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King's Service Centre

Student Enquiries Team Lead

Posted on Nov. 27, 2024

Newquay, United Kingdom
0 - 0 USD (yearly)

Full Time

Description

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 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 the management of inbound enquiries and service requests, static and dynamic digital content, and outbound communications.

As a Senior member of the Newquay based Service Desk team, you will be responsible for ensuring the delivery of an efficient and high-quality team to support students and associates of King’s College London.

The Student Services Team Lead manages the day-to-day operations of the frontline team who are responsible for enquiry handling and managing the student’s life cycle from application to graduation. They will promote high performance, achieve defined service performance KPIs and provide holistic support to their direct reports while acting as a point of escalation for complex enquiries.

The Student Services Frontline team handles a wide array of enquiries from current students, alumni and third parties, received through online enquiry forms, over the phone and through webchat. 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 post holder will be responsible for the direct line management of a team of Service Desk staff, coaching and motivating them to deliver excellent customer service in a pressurised environment, and actively managing the team’s rota to ensure that staffing levels are maintained to meet agreed service level targets.

Working with the Service Desk Manager you will maintain 'quality management' within the Service Desk to ensure we meet and exceed customer expectations.

The applicant will require strong interpersonal, influencing, communication and report writing skills with the ability to interact appropriately with users of various skill levels, remaining calm and courteous while working to resolve challenging queries and dealing with customer escalations.

Experience in a management role is highly desirable, however, applicants with training and leadership experience will be considered.

The post holder must be willing to undertake training to provide First Aid and Fire Warden cover for the office.

Some travel may be required (predominantly between the Quintrell Downs office and College campuses in London).

The normal hours for this post are 8.5 per day, covering 07:00-19:00, Monday to Friday with some flexibility to cover weekends and Bank Holiday in our busy periods.

Skills, Knowledge and Expertise

Key skills and experience required

(E) – Essential

(D) – Desirable

Experience in a Team Lead / Manager role. (E)
Strong interpersonal, influencing, communication and report writing skills, interacts appropriately with users, remains calm and courteous, working to resolve enquiries and deal with customer escalations. (E)
Experience in rota management. (E)
Ability to show empathy in a professional environment. (E)
Experience delivering excellent customer service in a pressurised, high-volume environment, with the ability to lead a successful team. (E)
Experience and understanding of equality, diversity, and inclusion with the ability to apply this knowledge when making decisions for both you and your team. (E)
Strong experience in the management and development of people. (E)
Technical understanding of an enterprise / complex support environment. (D)
Ability to adapt and understand new technologies, and a drive to seek out emerging industry best practices. (E)
Strong reporting skills, with the ability to interpret data to ensure KPIs are met, and to contribute towards Continual Service Improvement. (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)
Methodical approach to problem solving and attention to detail, and a passion for continual service improvement. (E)
Understanding of the need for confidentiality with working knowledge of UK General Data Protection Regulations (GDPR). (E)
Proficient documentation skills; able to fully document operational requirements, proposed solutions, processes, and data flows effectively. (E)
Effective time management skills with the ability to work on multiple tasks simultaneously, requiring experience with prioritising tasks due to shifting priorities, fluctuating workloads, and deadline pressures. (E)
Sound knowledge of Microsoft Office suite including Outlook and Excel (E), understanding of customer relationship management (CRM) software and the ability to learn new systems quickly and competently (D).
(TIL Foundation (D) or prepared to achieve qualification. (E)
Full Driving License (D) or the ability to get to our Quintdown office in Newquay within 60 minutes (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
Residences Service Desk
NMES Service Desk
King's Online
IT third line 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.

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