About us

Our mission is to provide transformative, high-quality digital education, so students can learn, wherever they are.

We collaborate with academics and professional services staff across the university, and with our external partners, to design, develop and deliver a wide range of educational programmes. 

Our learners study with us from across the world, choosing when and where they study, working around their schedules.

We are a dynamic team with ambitious growth targets in a priority area of development for King’s. We proudly foster a supportive culture and community which prioritises both individual and collective wellbeing.

Employee support at King’s includes flexible working arrangements, paid maternity/shared parental leave, menopausal support, an active wellbeing programme, training and development opportunities and much more. All of our staff benefit from a generous pension contribution as well.

As part of King’s hybrid working, all team members can work remotely for part of the week if they wish.

Join us as we open futures and unlock potential. 

About the role

The Student Support Team Leader joins the team at an exciting time; we have been successfully supporting hundreds of online distance learners with their postgraduate study and 2025 will see the Student Support team continue to grow and expand along with student numbers.

The day-to-day role of Team Leader includes ensuring the student-facing Advisors are able to deliver exceptional support to students using effective coaching and personalisation skills. This relies upon leadership skills as well as using technology to draw data from systems and oversee service operations.

Team Leaders work collaboratively within and beyond the team to remove barriers and alleviate pain points for the Advisors, monitoring performance and ensuring the service is running efficiently and effectively, delivering consistently high quality to students.

Relationship building and being comfortable working with change are important attributes of a successful team leader; the role will evolve as King’s launches a greater number of online programmes and welcomes a greater volume of students each year.

This is a full time (35 Hours per week), and you will be offered an indefinite contract.

About you

To be successful in this role, we are looking for candidates to have the following skills and experience:

Essential criteria

1. Experience of leading teams in a busy customer-facing environment.
2. Demonstrable experience of delivering exceptional user, customer or student experience and outcomes
3. Experience of using a coaching approach in delivering support or people management
4. Experience of using digital systems and adopting technological enhancements and innovation
5. Knowledge of the online education market and distance learner experience
6. Ability to build and maintain effective professional relationships with stakeholders at a variety of organisational levels, demonstrating tact and diplomacy as well as an ability to deal with conflict

Desirable criteria

1. Qualification in people management / leadership or related subject
2. Experience working directly with online distance learners

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.

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.

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 are due to be held on Wednesday 9th April 2025.

We are not able to offer sponsorship for candidates who do not currently possess the right to work in the UK.

Grade and Salary: £38,482 - £43,249 per annum including London Weighting Allowance
Job ID: 110045
Close Date: 26-Mar-2025
Contact Person: Alice Ludgate
Contact Details: alice.ludgate@kcl.ac.uk