King's College London

About Us

The King’s community is dedicated to the service of society. King’s Strategic Vision 2029 sets out our vision for the future, shaped around five priority areas: educate to inspire and improve; research to inform and innovate; serve to shape and transform; a civic university at the heart of London; and an international community that services the world. Our ambitious Education Strategy sets out the actions that we must take to transform how we teach, how and where our students learn and how we support them during their time with us.

The Student Knowledge & Information department brings together colleagues who are focussed on helping students to get the information they need quickly and easily and also to engage with their programme and university life more broadly, through management of inbound enquiries and service requests, static and dynamic digital content, and outbound communications. Our remit covers all King’s students, from enrolment to graduation.

The Student Content Management team deliver innovative, digital-led and student-focused communications and content to equip our students with everything they need to know outside the content of their programme to complete their studies successfully and get the most out of student life.

We are part of the Students & Education Directorate, a collection of wide-ranging professional services in place to support King’s students and their education. As a directorate we manage the student lifecycle from application to graduation and beyond, to ensure a coherent and seamless student experience and effective administrative processes, working closely with King’s faculties to do so.

We are recruiting for the Student Experience & Success remit, where the top priorities are our annual campaigns promoting the King’s Student App and boosting participation in the National Student Survey (NSS) and Postgraduate Taught Experience Survey (PTES). These campaigns align with key King's priorities to enhance the student experience. The role also includes managing content on academic skills, careers, employability, and supporting underrepresented groups such as refugees, forced migrants, estranged students, and care leavers.

About The Role

Role purpose

Senior Student Content Officers deliver innovative, digital-led and student-focused content to equip King’s students with the non-academic knowledge and information they need to complete their studies and get the most out of student life.

Contributing to the implementation of our student content strategy, the Senior Officers plan, create and maintain multi-channel content / communications supported by customer relationship management (CRM) and other software. This includes operational emails and newsletters, articles on the Student Services Online knowledge bank (supporting enquiry management), communications campaigns around particular aspects of the student lifecycle (e.g., welcome), external and internal webpages including student news, social media, video content and mobile app functionalities. They measure effectiveness and actively support continuous improvement.

Senior Officers each have similar responsibilities and skills but a distinct remit of content themes, allowing them to gain expert knowledge and act as main point of contact and support for particular teams (both centrally and in faculties), while maintaining flexibility. They may line manage one or more Student Content Officers in support of the wider Student Content Management team. Remits include:

• Student Operations (e.g. exams, timetabling)
• Student Support (e.g. counselling, disability)
• Student Experience & Success (e.g. underrepresented groups, surveys)
• Student Community & Engagement (e.g. student news)
• Student Lifecycle Events (e.g. welcome, graduation)

Responsibilities

• Plan specific pieces of content/communications work and broader campaigns or student (customer) journeys, across the academic year and multiple channels, and in accordance with student content strategy, ensuring success can be clearly measured.
• Create, publish, continuously improve and update articles on Student Services Online and other web channels as appropriate, using Microsoft Dynamics and other content management systems.
• Build and maintain automated student (customer) email journeys for ‘need-to-know’ operational information and ‘nice-to-know’ community-building or student opportunities/enrichment information, using Microsoft Dynamics and other systems as needed.
• Manage social media channels oriented to current students, as well as other channels like mobile apps; produce high-quality written and visual content across channels.
• Monitor, analyse and report on the performance and effectiveness of content through quantitative metrics and qualitative feedback; make evidenced recommendations for change and follow through to implementation in a continuous cycle of improvement.
• Together with direct report(s), work closely and build effective relationships with other services across the university (especially teams elsewhere within the Students & Education Directorate, for which we manage content and provide direct support, and in faculties) to ensure that our output is accurate, accessible, consistent, engaging, effective and compliant with legislation like GDPR.

This is an exciting opportunity for candidates looking to gain experience in content management for students, and who wish to utilise their skills and expertise in CRM and communications tools. This is an opportunity to grow your skills in the planning, execution and review of content and communications campaigns.

This is a full-time position (35 hours per week) offered on a fixed-term contract (secondment) for 12 months.

About You

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

Essential criteria

1. Relevant work experience and/or education: We think a wide range of different work and educational experiences could support you to be successful in this role. Relevant work experience might include work in content planning and delivery in higher education, or use of customer relationship management systems in large and complex organisations. Relevant educational experiences might include higher education in a related discipline, professional qualifications or other training.
2. Experience of planning and delivering multi-channel communications campaigns, as well as creating engaging content for different platforms and using customer relationship management (CRM) systems and/or content management systems (CMS) for delivery.
3. Experience in collaborating well with a diverse range of internal and external stakeholders, showing diplomacy and tact.
4. Excellent organisation skills and ability to plan ahead across an annual cycle.
5. Ability to use initiative and creativity in identifying and solving problems, as well as ability to both independently manage own workload (supported by and actively communicating with line manager) and collaborate effectively with the team.
6. Ability to analyse, interpret and report on complex quantitative and qualitative data.
7. Ability to communicate with all students and staff with excellent written/verbal skills and attention to detail, capable of synthesising complex information in a way that is accessible for a variety of audiences.
8. Knowledge of and enthusiasm for higher education and improving the student experience.

Desirable criteria

1. Experience of planning and delivering automated student (customer) email journeys in customer relationship management (CMS) software, ideally Microsoft Dynamics.
2. Experience of using Microsoft Dynamics as a content management system (CMS) and/or Contensis CMS.
3. Experience of delivering an excellent service in a pressurised, high-volume customer service-driven environment.
4. Experience in line management.
5. Understanding of the diverse make-up of our student population, especially how the lived experience of students from underrepresented backgrounds is affected by structural inequality in higher education.

Full details of the role and the skills and experience required can be found in the attached job description which is provided on the next page.

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 review your application, please take a look at our ‘ How we Recruit’ pages.

We are aiming to hold interviews on w/c25th November, with exact date to be confirmed.