Senior Programmes Officer

1 month ago

London, United Kingdom King's College London Full time

Job description

We are looking for a Senior Programmes Officer (UG) to join the Education team within The Dickson Poon School of Law at King’s College London. The post-holder will work alongside a team of Programmes Officers and Senior Programmes Officers and would support our portfolio of undergraduate on-campus programmes, including the LLB, dual-degrees and year abroad Law programmes.

The Senior Programmes Officer provides essential support to students and academics. Working in a fast-paced environment, the role includes taking responsibility to resolve complex queries and issues, supporting activities such as assessment and results processing, using databases and Microsoft Excel to maintain accurate student data on progress and achievement, and delivering a high-quality service across the student lifecycle. Working with colleagues to plan and coordinate a varied set of activities, you will have opportunities to further develop your knowledge of regulations and processes and be part of professional networks promoting best practice. As part of the King’s community, you’ll work alongside inspiring academic staff, administrators, and students.

This is a full-time post - 100% full time equivalent

Key responsibilities
- Work with relevant colleagues to plan programme cycles, considering the provision of processes throughout the academic year, identifying priorities and demonstrating flexibility throughout the cycle, recognising when priorities change, amending plans and adjusting work patterns accordingly
- Coordinate programme administration processes relevant to the area of work, including assessment processes, in line with university deadlines and regulations, and Faculty and external requirements
- Coordinate the management of day-to-day student enquiries with the Programme Officers and with support from the UG Programmes Manager to provide responses as appropriate within agreed timeframes, taking responsibility for responding directly to more complex enquiries and escalating with line manager when required
- Ensure that quality assurance requirements and, where required, accreditation requirements are met for all provision. To service committees as directed by your line manager. Coordinate module evaluation processes in line with current university best practice
- Develop and improve the service through eliciting and responding to service user feedback, identifying and suggesting service improvements and implementing new ways of working as directed
- Work flexibly as part of a team, supporting others in times of high-volume activity. Participating in and coordinating new starter inductions. Covering staff absence and deputising for the line manager as and when required
- Work with the wider university community to ensure up-to-date and consistent practices are followed when utilising systems (e.g., student records systems and virtual learning environments) to undertake both day-to-day functions and higher-level processes such as reporting and extracting data, ensuring accuracy of data, and identifying and resolving issues
- Engage with and triage students’ pastoral care needs, resolving straightforward issues where appropriate and escalating with, and informing, key stakeholders as per university frameworks
- Receive, investigate, and resolve low-level complaints and address service setbacks, exercising judgement and escalating to line manager where required
- Take personal accountability for the data quality of student records, ensuring records are accurately maintained in accordance with the agreed retention schedules
- Carry out other reasonable responsibilities commensurate with the grading of the post 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. Excellent written and oral communication skills including the ability to draft documents and correspondence autonomously to a broad range of audiences.

2. Excellent time management and organisational skills and the ability to work to tight deadlines

3. Good working knowledge of Microsoft Word, Excel, and Outlook

4. Data driven decision making approach, utilising appropriate information as required

5. Experience in the use of databases and student records systems (such as SITS) to provide management information data to a high level of detail and accuracy.

6. Experience of stakeholder management, ability to work with a broad range of stakeholders in a professional and assured manner.

7. Experience of working in a customer facing environment with a knowledge of how to address complaints and service setbacks in a professional and efficient manner.

8. Experience of managing and delivering a portfolio of taught provision, with a proactive, development focused and transparent approach.

9. Have a methodical bu

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