Job description
 King’s College London has an exciting opportunity for someone interested in pursuing a career or taking their next step in higher education professional services. We are looking to recruit a new Senior Programme Officer to support the running of our undergraduate and postgraduate programmes in the Florence Nightingale Faculty of Nursing, Midwifery, and Palliative Care.    
 
Our Senior Programme Officers work in a fast-paced environment, taking responsibility for complex queries and issues, supporting activities such as timetabling and student records, maintaining accurate student data on progress and achievement, and delivering a high-quality service across the student lifecycle. 
 
The role holder will work with colleagues to plan and coordinate a varied set of activities, with 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, professional services staff, and students.     
 
Benefits   
 
King’s provides an extensive and varied range of career-focussed training and on-the-job learning. We support staff to maintain a work/life balance, offer flexible working and parental leave opportunities, reduced membership rates for staff at gyms at three of our campuses, an Employee Assistance Programme which provides free, confidential advice on both home and work concerns as well as 27 days annual leave (plus 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 - 100% full time equivalent

Key responsibilities
 

• Work with relevant colleagues to plan 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  
• Coordinate programme administration processes relevant to the area of work, including assessment processes, in line with university deadlines and regulations, and Faculty and external requirements 
• Coordinate the management of day-to-day student enquiries with the Programme Officers to provide responses as appropriate within agreed timeframes, taking responsibility for responding directly to more complex enquiries and escalating with line manager when required 
• Ensure that quality assurance requirements and, where required, accreditation requirements are met for all provision. To service committees as directed by your line manager. 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. 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.  
 
Essential criteria 
 
1.       Excellent written and oral communication skills including the ability to draft documents and correspondence autonomously to a broad range of audiences.  
2.       Strong numeracy skills and ability to analyse numerical data, with experience in the use of databases with a high level of detail and accuracy.  
3.       Experience of administrating examination and assessments functions, preferably in a higher education provider or similar. 
4.       Excellent working knowledge of Microsoft Word, Excel, PowerPoint, and Outlook.  
5.       Experience in planning schedules of work against annual cycles; setting objectives, milestones and implementing regular reviews to evaluate progress.  
6.       Experience of stakeholder management, ability to work with a broad range of stakeholders in a professional and assured manner, managing and delivering services and support, with a proactive, development focused and transparent approach.  
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.       Have a methodical but flexible approach to work, maintaining a high level of accuracy, collaborative, responsive, and relationship-oriented approach to teamwork, proactive approach, and the ability to work independently. 
9.       Excellent time management and organisational skills and the ability to work to tight deadlines, exercising sound judgement when managing complex challenges, maintaining a solution-focussed approach while recognising when escalation is needed.  
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 of managing staff and supervising their work. 
 
Further information
 
The selection process will include a panel interview and an assessment.   
 
Interviews are provisionally scheduled for the week commencing 11th October.