Job Description
About this role
The Tauira Journey Representative provides front-line support to tauira across their entire learner journey – from first enquiry and enrolment through to course completion. This role ensures tauira receive accurate, timely, and culturally grounded assistance across a range of engagement channels, including in-person, contact centre, and digital platforms.
Role details:
Title: Tauira Journey Representative
Role: Permanent Full Time
Location: Te Awamutu
Hours: 37.5 hours per week
Days: Monday – Friday
As a Tauira Journey Representative, you will:
Respond to tauira enquiries across all stages of the learner journey via phone, email, live chat, in-person, or other digital platforms.
Provide accurate information on enrolment processes, course options, programme timelines, and learning support services.
Support tauira with key transitions including onboarding, re-enrolment, re-engagement, and withdrawal processes.
Accurately record tauira interactions, actions, and outcomes in learner support systems in line with institutional protocols.
Deliver consistent, high-quality support across multiple channels, balancing real-time responsiveness with follow-up requirements.
About you:
We are looking for someone who has the following:
Tertiary qualification at Level 5 or higher in Education, Customer Experience, Māori Development, or a related field.
Additional training in service delivery, digital tools, or learner support systems (desirable).
Minimum 2 years’ experience in a learner support, customer service, or tertiary education environment.
Strong understanding of the student lifecycle and common tauira needs across different study stages and delivery modes.
Excellent communication, documentation, and problem-solving skills.
Ability to work under pressure and prioritise tasks during periods of high demand.
As a kaupapa Māori organisation, your willingness to participate in cultural activities and develop an understanding of Āhuatanga Māori (values, culture and tikanga) is desirable.
Kua whati te tai, tono mai! | Apply today!
If we’ve outlined a role that matches your capabilities and aspirations, and a workplace that appeals, apply asap as we will close off the advertisement when we find a suitable candidate.
A position description is available on our careers website. For any other queries, please email jobs@twoa.ac.nz
