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Senior Student Support Officer

4 months ago

London, United Kingdom King's College London Full time

Job id: 086609. Salary: £37,332 including London Weighting Allowance.

Posted: 20 March 2024. Closing date: 02 April 2024.

Business unit: Faculty of Life Sciences & Medicine. Department: Faculty Education Services.

Location: Guy's Campus. Category: Professional & Support Services.

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Job description

This role forms part of the Student Support Team within Faculty Education Services in the Faculty of Life, Sciences and Medicine. The team supports students and academics across all taught programmes within the faculty.

Working in a fast-paced environment, you will develop strong working relationships with teams across Faculty Education Services, university services and key academic colleagues. You will be expected to proactively coordinate the provision of student support for students on UG and PGT programmes, ensuring that processes and procedures are reliable and effectively meet the needs of students, academic colleagues and other stakeholders.

You will be responsible for producing accurate records of support meetings with students and sharing these in a timely manner as well as providing administration across the broad range of student support, coordinating associated procedures, maintaining records and managing casework. You are expected to have a good understanding of the student lifecycle and maintain up to date knowledge of programme and university regulations and protocols. You will need to be able to use this knowledge to provide accurate and timely guidance to colleagues and students as required, escalating where there is risk, ensuring that early intervention is both appropriate and optimal.

You will be highly organised, motivated and capable of working independently as well as being part of a team. You will have experience of dealing with students who may be navigating complex difficulties and signposting them to support services as appropriate to ensure students receive the best possible support. You will be comfortable and resilient in managing sensitive conversations and challenging situations.

This post will be offered on an indefinite contract.

This is a full-time post.

Key responsibilities

Assist in the provision of student support for taught programmes, effectively meeting the needs of students, academic colleagues and other stakeholders through the use of efficient reliable systems

Support with the day-to-day service requirements across a broad range of student support workstreams and individual casework, such as Occupational Health referrals, engagement concerns, referrals to counselling and other university service, cases of misconduct and student suspension, support for study and fitness to practice

Take ownership of the student support mailbox; ensuring all student support enquiries are answered daily and escalating complex, urgent or sensitive contact as appropriate

Work collaboratively with colleagues throughout Faculty Education Services to deliver a highly coordinated and prompt approach to issues that may impact the student experience

Represent the Student Support Team at Faculty and university activities, participating in and engaging with events, such as hub cover, placement site visits, welcome, enrolment, examinations and graduation

Take personal accountability for student casework, ensuring records are maintained and actions are completed in a timely manner, coordinating to ensure local versus central student support provision at KCL is joined up and meeting the student need, escalating any concerns as necessary

Contribute to the production of student support information; ensuring handbooks, policy and process documentation are updated and that accurate and comprehensive information is available in good time to students & other stakeholders and is accessible via KEATS

Ensure all work is carried out in a professional and timely manner, with appropriate confidentiality and sensitivity
- 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
- Excellent time management and organisational skills and the ability to work to tight deadlines and plan effectively across competing priorities
- Excellent written and verbal communication skills including the ability to draft correspondence and documents autonomously to a broad range of audiences
- Have a methodical but flexible approach to work, maintaining a high level of accuracy
- Ability to work under pressure to complete a range of competing priorities, requesting and utilising support as and when required
- Knowledge and understanding of the range of university support services, how they are structured and their core services and processes
- Ability to manage individual workload while working to deliver shared team service levels and objectives
- Experience of stakeholder management, abil