King's College London

About us: 

Income Services, within the Finance, Procurement, Strategic Planning & Analytics Directorate (FPSPA), is looking to recruit a motivated individual for the position of eStore Administrator.

About the role:

To administer the day-to-day running of the King’s eStore within the busy Income Services section. The eStore (https://estore.kcl.ac.uk/) is an externally facing ecommerce payment portal allowing King’s departments to accept online income (card payments) for items and services they provide, or conferences and events they are organising. The role holder will add and maintain the upkeep of the items/events on the eStore and make amendments to them as requested to by King’s departments, in accordance with eStore / financial procedures.

The role is to provide an excellent frontline customer service to external eStore customers who require assistance and to provide a single point of contact and an eStore knowledge base for King’s departments already utilising the eStore or who wish to start to. The role holder will also be required to support the daily eStore accounting file process and action refunds as and when required.  In addition, the role holder will also need to keep track of administrative or financial metrics and be up to date with payment card security (PCI DSS) and General Data Protection Regulation (GDPR).

The role holder will also be asked to cross support other King’s online payment pathways and relevant systems plus their Income Services colleagues with other tasks as and when required.

The role holder will be responsible for / ensure that :

•       Maintaining the day-to-day administration of the King’s eStore

•       Accurately add and amend products, items or services and conferences & events to the eStore as requested by the appropriate departments

•       Provide an excellent frontline customer service to both external and internal customers who require assistance

•       Provide King’s departments with a single point of contact for queries & a knowledge base for those wishing to use the eStore for first time or for those who want to make better use of the eStore

•       Support and monitor the daily eStore accounting files and action refunds as required

•       Help with the setup of reporting access for those users who require it and provide reports if required

•       Monitor the various online payment related email accounts (including 2 helpdesk accounts) and deal with queries as they arise

•       Liaise with the external company who host our eStore and to sort issues as they arise as well as other third party payment services providers involved in accepting online card transactions

•       Maintain, analyse and report on data relating to the eStore and Income Services processes

•       Ensure personal data is handled in line with relevant data protection regulations

•       Ensure any card data is handled in line with PCI DSS procedures and support the Income Services Supervisor and Head of Income Services in monitoring the application of these rules in other areas

•       To constantly and proactively think of ways in which the eStore could be used more efficiently

•       To maintain, update and look to improve the eStore intranet and SharePoint wiki pages

•       Keep up to date with changes in the HE (Higher Education) sector, service discipline and university in general that may impact on the role

•       Will have strong communication and customer service skills being able to deal with a wide range of seniority of staff, and other key stakeholders

•       Will play an active part in the Financial Services community and demonstrate a commitment to change, improvement and development both as an individual and in the provision of services to the university and outside stakeholders 

•       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.

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

About you: (the candidate)

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

Essential criteria

1.      Must have a very good standard of general education, GSCE’s or equivalent (including Mathematics and English) 

2.      Must have excellent grammatically correct written and oral communication skills and have the ability to communicate both confidently and professionally at all times 

3.      Must possess very strong all-round IT skills including being competent and confident in using the full MS Office suite, Outlook, Teams, SharePoint, Word, and particularly proficient with Excel 

4.      Must have an excellent and professional customer service skillset/mindset with proven previous experience in a clearly front facing first line customer service orientated support type role and environment 

5.      Must have experience of delivering high-quality administrative support, including the regular entering of data into an enterprise type system(s) within a large organisation, whilst having the ability to prioritise a busy workload and manage competing priorities working to tight deadlines 

6.      Must possess excellent attention to detail, with an accurate and methodical approach and be both happy and comfortable with understanding and working with numerical figures and data 

7.      Must have the skills and confidence to professionally deal with delicate situations whilst enforcing the proper financial controls or procedures 

8.      Must possess the ability to work collaboratively and to build effective working relationships with our various stakeholders both internal and external, whilst being an enthusiastic and proactive team player who possesses excellent interpersonal skills and a positive can do attitude

Desirable criteria

1.      Previous exposure to a banking, ecommerce or card payments environment 

2.      Knowledge of administrative and accounting functions and processes within a Higher Education environment 

3.      Experience of working with Unit 4 ERP (formerly named Business World, and Agresso) or other corporate finance ERP (Enterprise Resource Planning) systems 

4.      Knowledge and good understanding of PCI DSS (Payment Card Industry Data Security Standard) 

5.      Knowledge and good understanding of financial controls, anti-fraud related compliance regulations (e.g. Money Laundering) and legislation (e.g Proceeds of Crime Act) and of Data Protection Legislation / General Data Protection Regulation 

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. 

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.