Senior Programme Officer

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Job description

King's College London is seeking candidates at all levels of experience with the drive and passion to deliver high quality customer service to support our strategic aims. This is an ideal opportunity to further your career in Higher Education administration.

The Faculty of Dentistry, Oral & Craniofacial Sciences is seeking to recruit a Senior Programme Officer who will support the running of our postgraduate programmes.

The Senior Programme Officer role provides essential administrative support to students and academics. Working in a fast-paced environment, the role includes taking responsibility to resolve complex queries and issues, supporting activities such as timetabling and 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 have 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, administrators and students.

This post will be offered on an indefinite contract

This is a full time role which will operate on a hybrid basis.

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 Officer 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.
• Become a key contact for finance processes for the Distance Learning courses including right to work checks and organising payments to academics.
• 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
• Responsible for managing a team of Programme Officers including day to day line management, reviewing performance, monitoring workload and responsibility for development and training needs

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 verbal 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 complex numerical data.
3. Excellent working knowledge of Microsoft Outlook, Excel and Word
4. Excellent time management and organisational skills and the ability to work to tight deadlines
5. 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.
6. Have a methodical but flexible approach to work, maintaining a high level of accuracy.
7. Proactive approach and the ability to work independently.
8. Successful stakeholder management, working with a broad range of stakeholders in a professional manner.
9. Ability to demonstrate understanding and awareness of skills required in effective line management .
10. Commitment to equality and diversity, wellbeing and sustainability in the workplace

Desirable criteria

1. Experience of using virtual learning environments (such as KEATS) and databases (such as SITS)
2. Working effectively in a team and collaborating with colleagues, with experience in leading others and motivating a team