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Job id: 087245. Salary: £37,332 – £42,009 per annum, including London Weighting Allowance.

Posted: 03 April 2024. Closing date: 24 April 2024.

Business unit: Faculty of Arts & Humanities. Department: Arts & Humanities Cluster Offices.

Contact details: Natasha Murphy. Natasha.Murphy@kcl.ac.uk

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

Job Description

The Arts and Humanities Faculty is seeking to recruit a Senior Programme Officer who will be responsible for the operational delivery of our portfolio of new distance learning postgraduate programmes.

This is an exciting opportunity to take up a new post that will be working on the set up and delivery of programme administration for these innovative programmes starting in September 2024 and January 2025.

The Senior Programmes Officer provides essential support to students, academics and other stakeholders.

Working as a member of a programme administration team to ensure consistent management and delivery of online (distance learning) programmes through providing high quality administrative support.

Taking responsibility for investigating and resolving complex queries and issues, supporting activities such as webinar set-up, student module registration, assessments, the production of handbooks, 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 also have opportunities to further develop your knowledge of relevant 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 and professional services staff and students.

This is currently a hybrid role and role holder would spend part of their working week on campus and part of the week working remotely.

This post will be offered on a full time indefinite contract.

This is a full-time  post.

Key Responsibilities

  • Work with relevant colleagues to plan online programme cycles, considering the provision of processes throughout the academic year, identifying priorities and demonstrating flexibility throughout the cycle, recognising when priorities change, amending plans and adjusting work patterns accordingly
  • Develop and deliver programme administration and processes, including assessments and module registration, in line with university deadlines and regulations, and Faculty and external requirements.
  • Point of contact for day-to-day student enquiries and provide responses as appropriate within agreed timeframes, taking responsibility for responding to complex enquiries and escalating with line manager when required.
  • Developing and strengthening effective stakeholder relationships with academics, professional services, Kings Digital, and external partners.
  • Ensure that quality assurance requirements and, where required, accreditation requirements are met for all provision. To service committees as directed by your line manager.
  • Develop and maintain a high level of 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. Covering staff absence and deputising for the line manager as and when required.
  • Work with the wider university community to ensure up-to-date and consistent practices are followed when utilising systems (e.g. student records systems and virtual learning environments) to undertake both day-to-day functions and higher-level processes such as 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.

Skills, knowledge, and experience

Essential criteria

  1. Excellent written and oral communication skills including the ability to draft documents and strong numeracy skills to analyse complex data
  2. Excellent time management and organisational skills and the ability to work to tight deadlines
  3. Excellent working knowledge of Microsoft Word, Teams, Excel, PowerPoint and Outlook
  4. Experience in the use of databases and student records systems (such as SITS) to provide management information data to a high level of detail and accuracy
  5. Experience of stakeholder management, ability to work with a broad range of stakeholders in a professional and assured manner
  6. 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
  7. Relevant HE experience of managing and delivering a portfolio of taught provision, projects or events.
  8. Have a methodical but flexible approach to work, maintaining a high level of accuracy
  9. Collaborative and relationship-oriented approach to teamwork
  10. Proactive approach, and the ability to work independently
  11. Ability to work under pressure to complete a range of competing priorities, and requesting and utilising support as and when required
  12. 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 of using SITS 
  4. Strong numeracy skills and ability to analyse complex numerical data
  5. Experience providing administrative support for distance learning programmes or similar