refer to the Position Description.

About the team | Mō tō mātou rōpū

Here at the Staff Service Centre (SSC), we aim to deliver value to all staff by providing relevant, timely, accessible and integrated access to services. On a typical day, we manage a huge variety of enquiries from University employees, covering anything from property service and maintenance requests to financial transactions, and from IT enquiries to HR processes.

We’re a busy team – the SSC sees volumes of over 120,000 requests per year and serves a community of 5,500 staff members!

The team operates based on a roster. Our standard business hours are between 7.30am to 6.00pm Monday to Friday. We work 7.5 hours a day and start times will vary to accommodate operational demands.

About you | He kōrero mōu

Our ideal candidate will have extensive experience in people management, providing call centre or helpdesk services in a large and complex organisation.

You will naturally have a strong customer service ethos, putting stakeholders’ needs at the fore of your actions.

Important Skills | Nga Pūkenga Motuhake

• Excellent in delivering a high level of customer service
• Experience in coaching and/or mentoring staff
• Confidently working with service desk tools and technology, such as ITSM, remote access, knowledge resources, Virtual Assistant, Webchat and telephony
• Sound knowledge and experience of supporting range of IT applications, platforms and technologies
• Experienced in tailored reporting of insights and analytics

Ngā āhuatanga kei a mātou | What we offer

The University of Auckland is New Zealand's leading University and maintains significant computational, laboratory, and analytic facilities. Auckland is frequently rated as one of the world's most liveable cities. 

The University is committed to providing an excellent working environment through the following:

• Flexible employment practices (including working from home and flexible hours)
• Up to 6.75% company superannuation scheme
• A competitive salary with five weeks' annual leave

In addition, we also offer career development programs, discounted car parking, a generous parental leave allowance, childcare, and other discounts on internal and external services. 

For more information, please visit Staff Benefits.

How to apply | Me pēhea te tuku tono

Applications must be submitted online, by the closing date of 5th December 2024 to be considered. Please include your cover letter and your CV highlighting how you can meet the skills and experiences detailed above.

Please reach out to Courtenay Bernard via [email protected] for more information about the role. Please note we are happy to answer your questions, but we do not accept applications by email.

Equity

The University is committed to meeting its obligations under the Treaty of Waitangi and achieving equity outcomes for staff and students in a safe, inclusive, and equitable environment.  For further information on services for Māori, Pacific, women, LGBTQIATakatāpuiMVPFAFF+, people with disabilities, parenting support, flexible work and other personal circumstances go to www.equity.auckland.ac.nz

The University is committed to providing a safe, inclusive, and equitable environment where everyone can thrive. For further information see Te Ara Tautika | the Equity Policy and visit www.equity.auckland.ac.nz