King's College London

About us 

Strategy 2030, 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 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 in 2024 and provides a dedicated, non-academic, coaching and advising service to all online learners at King’s, spanning 1-1 support and community engagement. This is an exciting time to join a rapidly growing and ambitious, professional team, and a unique opportunity to help shape a facility that supports thousands of students around the world enrolled across an expanding portfolio of innovative, in demand online programmes.

About the role 

As an Online Student Success Advisor at King’s College London, you will be the digital face of our commitment to excellence. Your mission is to champion an exceptional, front-line experience for our global community of online distance learners.

We believe that remote learning shouldn't feel distant. You will be a dedicated, one-to-one point of contact for a caseload of Postgraduate Taught (PGT) students, building the strong, personalised relationships that turn a degree into a life-changing journey. From their first login to their proud graduation, you will be their advocate, identifying when a student is struggling, providing differentiated support, and using coaching to ensure every student stays on track to succeed.

You will collaborate digitally with faculties and departments across the University, ensuring our online learners feel every bit as connected to the King’s legacy as those on campus.

This is a fully remote role, allowing you to deliver world-class support from your own professional home environment.

We support a global community of learners, which means we’ve moved beyond the 9-to-5. Our Advisors work a 35-hour week on a rotating "5 over 7" pattern between 7 am and 7 pm.

We view this flexibility as a mutual benefit:

• Rotas are shared well in advance, allowing you to bridge your professional goals with your personal life.
• Occasional shifts on weekends or early/late starts mean you’ll often have dedicated time off during the week.
• By working outside of standard peak hours, you’ll experience "quiet zones" to focus on your work without constant notifications.
• When your shift ends, the team ensure a seamless hand-over so you can fully recharge

As founding members of this new remote team, your wellbeing is our priority. We provide structured digital 1:1s, a weekly ‘Wellbeing Hour’, and intentional social check-ins. You will be part of a team that values your autonomy while ensuring you never feel isolated.

About you

We are looking for proactive, digitally-fluent professionals who thrive in an autonomous environment. To succeed in this role, you will need:

Essential Skills & Experience

1. The Remote Mindset: Proven ability to work autonomously, maintaining high levels of motivation and organisation without direct in-person supervision.
2. Digital Relationship Building: Exceptional communication skills with the ability to convey empathy and authority through digital channels (email, calls (including video), and CRM).
3. Problem Solving in Ambiguity: An ability to navigate complex enquiries where the answer isn't always immediate, handling everything from student successes to sensitive complaints.
4. Technical Proficiency: Strong working knowledge of MS 365 (such as Teams, Outlook, Excel) and a high degree of "digital comfort" when learning new student record systems.
5. Operational Excellence: High attention to detail and a commitment to accurate record-keeping to ensure seamless continuity of care between teams and an exceptional, world-class student experience.

Desirable Experience

1. The Online Learner Perspective: An understanding, through experience, of the unique challenges faced by Master’s-level distance learners (e.g., balancing study with professional/family life).
2. Remote Working: Prior experience working in a fully remote or hybrid team, with a track record of successful collaboration in a virtual setting.
3. Customer Excellence: A relevant qualification or equivalent experience in a high-contact customer service environment.

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.

Please note that we reserve the right to close this vacancy prior to the advertised closing date if we receive a sufficient number of applications. Early submission is encouraged.

Interviews will commence -  w/c 16 March or w/c 23 March

Further information

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.