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For Companies At a Glance
- Tasks: Support online learners with personalised guidance and build a sense of community.
- Company: Join King's College London, a leader in online education with a bold vision for the future.
- Benefits: Enjoy a competitive salary, inclusive culture, and opportunities for professional growth.
- Why this job: Make a real impact on students' lives while working in a dynamic and supportive environment.
- Qualifications: Customer service experience and strong communication skills are essential; knowledge of online learning is a plus.
- Other info: Flexible shift patterns and a chance to shape a new support unit for thousands of students.
The predicted salary is between 29000 - 32000 £ per year.
About Us
Vision 2029, the overarching strategy of King’s, articulates a bold ambition for the institution to be a leader in online education by the end of the decade. To achieve this objective, King’s Digital has been formed – a new professional service of the university that provides centralised support to and oversight of online learning activity across King’s. The department has three divisions: content production; operations; and student support.
The student support function is a brand-new unit responsible for providing a dedicated, non-academic service to all online learners at King’s. This is an exciting time to join a rapidly growing and ambitious team, and a unique opportunity to help shape a facility that will support thousands of students around the world enrolled across an expanding portfolio of innovative, in demand online programmes.
About The Role
As a Student Support Advisor at King’s College London, your mission is to champion an exceptional front-line service for online distance learners. You know what it takes to study online, at distance, and the skills and support students need to thrive.
Driven by a passion for providing an extraordinary experience, Advisors are committed to differentiated support that exceeds all expectations. From arrival to proud graduation, the Advisor will personalise support by building strong relationships with their caseload of students. This includes being a one-to-one, first point of contact for students who might be struggling or in need of extra support, which in turn enables them to stay on track and succeed. The role also includes arranging fun, engaging events which build a sense of belonging and community.
The team liaises closely with other departments and faculties to fully support students and ensure their connection with King’s College is wholly positive and one that lasts a lifetime. The Student Support Advisor role is responsible to a Student Support Team Leader.
All postholders must be willing to work a ‘5 over 7’ shift pattern working 35 hours per week on rotation between the hours of 7am and 7pm. This is one full time permanent position available and also one Maternity cover position available on a fixed term contract from Aug 2025-July 2026 (please note this could be earlier dependent upon if the substantive postholder returns earlier). Please stipulate in your cover letter which post you prefer.
Previous applicants need not apply.
About You
We’re looking for candidates with:
- Essential Criteria
- A customer service qualification and/or relevant skills and experience acquired during relevant work experience
- Strong working knowledge of MS tools such as Outlook, Excel, Word
- Knowledge of the likely needs of online distance learners (studying at master’s level)
- An ability to respond to questions and enquiries where the answer may not be immediately clear, including complaints and compliments
- Excellent communication and relationship-building skills
- Drive and organisation skills, with the ability to handle both proactive and reactive workloads
- High attention-to-detail, including accurate maintenance of CRM and record keeping
- An ability to work both autonomously and collaboratively as a team
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.
Interviews will be in-person at the Waterloo Campus on the 25th June.
We are not able to offer sponsorship for candidates who do not currently possess the right to work in the UK.
Grade and Salary: £34,179 - £37,546 per annum including London Weighting Allowance.
Job ID: 116445
Close Date: 15-Jun-2025
Contact Person: Grace Smith
Contact Details: grace.2.smith@kcl.ac.uk
Student Support Advisor employer: King's College London
Contact Detail:
King's College London Recruiting Team
grace.2.smith@kcl.ac.uk
StudySmarter Expert Advice 🤫
We think this is how you could land Student Support Advisor
✨Tip Number 1
Familiarise yourself with the specific needs of online distance learners. Understanding their challenges and how to support them will help you stand out during interviews, as you'll be able to demonstrate your empathy and knowledge.
✨Tip Number 2
Network with current or former Student Support Advisors at King’s College London. They can provide valuable insights into the role and the team culture, which can help you tailor your approach when discussing your fit for the position.
✨Tip Number 3
Prepare to discuss specific examples of how you've provided exceptional customer service in previous roles. Highlighting your experience in building relationships and resolving issues will show that you're ready to excel in this supportive role.
✨Tip Number 4
Research King’s College London’s Vision 2029 strategy. Being knowledgeable about the university's goals and how the Student Support Advisor role contributes to these objectives will demonstrate your genuine interest in the position and the institution.
We think you need these skills to ace Student Support Advisor
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and expectations of a Student Support Advisor. Tailor your application to highlight how your skills and experiences align with these requirements.
Craft a Compelling Supporting Statement: In your supporting statement, clearly demonstrate how you meet the essential criteria listed in the job advert. Use specific examples from your past experiences to illustrate your customer service skills and knowledge of online learning needs.
Highlight Relevant Experience: Make sure to emphasise any relevant qualifications or experiences that showcase your ability to support online distance learners. Mention your familiarity with MS tools and your communication skills, as these are crucial for the role.
Proofread Your Application: Before submitting, carefully proofread your CV and supporting statement for any spelling or grammatical errors. A polished application reflects your attention to detail, which is vital for the Student Support Advisor position.
How to prepare for a job interview at King's College London
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Student Support Advisor. Familiarise yourself with the needs of online distance learners and think about how your experience aligns with providing exceptional support.
✨Showcase Your Communication Skills
As this role requires excellent communication and relationship-building skills, prepare examples from your past experiences where you've successfully communicated with students or clients, especially in challenging situations.
✨Demonstrate Your Organisational Skills
Be ready to discuss how you manage your workload effectively. Highlight any tools or methods you use to stay organised, especially when handling both proactive and reactive tasks.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities. Think of scenarios where you had to respond to complaints or provide support to someone in need, and be prepared to explain your thought process and actions.
