Student Success Team Leader

About us 

Our mission is to provide transformative, high-quality digital education, so students can learn, wherever they are.

We collaborate with academics and professional services staff across the university, and with our external partners, to design, develop and deliver a wide range of educational programmes. 

Our learners study with us from across the world, choosing when and where they study, working around their schedules.

We are a dynamic team with ambitious growth targets in a priority area of development for King’s: online distance education. We proudly foster a supportive culture and community which prioritises both individual and collective wellbeing.

Employee support at King’s includes flexible working arrangements, paid maternity/shared parental leave, menopausal support, an active wellbeing programme, training and development opportunities and much more. All of our staff benefit from a generous pension contribution as well.

As part of King’s hybrid working, all team members can work remotely for part of the week if they wish.

Join us as we open futures and unlock potential

About the role 

The Student Success Team Leader joins the team at an exciting time; the 2025/26 academic year sees the Student Success team grow as we launch four new online master’s degrees and welcome higher numbers of students. This newest Team Leader appointment will join our existing two Team Leaders, providing line management to student-facing Advisors.

Each Team Leader is responsible for ensuring the Advisors deliver exceptional coaching, advice and support to online distance learners, with the goal of student satisfaction and success. This busy and rewarding role relies upon great leadership skills as well as using technology to draw data from systems and oversee service operations. Tasks can include organising the team rota (the service runs from Monday to Sunday, 7am to 7pm, only closed on UK public holidays), carrying out call reviews with Advisors, chairing Team Meetings and problem-solving more complex student queries.

Team Leaders work collaboratively within and beyond the team, which requires good relationship building skills and a deep understanding of the needs and expectations of online distance learners, who live and study across over 150 countries worldwide.

Being open minded and comfortable with change is an important attribute of a successful team leader; the role will evolve as King’s launches a greater number of online programmes and welcomes a greater volume of students each year. That said, the team are supportive of each other and wellbeing, including a good work-life balance, is important to us.

This is a full-time post (35 hours per week, worked Monday to Friday with occasional weekends), and you will be offered an indefinite contract.

About you

To be successful in this role, we are looking for candidates to have the following skills and experience:

Essential criteria

• Experience of leading teams in a busy customer-facing environment.
• Demonstrable experience of delivering exceptional user, customer or student experience and outcomes
• Experience of using a coaching approach in delivering support or people management
• Experience of using digital systems and adopting technological enhancements and innovation
• Knowledge of the global online education market and distance learner experience
• Ability to build and maintain effective professional relationships with stakeholders at a variety of organisational levels, demonstrating tact and diplomacy as well as an ability to deal with conflict

Desirable criteria

• Qualification in people management / leadership or related subject
• Experience working directly with online distance learners

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