Address
Form of work
SalaryJob id: 086326. Salary: £43,205 - £50,585 per annum, including London Weighting Allowance.
Posted: 14 March 2024. Closing date: 11 April 2024.
Business unit: Students & Education. Department: Student Services Frontline.
Contact details: Eithne Woodcock. Eithne.m.woodcock@kcl.ac.uk
Location: Strand Campus. Category: Professional & Support Services.
Back to job search
About Us
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 (SKI) department brings together colleagues who are focussed on assisting students and alumni in getting the information they need quickly and easily, so helping them engage with their programme and university life more broadly. The Process Improvement and Transformation team form part of Student Services Frontline, which is King’s central team for enquiry management. Supported by a comprehensive knowledge bank (Student Services Online), the Frontline 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.
We are 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 and beyond, to ensure a coherent and seamless student experience and effective administrative processes, working closely with King’s faculties to do so.
About the Role
We are looking for a passionate candidate who can support process and service improvements within our Frontline enquiries team, ensuring we are delivering an inclusive service to our diverse student population. Drawing on methodologies from Process Improvement, continuous improvement, and user experience data and feedback, you will help us deliver a high-quality enquiry management service.
As a Process Improvement and Transformation Manager you will facilitate, influence, and strategically manage stakeholder relationships, ensuring teams work collaboratively to achieve solutions and common goals. You will analyse different sources of business data and working practices to identify root problems, working closely with the Head of Process Improvement and Transformation to deliver on projects adopting a Lean Six Sigma approach.
This an exciting opportunity for candidates looking to focus on the intersection between people, culture, processes and technology in a challenging and complex environment, and who wish to utilise their skills and expertise in service improvements within a major higher education organisation.
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. We welcome applications from candidates seeking a flexible work pattern within our core operating hours of 10am – 4pm.
Key responsibilities
Lead on process and continuous improvements, facilitating work with key stakeholders to identify suitable solutions and best practices while providing methodology advice and expertise.
Support work to identify and define requirements from students and relevant staff through quantitative metrics and qualitative feedback. Feed these requirements into improvement project proposals and support planning.
Produce accurate and comprehensive Process Improvement documentation and ensure that current progress is monitored, managed, and reported, applying the Lean Six Sigma framework.
Help deliver implementation of the student enquiry management strategy in defined annual plans.
Promote innovation in student customer service and leverage new technologies and new approaches to ways of working to better meet students’ needs.
Work closely and build effective relationships with colleagues across the university (especially teams elsewhere within the Students & Education Directorate), collaborating with them to help ensure consistency of standards and a ‘One King’s’ approach to student customer service.
The above list of responsibilities may not be exhaustive, and the post holder will be required to undertake such tasks and responsibilities as may reasonably be expected within the scope and grading of the post.
Skills, knowledge, and experience
Please clearly address how you meet the essential criteria in your application, and where possible how you meet the desirable criteria as well.
Essential criteria
- Relevant work experience and/or education: We think a wide range of different work and educational experiences could support you to be successful in this role. Relevant work experience might include work in enquiry management in higher education, or supporting customer service improvements in large and complex organisations. Relevant educational experiences might include higher education in a related discipline, professional qualifications or other training.
- A proven track record of delivering process or service improvements.
- Experience of collaborating well with a diverse range of stakeholders influencing without authority and building strong working relationships.
- Ability to identify areas for development, propose and implement solutions, in co-ordination with others.
- Experience or desire to contribute to and help shape a community of practice in service delivery.
- Ability to work with others to deliver organisational strategic objectives and overcome challenges.
- Ability to analyse, interpret and report on complex quantitative and qualitative data, with strong presentation skills.
- Excellent communicator with strong written/verbal skills and attention to detail, capable of synthesising complex information in a way that is accessible for a variety of audiences.
- Ability to engage in collaborative working across King’s professional services, Faculties, and academic and student communities, with a meaningful and visible commitment to Diversity & Inclusion policies and practices.
Desirable criteria
- Experience in contributing to an organisation’s efforts to achieve the Customer Service Excellence standard or a similar accreditation.
- Understanding of effective change management and Process Improvement methodologies and relevant qualifications.
Further Information
Your application should clearly set out how you meet the essential criteria as this is how we shortlist applications. Learn more about how we recruit, including tips on writing your application and supporting statement on our website: https://jobs.kcl.ac.uk/gb/en/applying
Interviews will be held using Microsoft Teams and will consist of competency-based questions linked closely to the essential and desirable criteria mentioned here.
Although we have made improvements over the last number of years, our team is still under-represented in terms of staff from global majority ethnicities, LGBTQ+ identities, and from people with disabilities. We encourage applications from all backgrounds, communities and industries, and are committed to employing a team that has diverse skills, experiences and abilities.
