Business Support Officer
Business Support Officer
Job ID: 012664
Salary: £28,717-£31,831, including London Weighting Allowance
Closing date: 18-Jan-2021
Business unit: King's College London
Department: Modern Language Centre
Contact details: Ms Atsuko Carroll - Business Support Manager, email@example.com
Strand Campus Professional and support services
The Modern Language Centre (MLC) has an exciting opportunity for a Business Support Officer. The role will sit within the Business Support Team and requires excellent interpersonal skills for the many different types of people the role-holder will interact with.
The successful candidate will bring a commitment to quality and consistently deliver excellent customer service. You will be highly organised, demonstrate professionalism and high standards and will have a good eye for efficiency and process improvement, with energy and enthusiasm. The role encompasses the following areas:
- Language Resource Centre support (front-line support interacting with student, staff and members of public, language learning resource support, organising student workshop, user analysis, student worker/volunteer support and managing speaking practice scheme). Term-time Evening and Saturday work is required.
- Tailor-Made Course (private language tuition) administration.
- Marketing & Communications (supporting marketing activity/strategy, social media platform and general internal and external communication)
- Departmental Business Support (maintaining/auditing departmental inventories, financial support including purchasing and invoicing, IT/Estates support and Health & Safety)
- Event management (external events and conferences)
- Human Resources Support (pay/expense claims, staff recruitment support, staff induction support).
The MLC is a semi-entrepreneurial department with two broad and entwined remits: to provide language teaching and support in a range of formats to members of the King's community; and to proactively pursue income-generating teaching opportunities with businesses, organisations, the wider London community and beyond.
There are currently four main programmes of activity within the MLC:
(1) Higher Education modules ranging from 'beginner' to 'near fluent' are available in twelve languages and are studied by approximately 1,500 King's students each year both as part of their degrees and as supplementary learning.
(2) A substantial evening and Saturday programme is open to students, staff and members of the public and attracts over 6,000 enrolments per year across 23 languages.
(3) The MLC offers private and on-site teaching and assessment to a range of prestigious external organisations.
(4) Flexible and expanding tailor-made one-to-one provision caters to individuals and companies.
The MLC includes the Language Resources Centre, a library which supports independent language learning with specialist language resources and study areas for students and teachers. In addition to a variety of learning resources, language and cultural workshops and speaking practice sessions are available.
Further details can be found at www.kcl.ac.uk/mlc.
NB) The LRC is currently closed and you are expected to work remotely during the pandemic.
This post will be offered on a full-time, indefinite contract.
Language Resources Centre (LRC)
- Provide front line support with written, telephone and face-to-face enquiries from users including students, corporate clients, members of the public and staff, providing information, solving or referring issues and liaising with senior colleagues as necessary during the LRC opening hours (Term time: Mon-Thur 10:00-19:30, Fri 10:00-18:00, Sat 10:00-16:00, Out of term: Mon-Fri 10:00-18:00)
- Provide assistance to LRC users with regard to all language learning resources
- Provide support to facilitate language learning and teaching, such as booking inductions, organising workshops and other events and managing speaking practice sessions
- Assist the Business Support Administrator with preparations of events for both recruitment and promotional activity (e.g. liaising with organisers, outside speakers, compiling risk assessments, organising and managing student helpers and solving problems as they arise)
- Provide comprehensive administrative support to manage the LRC's resources and services including maintaining the LRC catalogue and producing statistical information in relation to all LRC activities such as user records, speaking practice sessions, student workshops and LRC inductions
- Ensure all users are aware of, and abide by, appropriate College and Faculty policies including use of IT, copyright compliance, equal opportunity regulation, health and safety and fire evacuation regulations and local or department guidelines and procedures relating to acceptable use of the Centre's facilities
- Support the Business Support Administrator with the training and supervision of Language Learning Advisors including workload allocation within the LRC as directed by the Business Support Manager
Departmental business support
- Maintain records and audits of IT/AV equipment, all learning resources, financial and budgetary data and departmental inventory
- Support the administration of day-to-day departmental financial transactions, including purchasing, invoicing, records reconciliation, expense claims, maintaining comprehensive electronic and hard copy records and escalating any problems to senior staff
- Resolve issues with departmental resources by working closely with colleagues throughout the College such as IT or AV services, Facilities and Estates, HR, Finance and other academic departments
- Undertake purchasing and procurement for the department, within defined limits, in compliance with College policies
- Responsible for issuing sales invoices for language courses and external clients
- Assist with any other duties as may be required from time to time, including providing cover for colleagues, both within the MLC and across the Faculty and College
Marketing and communications
- Support the MLC's marketing and profile-building activities and objectives
- Assist with new income generating activities, events and communications
- Provide support for the MLC's marketing strategy, including
- maintaining MLC's social media presence
- updating the MLC website
- undertaking competitor analysis
- representing the MLC at various Open Days and Fairs
- creating relevant material in different formats
- assisting with marketing and promotional events
- Coordinate MLC all-staff communications and information areas
- Be responsible for maintaining and communicating information about the Department on the staff-facing and general notice boards, within staff handbooks and on departmental web pages and social media
Tailor-made course administration
- Provide front line support with written, telephone and face-to-face enquiries for tailor-made course (private language tuition), identifying client needs to liaise with teaching team and prepare a course proposal.
- Manage own client accounts for tailor-made courses and demonstrate best practice in managing the client relationships
- Provide analysis as required for the production of bids, tenders or grants for new funding or income generating opportunities
- Create and manage records and electronic databases of all external or corporate groups or individual clients
Human resources management
- With Business Support Manager, process pay and expense claim forms and manage records on the MLC HR database
- Assist with the recruitment of staff, including student and casual workers, ensuring their eligibility to work in the UK
- Support new starter induction for teaching and professional services staff, including student workers, acting as a point of reference for queries and advising them on College procedures and referring them to appropriate College services and contacts (e.g. Security, HR, IT)
Communication and networking
- Develop excellent relationships with key internal and external stakeholders
- Participate in departmental, faculty, campus and college-wide fora and networks as appropriate, covering for colleagues as required
- Liaise with external clients
- Daily communication with LRC Advisors, Business Support Officer, Business Support Administrator, Business Support Manager, Head of Operations, Director, Deputy Directors and Programme Director, Team Leaders, Deputy Team Leaders, teaching staff, Faculty Office, departmental professional services staff, central directorates, students and the general public
Team work, teaching and learning support
- Contribute to Faculty's overall professional services team, contributing to planning and delivering professional support to students and staff
- Provide training to support teaching and professional services staff in the use of College systems, providing written guidance notes or manuals where necessary
- Support the induction of new staff members within the department
- Participate in regular reviews of individual and team progress, working closely with all other team members to provide cover during peak periods/ projects.
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
- Undergraduate degree or equivalent
- Excellent interpersonal and customer service skills, able to interact with a wide variety of people in a professional and assured manner
- Confident and competent IT skills, including the use of electronic resources, MS Office applications, databases, internet etc.
- Excellent communication skills (including appropriate use of English in formal documents, professional emails and writing for the web), numeracy skills and attention to detail
- Experience of delivering a high level of customer service and an excellent track record of offering business support and/or administrative services
- Enthusiastic and self-motivated with a positive attitude
- Confident dealing with a wide variety of people in a professional and assured manner
- Capacity to work independently and proactively, within managerial direction and to react positively to constructive feedback
- Able to contribute effectively to a team and form good working relationships with teaching and professional services staff at all levels
- Highly organised and able to balance competing priorities under pressure (Flexible and able to respond positively to changing priorities)
- Ability to comprehend complex situations clearly, and deploy judgement to solve problems and constantly review processes and propose improvements
- Ability to work evenings and Saturdays as part of the normal working week
- An understanding of business and/or income generating activities
- Experience of purchasing procedures
- Interest in / experience of language learning or teaching and/or supporting language practice