Senior Programmes Officer

Job description

King’s College London has an exciting opportunity for people interested in pursuing a career or taking their next step in Higher Education administration. We are looking to recruit a Senior Programmes Officer to join the Arts and Humanities Faculty to support the efficient running of our academic programmes.

The Senior Programmes Officer provides essential support to students, academics and other stakeholders. Working as a member of a programme administration team across King’s to ensure consistent management and delivery of taught provision through providing high quality administrative support. Taking responsibility for investigating and resolving complex queries and issues, supporting activities such as timetabling, students’ module registration, assessments and the production of handbooks, 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 also have opportunities to further develop your knowledge of relevant regulations and process, and be part of professional networks promoting best practice. As part of the King’s community, you’ll work alongside inspiring academic and professional services staff and students.

The role is responsible to a Programme Manager and is based across the Faculty at the Strand Campus.

This post will be offered on a part-time (40%FTE) indefinite contract.

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
- Supervise programme administration and co-ordinate processes relevant to the area of work, including assessments and module registration, 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 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.
- 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
- 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 written and oral communication skills including the ability to draft documents and correspondence autonomously to a broad range of audiences
- Strong numeracy skills and ability to analyse complex numerical data
- Excellent time management and organisational skills and the ability to work to tight deadlines
- Excellent working knowledge of Microsoft Word, Teams, Excel, PowerPoint and Outlook
- Data driven decision making approach, utilising appropriate information as required
- Experience of stakeholder management, ability to work with a broad range of stakeholders in a professional and assured manner
- 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
- Experience of managing and delivering a portfolio of taught provision, projects or events.
- Have a methodical but flexible approach to wor