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Student Enquiries Officer
3 months ago
Job id: 091707. Salary: £32,979 - £36,396 per annum, including London Weighting Allowance.
Posted: 24 June 2024. Closing date: 08 July 2024.
Business unit: Students & Education. Department: Student Services Frontline.
Location: Strand Campus. Category: Professional & Support Services.
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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.
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.
About the role
Student Enquiries Officers handle enquiries from students, alumni and third parties via various enquiry channels including in person, online and by phone. They are responsible for providing excellent customer service and handling often complex enquiries using our Customer Relationship Management software (CRM), Microsoft Dynamics. Supported by a comprehensive knowledge bank (Student Services Online), the team work collaboratively with colleagues from across the university to provide an excellent student experience.
Key responsibilities include:
Provide in-depth written and verbal information and guidance relating to multiple support services and administrative processes across the university to a diverse and multinational range of enquirers.
Use research skills and knowledge resources to provide positive and timely resolutions to enquiries in a case management system (Microsoft Dynamics) ensuring accurate records and effective notes are kept, escalating complex cases and flagging trends to managers as required while sharing knowledge across the team.
Liaise and collaborate with other teams within the Students & Education Directorate and elsewhere at King’s as needed to resolve enquiries.
Adhere to processes, policies and legislation, including those relating to data protection, equality and inclusion, referring to specialists and other departments when necessary.
Manage and prioritise daily workload, working to meet the team’s agreed Service Level Agreements and Key Performance Indicators and flexibly across our locations and settings, including face-to-face, phone, Microsoft Dynamics and webchat.
Remain supportive, empathetic and positive when dealing confidently with challenging situations that arise in a busy frontline service, maintaining effective and appropriate boundaries in all work.
This is a full time (35 hours per week), and you will be offered an indefinite contract.
About You
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 retail or customer services. Relevant educational experiences might include higher education in a related discipline, professional qualifications, or other training.
- Experience of handling enquiries within a customer-focused enquiry, information, and guidance service with the ability to interpret, analyse, diagnose, prioritise and problem-solve a range of enquiries.
- Proven IT skills, including the ability to use a wide range of Microsoft 365 and/or Customer Relationship Management (CRM) systems (or similar) with the enthusiasm to learn new systems.
- Excellent interpersonal and written communication skills, with the ability to both provide clear and precise communications on topics of varying levels of complexity, striking an appropriate tone for various channels and audiences (including those for whom English is a second language), and to support and reassure students who are in distress or feeling under pressure with empathy and compassion.
- Ability to take responsibility for own decision making while knowing when and how to escalate or signpost sensitive enquiries.
- Ability to work under pressure and remain calm and resilient in a fast-paced, customer
