Job Description

Description

Overview of role

At King's College London we welcome applications from students from all over the world and our purpose is to provide an efficient service that provides an outstanding applicant experience from beginning to end. The service we provide makes a significant impact to thousands of applicants' lives every year and because of this our aim is to make that service as fair, inclusive and accessible as possible. We are central to developing a global and diverse student community and are proud to be a pivotal part of a student's journey at King's, often being the first point of interaction for applicants.



The team will be responsible for responding to applicant queries received via the admissions portal, admissions phoneline, and the admissions email account and be proactive in finding information for applicants, ensuring information is correct and comprehensive.



This post holder will be responsible for the direct line management of a team of Service Desk staff, coaching and motivating them to deliver World class service in a pressurised environment. Actively managing the team's rota to ensure that staffing levels are maintained to meet agreed service level targets is a vital requirement of the role. The role will promote high level performance and provide holistic support to their direct reports while acting as a point of escalation for complex enquiries.



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 additional 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 07:00-19:00 Monday to Friday and occasional Bank Holidays. 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) or customer service role (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) Full Driving Licence or the ability to get to the Quintdown office within 60 minutes, using public transport or other means (E).

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).

About King's Service Centre

King's Service Centre is home to an innovative and forward thinking service team supporting the services of King's College London University.

We've brought highly skilled career opportunities to Cornwall since 2015, through recruiting locally, investing in staff training and development, and Apprenticeships.
King's Service Centre provides first-line support to the 50,000 strong King's College London community of students, academics, researchers and professional staff - 24 hours a day, 7 days a week, 365 days a year.

Support provided includes;Estates & Facilities Service Desk IT Service Desk HR & Payroll Service Desk Residences Service Desk Student Service's Service Desk IT Technical support Business Operations
The roles available at King's Service Centre are varied, from Service Desk Analyst and Business Administrator, to Network Engineer or Project Manager.



For all our roles we are open to discussing the possibility of part time work, reduced hours, hybrid working and flexible start and finish times. Unfortunately, we cannot promise to agree to your original request, but we do promise not to judge you for asking and to consider the possibility.