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Form of workDepartment: Student Knowledge and Information, within Service Delivery.
Contract: Full-time, permanent position.
Salary: Grade 5, £36,523 - £41,299 per annum (including London Weighting Allowance)
Working Arrangements: Hybrid working role, minimum of 2 days per week on campus.
About the Role:
JSS Search is partnering with King’s College London to fill three key management positions within their Student Services Frontline team. This role offers an exciting opportunity to contribute to the university's transformation efforts aimed at enhancing the student experience. As a Student Enquiries Assistant Manager, you will lead the frontline team, ensuring efficient enquiry management and exceptional service delivery. You will play a vital role in coordinating resources effectively, fostering a culture of continuous improvement, and contributing to the ongoing development of systems, processes, and policies to optimise the student experience.
Responsibilities:
• Lead and oversee the frontline team, ensuring high performance and holistic support to enquiry handlers.
• Coordinate resources effectively to enhance student success and satisfaction, including staffing, training, and operational processes.
• Foster a culture of continuous improvement by identifying opportunities to streamline processes, enhance service delivery, and implement best practices.
• Collaborate with cross-functional teams to address complex Student Enquiries and escalations, ensuring timely and effective resolution.
• Monitor key performance indicators and metrics to evaluate team performance and identify areas for improvement.
• Develop and maintain strong relationships with internal stakeholders, including faculty members, department heads, and senior leadership, to ensure alignment with strategic objectives and priorities.
Candidate Profile:
The successful candidate will possess:
• Strong leadership and line management skills, with demonstrated experience in effectively leading and motivating teams to achieve objectives.
• Demonstrated career ambition and adaptability, with a track record of success in driving results and delivering high-quality service in a fast-paced environment.
• Frontline experience in a customer-facing role with a focus on enquiry management and service delivery.
• Proven ability to thrive under pressure and manage competing priorities effectively, with a high level of self-sufficiency and independence in workload management.
• Exceptional customer service acumen, with a strong commitment to diversity, equality, and inclusion, and the ability to build rapport and trust with a diverse student population.
• Proficiency in Microsoft Office suite, including Outlook and Excel, and familiarity with CRM software, preferably Microsoft Dynamics 365.
We welcome applicants from diverse backgrounds, inside or outside higher education, who possess transferable skills in frontline environments and customer service acumen.
How to Apply:
Please submit an updated CV and a supporting statement.
Please ensure that the supporting statement, limited to two sides of A4, addresses your motivations for applying and how your skills and experience align with the role's requirements.
Applications must be received by midnight on Thursday, April 18th 2024.
Panel interviews are scheduled for the week commencing April 29th 2024.
JSS Search Limited promotes equality of opportunity and diversity within the workplace, welcoming applications from all sections of the community.
