Student Support Team Leader - London, United Kingdom - King's College London

King's College London
King's College London
Verified Company
London, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Job id:
Salary: £37,332 - £42,099 per annum, including London Weighting Allowance.

Posted: 15 February 2024.

Closing date: 24 March 2024.


Business unit:
King's Digital


Department:
King's Digital.


Location:
Strand Campus


Category:
Professional & Support Services.

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Job description

Role Overview


Vision 2029, the overarching strategy of King's, articulates a bold ambition for the institution to be a leader in online education by the end of the decade.

To achieve this objective, King's Digital has been formed - a new professional service of the university that provides centralised support to and oversight of online learning activity across King's.


The department has three divisions:
content production; operations; and student support.

Working closely with Faculties, the content production function is responsible for the design and development of online materials; and the operations function is responsible for the planning, coordination and management of online provision.


The student support function is a brand new unit responsible for providing a dedicated, non-academic service to all online learners at King's.

This is an exciting time to join a rapidly growing and ambitious team, and a unique opportunity to help shape a facility that will support thousands of students around the world enrolled across an expanding portfolio of innovative, in demand online programmes.


All postholders must be willing to work a '5 over 7' shift pattern working 35 hours per week on rotation between the hours of 7am and 7pm.

Interviews will be held w/c 8th April.

This post will be offered on an indefinite contract

This is a full-time post

Key responsibilities


Help to design, implement, scale and evolve a market-leading online student support function leveraging the latest technologies and industry best practice.


Be responsible for the line management of Student Support Advisors as well as helping to develop a high performing student support function more broadly.


Role model and promote the necessary and appropriate behaviours and values to foster a culture of dynamism, respect, equality and inclusion.


Oversee all initial, front-line support provided to learners enrolled on online programmes at King's from enrolment to graduation, ensuring a friendly, efficient and professional service is consistently delivered.


Implement and oversee robust case management, ensuring all on-programme student enquiries are recorded using the organisation's CRM system; managed within agreed parameters; and resolved in line with service level agreements.


Be responsible for the regular reporting of performance across the student support function against business case objectives and key performance indicators.


Ensure both proactive and reactive provision delivered by the Student Support team is appropriately tailored based on user need and consistently meets if not exceeds student's expectations.


Work closely with service owners across the institution to ensure holistic and seamless support of online students, including timely resolution of student queries; effective triage; and utilisation of specialist services offered elsewhere in the organisation.


Identify, implement and ensure the effective utilisation of systems and technologies that are able to automate high volume and/or repetitive tasks across the student journey.


Help to drive an ethos of continuous improvement and a culture in which the Student Support team are actively involved in recommending and implementing changes to enhance the student experience of online learners at King's.


Ensure student complaints are resolved, taking the lead when necessary and escalating matters to the Director of Student Support as appropriate.


Ensure adherence to all relevant statutory and institution policies, including those relating to data protection, across the student support operation.

Represent King's Digital at appropriate levels internally within King's.

Support recruitment activities of the student support function as necessary.

  • 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


  • Degree or equivalent experience.
  • Relevant experience of managing teams in a busy customer-facing environment physically, virtually or both.
  • Evidence of overseeing the delivery of exceptional user, customer or student outcomes.
  • Experience of using CRM systems and improving processes through technological enhancements and innovation.
  • Ability to work effectively with numerous back-office functions to provide a unified and seamless end user interface, journey and experience.
  • Excellent organisational skills including rota and staff planning at scale.
  • Excellent oral and written communication skills, including regul
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