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Student Success Team Leader
King's College London
London
Hybrid
GBP 38,000 - 44,000
Full time
Yesterday
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Job summary
A leading UK university is looking for a Student Success Team Leader to manage a growing team that supports online distance learners. This full-time role involves ensuring exceptional user experience and requires strong leadership skills. The role offers a salary of £38,482 - £43,249 per annum, including a London Weighting Allowance, and promotes a collaborative and supportive work environment.
Benefits
Flexible working arrangements
Generous pension contribution
Training and development opportunities
Qualifications
- Experience of leading teams in a busy customer-facing environment.
- Demonstrable experience of delivering exceptional user, customer or student experience.
- Experience using a coaching approach in delivering support.
Responsibilities
- Ensure Advisors deliver exceptional coaching and support to online distance learners.
- Organize team rota and chair team meetings.
- Problem-solve complex student queries.
Skills
Team leadership
Customer experience
Coaching
Digital systems usage
Stakeholder management
Education
Qualification in people management / leadership
Job description
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: online distance education. 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 Success Team Leader joins the team at an exciting time; the 2025/26 academic year sees the Student Success team grow as we launch four new online master’s degrees and welcome higher numbers of students. This newest Team Leader appointment will join our existing two Team Leaders, providing line management to student-facing Advisors.
Each Team Leader is responsible for ensuring the Advisors deliver exceptional coaching, advice and support to online distance learners, with the goal of student satisfaction and success. This busy and rewarding role relies upon great leadership skills as well as using technology to draw data from systems and oversee service operations. Tasks can include organising the team rota (the service runs from Monday to Sunday, 7am to 7pm, only closed on UK public holidays), carrying out call reviews with Advisors, chairing Team Meetings and problem-solving more complex student queries.
Team Leaders work collaboratively within and beyond the team, which requires good relationship building skills and a deep understanding of the needs and expectations of online distance learners, who live and study across over 150 countries worldwide.
Being open minded and comfortable with change is an important attribute 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. That said, the team are supportive of each other and wellbeing, including a good work-life balance, is important to us.
This is a full time post (35 hours per week, worked Monday to Friday with occasional weekends), 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
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 will be held on 1st September in person at the Waterloo Campus.
Grade and Salary: £38,482 - £43,249 per annum including London Weighting Allowance
Job ID: 121229
Close Date: 13-Aug-2025
Contact Person: Alice Ludgate
Contact Details: alice.ludgate@kcl.ac.uk
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: online distance education. 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 Success Team Leader joins the team at an exciting time; the 2025/26 academic year sees the Student Success team grow as we launch four new online master’s degrees and welcome higher numbers of students. This newest Team Leader appointment will join our existing two Team Leaders, providing line management to student-facing Advisors.
Each Team Leader is responsible for ensuring the Advisors deliver exceptional coaching, advice and support to online distance learners, with the goal of student satisfaction and success. This busy and rewarding role relies upon great leadership skills as well as using technology to draw data from systems and oversee service operations. Tasks can include organising the team rota (the service runs from Monday to Sunday, 7am to 7pm, only closed on UK public holidays), carrying out call reviews with Advisors, chairing Team Meetings and problem-solving more complex student queries.
Team Leaders work collaboratively within and beyond the team, which requires good relationship building skills and a deep understanding of the needs and expectations of online distance learners, who live and study across over 150 countries worldwide.
Being open minded and comfortable with change is an important attribute 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. That said, the team are supportive of each other and wellbeing, including a good work-life balance, is important to us.
This is a full time post (35 hours per week, worked Monday to Friday with occasional weekends), 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
- Experience of leading teams in a busy customer-facing environment.
- Demonstrable experience of delivering exceptional user, customer or student experience and outcomes
- Experience of using a coaching approach in delivering support or people management
- Experience of using digital systems and adopting technological enhancements and innovation
- Knowledge of the global online education market and distance learner experience
- 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
- Qualification in people management / leadership or related subject
- Experience working directly with online distance learners
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 will be held on 1st September in person at the Waterloo Campus.
Grade and Salary: £38,482 - £43,249 per annum including London Weighting Allowance
Job ID: 121229
Close Date: 13-Aug-2025
Contact Person: Alice Ludgate
Contact Details: alice.ludgate@kcl.ac.uk
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