Student Enquiries Assistant Manager

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 Knowledge & Information is part of the Students & Education Directorate, a collection of wide-ranging professional services in place to support King’s students and their education. As a directorate we manage the student lifecycle from application to graduation, to ensure a coherent and seamless student experience and effective administrative processes, working closely with King’s faculties to do so.

 

Student Enquiries Assistant Managers support the day-to-day operations of the Student Services Frontline team and manage a group of enquiry handlers. They promote high performance and provide holistic support to their direct reports while acting as a point of escalation for complex enquiries.

 

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 gain experience in improvements to student success, and who wish to utilise their skills and expertise in customer services. This is an opportunity to grow your skills in both line management and resource management.

 

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, but we welcome applications from candidates seeking a flexible work pattern within our necessary student-facing service operating hours of 9am – 5pm.

This is currently a hybrid working role with both work from home and on campus. When on campus, our department operates across all four London campuses: Strand, Guy’s, Waterloo and Denmark Hill.

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