Job id: 106886. Salary: £44,105 - £51,485 per annum, including London Weighting Allowance.
Posted: 06 February 2025. Closing date: 27 February 2025.
Business unit: Students & Education. Department: Student Process Improvement & Support.
Contact details: Chris Cooper. Chris.Cooper@kcl.ac.uk
Location: Guy’s Campus. Category: Professional & Support Services.
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 Lifecycle Support team works to help programme administrators across all parts of King’s, through enquiry management, training and support, working with colleagues to devise and deliver service improvements and support core activities across some of our central functions.
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
The Business Process Support Manager (Knowledge & Enquiries) will oversee the consistent delivery and expansion of the enquiry management service. You will maintain oversight of the day to day running of the service, empowering Senior Officers to manage and assign workloads for the team, and ensuring enquiries devolved to other teams are managed within agreed timeframes. Your data analysis skills will enable you to provide regular assessment of key challenges, and service and process improvement opportunities. You will lead on customer feedback, working with colleagues in Faculty, Student Operations and Service Delivery to provides updates to service leads including delivery against service level standards.
This is an exciting opportunity for candidates looking to expand their knowledge of service management who wish to contribute to a functioning self-service ecosystem. You will have experience of and skills in customer service, issue resolution and service planning, and an interest in process review. This is an opportunity to develop skills in stakeholder management in a large and varied institution and gain knowledge and experience of change management.
Please note, this is not a student facing role; the role supports programme administration teams across the university.
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, and you will be offered an indefinite contract.
About You
To be successful in this role, we are looking for candidates to have the following skills and experience:

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 leading or supervising a team in a customer service setting, issue resolution, supervising programme administration teams or data analysis. Relevant educational experiences might include higher education in a related discipline, professional qualifications or other training.
• Excellent interpersonal skills, and the ability to work with a broad range of stakeholders in a professional and assured manner – to understand their needs and facilitate discussion.
• The ability to extract, analyse and present complex numerical data to a range of audiences, for the purposes of day-to-day service management and to support stakeholder engagement and service development.
• Experience of using the Microsoft Office suite including TEAMS, SharePoint and Excel, experience of using databases and ability to learn new systems quickly and competently.
• Experience of addressing complaints and service setbacks in a professional and efficient manner.
• Excellent interpersonal skills, with the ability to communicate and distribute information clearly. Contribute to team discussions with confidence but give others space to speak.
• Sound knowledge of the sensitive nature of personal data, and the importance of compliance with Data Protection Legislation (by both yourself, and your team).
• Take responsibility for your own learning and development, ensuring any specific training needed for your role is undertaken.

Desirable criteria

• ITIL (Information Technology Infrastructure Library) qualification would be beneficial in this role.
• Experience of leading a team of staff, experience of managing change, setting standards and developing high performing teams with a development focused and proactive style would be beneficial in this role.
• Knowledge of the student lifecycle and related university programme administration processes would be beneficial role.

Full details of the role and the skills and experience required can be found in the attached job description which is provided on the next page.
Further information
We pride ourselves on being inclusive and welcoming. We embrace diversity and want everyone to feel that they belong and are connected to others in our community.
We are committed to working with our staff and unions on these and other issues, to continue to support our people and to develop a diverse and inclusive culture at King’s.
We ask all candidates to submit a copy of their CV, and a supporting statement, detailing how they meet the essential criteria listed in the advert. If we receive a strong field of candidates, we may use the desirable criteria to choose our final shortlist, so please include your evidence against these where possible.
To find out how our managers review your application, please take a look at our ‘How we Recruit’ pages.
This role does not meet the requirements of the Home Office and therefore we are / are not able to offer sponsorship for candidates who require the right to work in the UK

Please refer the Job description for details