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.