Senior Student Enquiries Advisor
Department:
IT Services - Application Services Employment Type:
Permanent - Full Time Location:
Newquay, Cornwall, UK
Description
Overview of role The King's community is dedicated to serving society. King's Strategic Vision 2029 outlines our future vision, focused on five priority areas: educating to inspire and improve; researching to inform and innovate; serving to shape and transform; being a civic university at the heart of London; and fostering an international community that serves the world. Our ambitious Education Strategy details the actions needed to transform our teaching methods, enhance student learning experiences, and support students throughout their time with us.
Student Services brings together colleagues who are focused 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 the management of inbound enquiries and service requests, static and dynamic digital content, and outbound communications.
As a member of our Newquay-based Service Desk team, you will be part of a team that manages the student’s lifecycle from application to graduation. As an escalation point, you will be expected to gain and share knowledge amongst a large team, whilst being available to assist advisors as and when demand dictates.
Supported by a comprehensive knowledge bank (Student Services Online), you will provide world-class 1st line support to various enquiries from current students, alumni, and third parties, received through online forms, phone calls, and web chat. Your goal is to deliver exceptional customer satisfaction, personalised service, and meet defined service performance KPIs.
This is an exciting opportunity for candidates looking to gain experience in a student support environment, who wish to utilise their skills and expertise in customer service.
Some travel may be required for meetings and training, (predominately between Quintrell Downs and university campuses in London).
This is a full-time 40 hour per week post. The hours are 8.5 per day, covering 07:00-21:30, on a 5-in-7 basis. The post holder may also be required to work a Night-Shift (21:00-07:30) in an emergency. The post-holder will need to be flexible to accommodate unexpected staffing issues.
Key Skills & Experience Required
(E) – Essential (D) – Desirable Experience in a Service Desk environment (E) at a Senior level (D) Experience in line management either in a Service Desk or customer service-oriented environment (E) Strong interpersonal, communication and document writing skills, interacting appropriately with users of various technical skill levels, remaining calm and courteous at all times (E) Understanding of an enterprise / complex support environment (E) Ability to adapt quickly to changing technologies and processes (E) Strong information finding/diagnostic/trouble-shooting skills (E) Experience in handling enquiries within a customer-focused enquiry, information and guidance service with the ability to interpret, analyse, diagnose, prioritise and problem-solve a range of enquiries. (E) Proven IT skills, including the ability to use a wide range of Microsoft 365 and/or Customer Relationship Management (CRM) systems (or similar) with the enthusiasm to learn new systems. (D) Effective time management skills with the ability to work on multiple tasks simultaneously, prioritising tasks according to fluctuating workloads and deadline pressures (E) Ability to take responsibility for own decision making while knowing when and how to escalate or signpost sensitive enquiries. (E) Ability to work under pressure and remain calm and resilient in a fast-paced, customer-focused environment, whilst making an active contribution to achieving team goals. (E) Ability to work with others as an effective team and share knowledge in support of excellent customer service to students. (E) Ability to support and reassure students who are in distress or feeling under pressure with empathy and compassion. (E) Ability to take responsibility for your own learning and development, ensuring any specific training needed for your role is undertaken. (E) Understanding of the need for confidentiality with working knowledge of UK General Data Protection Regulations (GDPR). (E) Knowledge of Microsoft Dynamics 365 customer relationship management (CRM) software. (D) ITIL Foundation v4 (D) ITIL Intermediate Level (D) Please note: Interviews will be held in January 2025.
Employee Benefits
Hybrid Working - Minimum of 5 days per month in the office 10% Performance related bonus 30 Days holiday and maximum of 8 public holidays (pro-rata) Sick pay 4 Discretionary Christmas Closure Days Contributory pension scheme Life Assurance cover Service time - 3 Volunteer days per year Free onsite parking & Bike racks Annual leave purchase scheme - up to a maximum of 10 days (subject to national minimum wage requirements) Student Discount (access to Totum, Unidays & Student Beans) CycleScheme TechScheme Opportunities for formal training and professional certification Free access to Linkedin Learning Free access to Future Learn short courses Potential for internal promotion and advancement
Equality, diversity & inclusion
We are an inclusive and welcoming employer that encourages a wide range of applicants. We embrace diversity and want everyone to be able to bring their whole selves to work and succeed. This is in line with King's College London (KCL).
#J-18808-Ljbffr
Department:
IT Services - Application Services Employment Type:
Permanent - Full Time Location:
Newquay, Cornwall, UK
Description
Overview of role The King's community is dedicated to serving society. King's Strategic Vision 2029 outlines our future vision, focused on five priority areas: educating to inspire and improve; researching to inform and innovate; serving to shape and transform; being a civic university at the heart of London; and fostering an international community that serves the world. Our ambitious Education Strategy details the actions needed to transform our teaching methods, enhance student learning experiences, and support students throughout their time with us.
Student Services brings together colleagues who are focused 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 the management of inbound enquiries and service requests, static and dynamic digital content, and outbound communications.
As a member of our Newquay-based Service Desk team, you will be part of a team that manages the student’s lifecycle from application to graduation. As an escalation point, you will be expected to gain and share knowledge amongst a large team, whilst being available to assist advisors as and when demand dictates.
Supported by a comprehensive knowledge bank (Student Services Online), you will provide world-class 1st line support to various enquiries from current students, alumni, and third parties, received through online forms, phone calls, and web chat. Your goal is to deliver exceptional customer satisfaction, personalised service, and meet defined service performance KPIs.
This is an exciting opportunity for candidates looking to gain experience in a student support environment, who wish to utilise their skills and expertise in customer service.
Some travel may be required for meetings and training, (predominately between Quintrell Downs and university campuses in London).
This is a full-time 40 hour per week post. The hours are 8.5 per day, covering 07:00-21:30, on a 5-in-7 basis. The post holder may also be required to work a Night-Shift (21:00-07:30) in an emergency. The post-holder will need to be flexible to accommodate unexpected staffing issues.
Key Skills & Experience Required
(E) – Essential (D) – Desirable Experience in a Service Desk environment (E) at a Senior level (D) Experience in line management either in a Service Desk or customer service-oriented environment (E) Strong interpersonal, communication and document writing skills, interacting appropriately with users of various technical skill levels, remaining calm and courteous at all times (E) Understanding of an enterprise / complex support environment (E) Ability to adapt quickly to changing technologies and processes (E) Strong information finding/diagnostic/trouble-shooting skills (E) Experience in handling enquiries within a customer-focused enquiry, information and guidance service with the ability to interpret, analyse, diagnose, prioritise and problem-solve a range of enquiries. (E) Proven IT skills, including the ability to use a wide range of Microsoft 365 and/or Customer Relationship Management (CRM) systems (or similar) with the enthusiasm to learn new systems. (D) Effective time management skills with the ability to work on multiple tasks simultaneously, prioritising tasks according to fluctuating workloads and deadline pressures (E) Ability to take responsibility for own decision making while knowing when and how to escalate or signpost sensitive enquiries. (E) Ability to work under pressure and remain calm and resilient in a fast-paced, customer-focused environment, whilst making an active contribution to achieving team goals. (E) Ability to work with others as an effective team and share knowledge in support of excellent customer service to students. (E) Ability to support and reassure students who are in distress or feeling under pressure with empathy and compassion. (E) Ability to take responsibility for your own learning and development, ensuring any specific training needed for your role is undertaken. (E) Understanding of the need for confidentiality with working knowledge of UK General Data Protection Regulations (GDPR). (E) Knowledge of Microsoft Dynamics 365 customer relationship management (CRM) software. (D) ITIL Foundation v4 (D) ITIL Intermediate Level (D) Please note: Interviews will be held in January 2025.
Employee Benefits
Hybrid Working - Minimum of 5 days per month in the office 10% Performance related bonus 30 Days holiday and maximum of 8 public holidays (pro-rata) Sick pay 4 Discretionary Christmas Closure Days Contributory pension scheme Life Assurance cover Service time - 3 Volunteer days per year Free onsite parking & Bike racks Annual leave purchase scheme - up to a maximum of 10 days (subject to national minimum wage requirements) Student Discount (access to Totum, Unidays & Student Beans) CycleScheme TechScheme Opportunities for formal training and professional certification Free access to Linkedin Learning Free access to Future Learn short courses Potential for internal promotion and advancement
Equality, diversity & inclusion
We are an inclusive and welcoming employer that encourages a wide range of applicants. We embrace diversity and want everyone to be able to bring their whole selves to work and succeed. This is in line with King's College London (KCL).
#J-18808-Ljbffr
