At a Glance
- Tasks: Support students with enquiries and provide exceptional customer service.
- Company: Join a dynamic team at King's College London in beautiful Newquay.
- Benefits: Enjoy hybrid working, generous holiday, and professional development opportunities.
- Other info: Flexible hours and a supportive environment for personal growth.
- Why this job: Make a real difference in students' lives while gaining valuable experience.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 31500 - 38500 £ per year.
The King's community is dedicated to serving society. King's Strategic Vision 2029 outlines our future vision, focused on five priority areas: educating to inspire and improve; researching to inform and innovate; serving to shape and transform; being a civic university at the heart of London; and fostering an international community that serves the world.
Our ambitious Education Strategy details the actions needed to transform our teaching methods, enhance student learning experiences, and support students throughout their time with us. Our team 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.
As a member of our Newquay-based Service Desk team, you will be part of a team that supports the student’s lifecycle from application to graduation. 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.
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, predominantly between Quintrell Downs and university campuses in London. The normal hours for this post are 8.5 per day, covering 07:00-19:00, Monday to Friday with occasional weekend and Bank Holiday cover. The post-holder will need to be flexible to accommodate unexpected staffing issues e.g. sickness in an emergency.
Key Skills & Experience Required
- Experience in a Service Desk environment (D) or customer service role (E).
- Strong interpersonal, influencing and communication skills, interacts appropriately with users with varying levels of awareness of the King’s College London campuses and the systems used.
- Ability to adapt quickly to changing technologies and processes.
- 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.
- Strong information finding/diagnostic/troubleshooting skills.
- 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 (D).
- ITIL Foundation v4 (D).
- Full Driving Licence (D) or the ability to get to the Quintdown office within 60 minutes, using public transport or other means (E).
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)
- 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. This is in line with King's College London (KCL).
Student Enquiries Advisor employer: King's Service Centre
At King’s Service Centre, we pride ourselves on being an excellent employer, offering a supportive work culture that values collaboration and innovation. Located in the picturesque Newquay, Cornwall, our team enjoys a range of benefits including professional development opportunities, a commitment to work-life balance, and the chance to contribute to meaningful projects that enhance service quality for our community. Join us to be part of a dynamic environment where your skills will be nurtured and your contributions recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Student Enquiries Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at King's Service Centre. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like King's Service Centre before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Student Enquiries Advisor
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to King's Service Centre:Your cover letter is your chance to shine! Tell us why you want to work at King's Service Centre specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at King's Service Centre!
How to prepare for a job interview at King's Service Centre
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
