Student Enquiries Officer

Campus / Location: Strand, Guys and Denmark Hill

About the role:

Student Enquiries Officers handle enquiries from students, alumni and third parties via various enquiry channels including in person, online and by phone. They are responsible for providing excellent customer service and handling often complex enquiries using our Customer Relationship Management software (CRM), Microsoft Dynamics. Supported by a comprehensive knowledge bank (Student Services Online), the team work collaboratively with colleagues from across the university to provide an excellent student experience.

Key responsibilities include:

• Provide in-depth written and verbal information and guidance relating to multiple support services and administrative processes across the university to a diverse and multinational range of enquirers.
• Use research skills and knowledge resources to provide positive and timely resolutions to enquiries in a case management system (Microsoft Dynamics) ensuring accurate records and effective notes are kept, escalating complex cases and flagging trends to managers as required while sharing knowledge across the team.
• Liaise and collaborate with other teams within the Students & Education Directorate and elsewhere at King’s as needed to resolve enquiries.
• Adhere to processes, policies and legislation, including those relating to data protection, equality and inclusion, referring to specialists and other departments when necessary.
• Manage and prioritise daily workload, working to meet the team’s agreed Service Level Agreements and Key Performance Indicators and flexibly across our locations and settings, including face-to-face, phone, Microsoft Dynamics and webchat.
• Remain supportive, empathetic and positive when dealing confidently with challenging situations that arise in a busy frontline service, maintaining effective and appropriate boundaries in all work.

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.

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 is a full time (35 hours per week), and you will be offered an indefinite contract.

Closing date: 08 July 2024

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