Student Support Advisor

3 weeks ago

London, United Kingdom King's College London Full time

Job id: 084609. Salary: £32,979 - £36,396 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 15th 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.

Actively support colleagues and be part of a growing team that champions a culture of dynamism, respect, equality and inclusion.

Provide all initial, front-line support to learners enrolled on online programmes at King’s.

Ensure a warm and welcoming handover from Enrolment Advisors and provide all new students a personal and informative induction and on-boarding experience.

Effectively manage all on-programme student enquiries, ensuring cases are recorded using the organisation’s CRM system; managed within agreed parameters; and resolved in line with service level agreements.

Provide both proactive and reactive support on general student issues such as those relating to enrolment tasks; fee payments; regulations; assessment deadlines/processes; navigation/use of the virtual learning environment; and certification/graduation processes.

Refer specific student issues to specialist or central university support services when appropriate or necessary such as those relating to credit control; disability; funding; and IT.

Refer specific academic student issues to Faculty when appropriate or necessary.

Ensure all student queries are effectively concluded in a timely and satisfactory manner, working closely with other areas of King’s to provide to the student a seamless experience and definitive outcome.

Based on their individual need, provide tailored guidance to students at key decision points in their journey such as those relating to study breaks and module selections, and proactively manage the impacts of these choices.

Based on their individual need, work with students to identify university services and resources that can support their ongoing studies as well as their personal and professional development.

Effectively utilise systems and technologies that are able to automate high volume and/or repetitive tasks across the student journey.

Help to identify, recommend and implement changes to enhance the student experience of online learners at King’s.

Adhere to all relevant statutory and institution policies including those relating to data protection.

Respond to student complains and resolve matters where possible, escalating issues to Student Support Team Leaders as appropriate.

Undertake other ad hoc tasks as required.
- 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

1. Educated to A level or equivalent.

2. Relevant experience of operating in a busy customer-facing environment physically, virtually or both.

3. Ability to deliver exceptional user, customer or student outcomes both working alone and collaboratively with others.

4. Excellent communication skills, acting with courtesy and professionalism.

5. Ability to deal with conflict, demonstrating tact and diplomacy.

7. Ability to meet deadlines working under pressure.

8. Effective team player.

9. Ability to independently organise own workload and prioritise effectively.

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