Head of Process Improvement and Transformation - London, United Kingdom - King's College London

King's College London

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

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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 Knowledge & Information department brings together colleagues who are focussed on helping students to get the information they need quickly and easily and also to engage with their programme and university life more broadly, through management of inbound enquiries and service requests, static and dynamic digital content, and outbound communications.

Our remit covers all King's students, from enrolment to graduation.

About the Role

Heads of Service have operational responsibility for a defined portfolio of education and student professional services, as:

A departmental lead within the Students and Education Directorate; or
Project/programme/departmental lead within an academic faculty; or
The lead of defined divisionalwide initiatives
Heads of Service work within and across teams and functions, engaging with a wide range of colleagues across King's. They contribute and lead on activities which positively impact the student experience.

This includes ensuring:

Close working with their Associate Director, and across organisational boundaries, to identify and action opportunities to improve efficiency and consistency of service (or project) delivery
Efficient resource utilisation and organisation of work resources within their department (or project)
Proactive engagement with service users and stakeholders to facilitate mutually effective working relationships
Their department (or project) embeds a culture of service, transparency and continuous improvement

Heads of Service will have an understanding of the priorities, cultures and pressures of a research-led university and of academic processes and the structure of the academic year.

The Head of Process Improvement and Transformation (Student Enquiries) leads continuous improvement of student enquiry management processes and transformation practices to ensure we are delivering a high-quality, supportive service to our diverse student population at all times.

Principally focussed on our Student Services Frontline team, they identify and define the requirements of students, use these requirements to articulate project proposals and are then responsible for delivery, supported by specialist colleagues from across King's.

Student Services Frontline is King's central team for enquiry management.

Supported by a comprehensive knowledge bank (Student Services Online), the team handle a wide array of enquiries from current students, alumni and third parties, received through online enquiry forms, over the phone, through webchat and in person at our help desks.

This post will be offered on an indefinite contract.

Key responsibilities

Lead work to identify and define requirements from enquirers (principally current students) as well as relevant staff through quantitative metrics and qualitative feedback. Feed these requirements into improvement project proposals and planning; lobby for and champion the needs of students.
Work with other specialist colleagues to ensure improvement projects are prioritised, delivered and reviewed effectively in support of enhanced customer service for students.
Contribute to the development of the student enquiry management strategy and direct its implementation in defined annual plans.
Drive innovation in student customer service and leverage new technologies and new approaches to ways of working to better meet students' needs.
Work closely and build effective relationships with colleagues across the university (especially teams elsewhere within the Students & Education Directorate and in other areas delivering student enquiry management, such as Libraries & Collections, IT and faculties), collaborating with them to ensure consistency of standards and a 'One King's' approach to student customer service.
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 enquiry management in higher education, or leading customer service improvements in large and complex organisations. Relevant educational experienc