Overview
Student Success Advisor – Strand, London, WC2R 2LS
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 success.
The student success function was established last summer and is 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 Success 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 Success Advisor role is responsible to a Student Success 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 a full-time (35 hours a week) opportunity with one permanent position and one fixed-term maternity cover available until July 2026.
About you:
To be successful in this role, we are looking for candidates to have the following skills and experience:
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
Downloading a copy of our Job Description
Full details of the role and the skills, knowledge and experience required can be found in the Job Description document, provided at the bottom of the next page after you click “Apply Now”. This document will provide information of what criteria will be assessed at each stage of the recruitment process.
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.
As part of this commitment to equality, diversity and inclusion and through this appointment process, it is our aim to develop candidate pools that include applicants from all backgrounds and communities.
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.
To find out how our managers will review your application, please take a look at our ‘How we Recruit’ pages.
Interviews will be in person at the Waterloo campus on Wednesday 10th December.
