Student Lifecycle Support Senior Officer - London, United Kingdom - King's College London

King's College London

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Description

About Us

The King's community is dedicated to the service of society.

King's Strategic Vision 2029 sets out our vision for the future, shaped around five priority areas:

educate to inspire and improve; research to inform and innovate; serve to shape and transform; a civic university at the heart of London; and an international community that services the world.

Our ambitious Education Strategy sets out the actions that we must take to transform how we teach, how and where our students learn and how we support them during their time with us.

The Student Lifecycle Support team is a new team within King's, looking to deliver first class support, training and guidance, continuous service improvements and management of business improvements to the university's programme administration teams within Faculties, schools and directorates.

Working closely with partners across this institution, we work to drive efficient and effective programme administration services.

About the Role

The focus of the role will be on managing, resolving and triaging support requests through our enquiry management tools, working with colleagues to identify information gaps and expanding our library of information and guidance for colleagues.

In addition to this, the postholder will contribute to supporting core business activities providing supporting systems testing, rollover activities, project support, documentation and testing.

Please note, this is not a student facing role.

Key Responsibilities

Managing support requests through resolution, triage and curation of guidance to reduce queries and drive a selfservice approach to administration delivery, monitoring for themes and patterns and identifying opportunities for service improvements.
Working closely with Student Lifecycle Support Analysts to create new guidance and training materials, disseminating these to stakeholder groups and monitoring impact and improvements through review of query volume.
Working closely with the Student Lifecycle Support Analysts and the Student Lifecycle Support Lead to analyse business requirements resulting from a support call, new or statutory changes, or any identified system bugs, and supporting development and release of improvements through testing, validation and other related activities.
As part of continuous service improvement initiatives monitor business processes and procedures ensuring their effectiveness and take necessary steps to update and improve.
Supporting colleagues in the delivery of project activities as required, including coordination of meetings, logistics and event planning, contributing positively and constructively to the achievement of team and division goals.
Supporting, analysing and reporting on data relating to enquiry management, service improvements, projects and their outputs to key stakeholders at a senior level.
The above list of responsibilities may not be exhaustive, and the post holder will be required to undertake such tasks and responsibilities as may reasonably be expected within the scope and grading of the post._

Skills, knowledge, and experience

Essential criteria

Relevant work experience and/or education: We think a wide range of different work and educational experiences could support you to be successful in this role. Relevant work experience might include work in customer service, or in programme administration. Relevant educational experiences might include higher education in a related discipline, professional qualifications or other training.
Sound knowledge of Microsoft Office suite including TEAMS, SharePoint and Excel, and ability to learn new systems quickly and competently
Ability to work independently in a fastchanging environment and meet challenging deadlines
Identify opportunities for operational improvements and support implementation of these improvements
Excellent interpersonal skills, with the ability to communicate and distribute information clearly. Contribute to team discussions with confidence, but give others space to speak
Ability to build and engage with internal and external networks that support your role
Sound knowledge of the sensitive nature of personal data, and the importance of compliance with Data Protection Legislation (by both yourself and your team)
Take responsibility for your own learning and development, ensuring any specific training needed for your role is undertaken

Desirable criteria

ITIL (Information Technology Infrastructure Library) qualification would be beneficial
Experience in developing an enquiry management service would be helpful in this role
Knowledge of the student lifecycle and related university programme administration processes would be beneficial

Further Information

Interviews will be held using Microsoft Teams and will consist of competency-based questions linked closely to the essential and desirable criteria mentioned here.

Interviews are provisionally scheduled to t