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- Tasks: Support students with enquiries and provide exceptional customer service.
- Company: Join King's Service Centre, a hub for student support and engagement.
- Benefits: Enjoy hybrid working, 30 days holiday, and a performance bonus.
- Why this job: Gain valuable experience in a dynamic student support environment while making a real impact.
- Qualifications: Experience in customer service and strong communication skills are essential.
- Other info: Opportunities for training, internal promotion, and a diverse workplace culture.
The predicted salary is between 30000 - 42000 £ per year.
Due to expansion of a new team we have the exciting opportunity to announce that we are hiring for a Senior Student Enquiries Advisor. Student Services brings together colleagues who are focussed on helping students to get the information they need quickly and easily and also to engage with their programme and university life more broadly, through the management of inbound enquiries and service requests, static and dynamic digital content, and outbound communications.
Supported by a comprehensive knowledge bank (Student Services Online), you will provide world-class 1st line support to various enquiries from current students, alumni, and third parties, received through online forms, phone calls, and web chat. Your goal is to deliver exceptional customer satisfaction, personalised service, and meet defined service performance KPIs.
As a member of our Newquay-based Service Desk team, you will be part of a team that manages the student’s lifecycle from application to graduation. As an escalation point, you will be expected to gain and share knowledge amongst a large team, whilst being available to assist advisors as and when demand dictates.
As a Senior in addition to the expected, good inter-personal and troubleshooting, communication and customer care skills. This role will also require the ability and confidence to take ownership of situations, being prepared to act as a point of escalation and on occasion to deputise for the Student Enquiries Team Lead.
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 travel may be required for meetings and training, (predominately between Quintrell Downs and university campuses in London). This is contractually an office-based role but a hybrid arrangement is in operation at leadership discretion.
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.
Key Skills & Experience Required
- Experience in a Service Desk environment at a Senior level
- Experience in line management either in a Service Desk or customer service-orientated environment
- Strong interpersonal, communication and document writing skills, interacting appropriately with users of various technical skill levels, remaining calm and courteous at all times
- Understanding of an enterprise / complex support environment
- Ability to adapt quickly to changing technologies and processes
- Strong information finding/diagnostic/trouble-shooting skills
- Experience in handling enquiries within a customer-focused enquiry, information and guidance service with the ability to interpret, analyse, diagnose, prioritise and problem-solve a range of enquiries.
- Proven IT skills, including the ability to use a wide range of Microsoft 365 and/or Customer Relationship Management (CRM) systems (or similar) with the enthusiasm to learn new systems.
- Effective time management skills with the ability to work on multiple tasks simultaneously, prioritising tasks according to fluctuating workloads and deadline pressures
- Ability to take responsibility for own decision making while knowing when and how to escalate or signpost sensitive enquiries.
- Ability to work under pressure and remain calm and resilient in a fast-paced, customer-focused environment, whilst making an active contribution to achieving team goals.
- Ability to work with others as an effective team and share knowledge in support of excellent customer service to students.
- Ability to support and reassure students who are in distress or feeling under pressure with empathy and compassion.
- Ability to take responsibility for your own learning and development, ensuring any specific training needed for your role is undertaken.
- Understanding of the need for confidentiality with working knowledge of UK General Data Protection Regulations (GDPR).
- Knowledge of Microsoft Dynamics 365 customer relationship management (CRM) software.
- ITIL Foundation v4
- ITIL Intermediate Level
- Full Driving Licence or the ability to get to the Quintdown office within 60 minutes, using public transport or other means.
Employee Benefits
- Hybrid Working - Minimum of 5 days per month in the office
- 10% Performance related bonus
- 30 Days holiday and maximum of 8 public holidays (pro-rata)
- Sick pay
- 4 Discretionary Christmas Closure Days
- Contributory pension scheme
- Life Assurance cover
- Service time - 3 Volunteer days per year
- Free onsite parking & Bike racks
- Annual leave purchase scheme - up to a maximum of 10 days (subject to national minimum wage requirements)
- Student Discount (access to Totum, Unidays & Student Beans)
- CycleScheme
- TechScheme
- Opportunities for formal training and professional certification
- Free access to Linkedin Learning
- Free access to Future Learn short courses
- Potential for internal promotion and advancement
Equality, diversity & inclusion
We are an inclusive and welcoming employer that encourages a wide range of applicants. We embrace diversity and want everyone to be able to bring their whole selves to work and succeed.
Senior Student Enquiries Advisor employer: King's Service Centre
Contact Detail:
King's Service Centre Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Student Enquiries Advisor
✨Tip Number 1
Familiarise yourself with the specific tools and systems mentioned in the job description, such as Microsoft Dynamics 365 and ITIL practices. Having a solid understanding of these will not only boost your confidence but also demonstrate your commitment to the role.
✨Tip Number 2
Showcase your customer service experience by preparing examples of how you've handled challenging situations in the past. This will help you illustrate your problem-solving skills and ability to remain calm under pressure, which are crucial for this position.
✨Tip Number 3
Network with current or former employees of King's Service Centre if possible. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during interviews.
✨Tip Number 4
Prepare to discuss your approach to team collaboration and knowledge sharing. As a Senior Student Enquiries Advisor, you'll need to demonstrate your ability to work effectively within a team and support your colleagues, so think of specific examples to share.
We think you need these skills to ace Senior Student Enquiries Advisor
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and required skills for the Senior Student Enquiries Advisor position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your relevant experience, particularly in customer service and support roles. Use bullet points to make it easy to read and focus on achievements that demonstrate your problem-solving and communication skills.
Write a Strong Cover Letter: Your cover letter should complement your CV by providing specific examples of how you meet the job criteria. Emphasise your interpersonal skills and ability to handle enquiries effectively, as well as your enthusiasm for supporting students.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at King's Service Centre
✨Showcase Your Customer Service Skills
As a Senior Student Enquiries Advisor, you'll need to demonstrate exceptional customer service skills. Prepare examples from your past experiences where you successfully handled difficult situations or provided outstanding support to students or clients.
✨Familiarise Yourself with ITIL Principles
Understanding ITIL principles is crucial for this role. Brush up on your knowledge of ITIL Foundation v4 and Intermediate Level concepts, as they may come up during the interview. Be ready to discuss how these principles can enhance service delivery in a student support environment.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving and decision-making abilities. Think about how you would handle various student enquiries, especially those that require empathy and quick thinking. Practising these scenarios can help you articulate your thought process clearly.
✨Demonstrate Team Collaboration
This role requires effective teamwork and knowledge sharing. Be prepared to discuss how you've collaborated with colleagues in previous roles, particularly in high-pressure environments. Highlight any experiences where you took the lead or supported others in achieving team goals.
