Senior Programme Officer

Job id: 085186. Salary: £37,332 - £42,099 per annum, including London Weighting Allowance.

Posted: 26 February 2024. Closing date: 25 March 2024.

Business unit: King's Business School. Department: KBS Education.

Contact details:Isha Reid. [email protected]

Location: Strand Campus. Category: Professional & Support Services.

King’s Business School has grown into a leading management institution, rated in the top five for business and management undergraduate studies in UK undergraduate studies. We are the ninth faculty at King’s College London and are a friendly and diverse community committed to providing the highest quality teaching and research.

We are looking for an experienced, enthusiastic and organised Senior Programme Officer to administer the delivery of our undergraduate taught programmes and modules. The Senior Programme Officer role provides essential support to students and academics in King’s Business School.

Working in a fast-paced environment, the role includes taking responsibility to resolve complex queries and issues, supporting activities such as timetabling and assessment, using databases and Microsoft Excel to maintain accurate student data on progress and achievement, and delivering a high-quality service across the student lifecycle.  Working with colleagues to plan and coordinate a varied set of activities, you will have opportunities to further develop your knowledge of regulations and process, and be part of professional networks promoting best practice. As part of the King's community, you'll work alongside inspiring academic staff, administrators and students.

Benefits include extensive and varied -focussed training and on-the-job learning. We support our staff to manage their work/life balance, with flexible working and parental leave opportunities, reduced membership rates for staff at gyms at three of our campuses, the Employee Assistance Programme which provides free, confidential advice on both home and work concerns as well as 30 days annual leave (plus additional Christmas closure days), an occupational pension scheme, season ticket loans and being part of the cycle to work scheme. Find out more at - www.kcl.ac.uk/hr/staffbenefits/index .

This post will be offered on an indefinite contract.

This is a full-time post which will operate on a hybrid basis with a minimum of two days on campus and three days working from home.

Please note the starting salary will normally be within the first few spine points of the grade – it is not possible to enter at or above the top of the grade.

• Work with relevant colleagues to plan programme cycles, prioritise processes throughout the academic year, and demonstrate flexibility throughout the cycle.     
• Coordinate programme administration processes relevant to the area of work, including assessments, in line with university deadlines and regulations, and Faculty and external requirements.   
• Coordinate the management of day to day student enquiries and to provide responses as appropriate within agreed timeframes.   
• Ensure that quality assurance requirements are met for all provision. To service committees as directed by your line manager and coordinate module evaluation processes in line with current university best practice.  
• Develop and improve the service through eliciting and responding to service user feedback, identifying and suggesting service improvements and implementing new ways of working as directed.  
• Work flexibly as part of a team, supporting others in times of high-volume activity. Participating in and coordinating new starter inductions and covering staff absence when required.   
• Work with the wider university community to ensure up-to-date and consistent practices are followed when utilising online systems, including reporting and extracting data, ensuring accuracy of data and identifying and resolving issues.   
• Engage with and triage students’ pastoral care needs, resolving straightforward issues where appropriate and escalating with, and informing, key stakeholders as per university frameworks.   
• Receive, investigate and resolve low-level complaints and address service setbacks, exercising judgement and escalating to line manager where required.   
• Take personal accountability for the data quality of student records, ensuring records are accurately maintained in accordance with the agreed retention schedules.   
• Ensure all work is carried out in a professional and timely manner, with appropriate confidentiality and sensitivity. To maintain an up to date knowledge of the data protection requirements and to support Freedom of Information and subject access requests. 

The above list of responsibilities may not be exhaustive, and the post holder will be required to undertake such tasks and responsibilities as may reasonably be expected within the scope and grading of the post.

Essential criteria  

1.       Substantial administrative experience preferably within a Higher Education environment.   

2.       Excellent written and oral communication skills including the ability to receive, understand and convey information to a range of audiences.    

3.       Excellent time management and organisational planning skills with attention to detail and accuracy.   

4.       Excellent working knowledge of IT systems, such as Microsoft 365 and student records systems (SITS).   

5.       Strong analytical skills and a data driven decision making approach, utilising appropriate information as required.   

6.       Experience of stakeholder management and the ability to work flexibly in a professional and assured manner.   

7.       Experience of working in a customer facing environment with a knowledge of how to address complaints and service setbacks in a professional and efficient manner.    

8.       Collaborative and relationship-oriented approach to teamwork; using initiative and creativity to explore ways to improve and adjust levels and quality of service.   

9.       Proactive approach, and the ability to work independently.    

10.    Commitment to equality and diversity in the workplace.  

Desirable criteria

1.       Degree level or equivalent qualification or experience.    

2.       Experience of using virtual learning environments.  

3.       Experience providing pastoral care to students and signposting internal and external recourses.  

Application requirements   

To apply, please provide a detailed statement highlighting how you meet the essential criteria listed. Please format your statement by listing each criteria as a header. Then underneath each header provide details and examples of how your skills and experiences meet the criteria. A brief cover letter will not be considered for shortlisting.    

Interview process  

The interview process will consist of assessment tasks and a panel interview. More information will be provided upon shortlisting.    

We will aim to hold interviews within 2-3 weeks following the application closing date.