Head of Student Enquiry Management

Location: Strand Campus

Contact details: Wes Durdle (Associate Director, Student Knowledge & Information), wes.durdle@kcl.ac.uk

Job Description

About the Role

The Head of Student Enquiry Management will lead a team, and be a subject matter expert, in the key operational service area of student enquiries, ensuring the senior team, and wider Directorate, are fully supported with effective processes and systems across a wide range of business and operational workstreams.
Heads of Service have operational responsibility for a defined portfolio of education and student professional services, as:

• A departmental lead within the Students and Education Directorate; or
• Project/programme/departmental lead within an academic faculty; or
• The lead of defined divisional-wide initiatives
• Heads of/Senior Managers work within and across teams and functions, engaging with a wide range of colleagues across King’s. They contribute and lead on activities which positively impact the student experience. This includes ensuring:
• Close working with their Associate Director, and across organisational boundaries, to identify and action opportunities to improve efficiency and consistency of service (or project) delivery
• Efficient resource utilisation and organisation of work resources within their department (or project)
• Proactive engagement with service users and stakeholders to facilitate mutually effective working relationships
• Their department (or project) embeds a culture of service, transparency and continuous improvement

Heads of /Senior Managers will have an understanding of the priorities, cultures and pressures of a research-led university and of academic processes and the structure of the academic year.

The Head of Student Enquiry Management leads the Student Services Frontline team’s day-to-day operations and is responsible for ensuring continued successful delivery of business-as-usual enquiry management and meeting our defined service level agreements (SLAs).
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.
This is an exciting opportunity for candidates looking to drive excellent customer service in a challenging and complex environment, and who wish to utilise their skills and expertise in leading and motivating a diverse team. This is an opportunity to grow your skills in digital enquiry management through customer relationship management (CRM) software within a major higher education organisation.

We encourage applications from candidates who have experience from both within and outside of the Higher Education sector where they can demonstrate the skills needed to succeed in this role.

This post will be offered on an indefinite contract.

This is a full-time post. Our necessary student-facing service operating hours are 9am – 5pm.

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