At a Glance
- Tasks: Provide top-notch 1st line support for university residences enquiries.
- Company: Join King's College London, a diverse and inclusive employer.
- Benefits: Enjoy hybrid working, generous holiday, and performance bonuses.
- Other info: Flexible hours with opportunities for training and career advancement.
- Why this job: Make a real difference in student and staff experiences at KCL.
- Qualifications: Customer service experience and strong communication skills required.
The predicted salary is between 30000 - 42000 € per year.
Application Deadline: 6 February 2026
Department: IT Services
Location: Newquay, Cornwall, UK
You must submit a supporting statement with your application; without this, your application will not be shortlisted. You can only upload one document, so you will need to include this into the same document as your CV.
As a member of the Service Desk team, you will provide the highest standard of 1st line support for University Residences enquiries submitted by staff and students of King's College London, delivering exceptional customer satisfaction and a personalised service, whilst achieving the defined service performance KPIs.
Responsibilities
This position requires a high percentage of First Contact Resolution, request fulfilment and problem-solving using online reference sources and an acquired knowledge of King's College’s residential estate. In addition, good interpersonal skills are essential to support customers and handle escalations in line with King’s Service Centre’s policies and procedures. The post holder will handle frontline queries from various sources including email, self-service and telephone and may at times be required to act as an overflow for the IT and Estates Service Desk. It is vital that the post holder has excellent troubleshooting, communication and customer care skills. The post holder will work closely with colleagues in King’s as well as other key stakeholders and will use the Service Management toolkit to record Incidents, Requests and queries. Some travel may be required for meetings and training (predominantly between Quintrell Downs and university campuses in London). The normal hours for this post are 8.5 per day, covering 07:00-21:30, on a 5-in-7 basis. The post-holder will need to be flexible to accommodate unexpected staffing issues e.g. sickness and may also be required to work a night-shift (21:00-07:30) in an emergency.
Key Skills & Experience Required
- Essential – Experience in a Service Desk environment or customer service role
- Essential – Strong interpersonal, influencing, communication and report-writing skills, interacts appropriately with users with varying levels of awareness of the King's College campuses and the systems used there, remaining calm and courteous while working to resolve incidents and queries
- Desirable – Understanding of an enterprise / complex support environment
- Essential – Ability to adapt quickly to changing technologies and processes
- Essential – Strong information finding/diagnostic/trouble-shooting skills
- Essential – Effective time management skills; with the ability to work on multiple tasks simultaneously, prioritising tasks according to fluctuating workloads and deadline pressures
- Desirable – ITIL Foundation v3
- Desirable – 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)
- Cycle Scheme
- Tech Scheme
- Opportunities for formal training and professional certification
- Free access to LinkedIn Learning
- Free access to FutureLearn 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. This is in line with King's College London (KCL).
Residences Service Desk Advisor in Newquay employer: King's Service Centre
King's College London is an exceptional employer, offering a supportive work culture that prioritises employee well-being and professional growth. Located in the picturesque Newquay, Cornwall, this role as a Residences Service Desk Advisor provides opportunities for hybrid working, generous holiday allowances, and access to extensive training resources, ensuring that employees can thrive both personally and professionally while contributing to a vibrant academic community.
StudySmarter Expert Advice🤫
We think this is how you could land Residences Service Desk Advisor in Newquay
✨Tip Number 1
Get to know the company! Research King’s College London and their values. This will help you tailor your approach during interviews and show that you’re genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Since this role is all about providing top-notch support, think of scenarios where you’ve resolved issues or helped someone out. Be ready to share these examples during your interview.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend any relevant events. This can give you insider info and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about wanting to join the team at King’s College London.
We think you need these skills to ace Residences Service Desk Advisor in Newquay
Some tips for your application 🫡
Craft a Stellar Supporting Statement:Your supporting statement is your chance to shine! Make sure to highlight your customer service experience and how it aligns with the role. Remember, without this, we can't shortlist you, so give it your best shot!
Combine Your CV and Statement:Since you can only upload one document, make sure to merge your CV and supporting statement into a single file. This way, we can easily see all your qualifications in one go, making it easier for us to assess your application.
Show Off Your Communication Skills:In your application, emphasise your strong interpersonal and communication skills. We want to see how you handle queries and support customers, so share examples that showcase your ability to remain calm and courteous under pressure.
Apply Through Our Website:Don't forget to apply through our website! It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter!
How to prepare for a job interview at King's Service Centre
✨Craft a Compelling Supporting Statement
Make sure your supporting statement is not just a summary of your CV. Highlight your relevant experience in customer service and any specific examples of how you've resolved issues effectively. Tailor it to show how you can meet the needs of King’s College London.
✨Know Your Stuff About King’s College
Familiarise yourself with King’s College London’s residential estate and the common queries that arise. This will help you demonstrate your knowledge during the interview and show that you're genuinely interested in the role.
✨Show Off Your Interpersonal Skills
Prepare to discuss scenarios where you've successfully handled difficult customers or escalated issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your communication skills.
✨Demonstrate Flexibility and Adaptability
Be ready to talk about times when you've had to adapt quickly to changing situations or technologies. This role requires flexibility, so share examples that highlight your ability to manage multiple tasks and work under pressure.
