Student Support & Service Desk Advisor

King's Service Centre; Newquay; Hybrid; GBP 22,000 - 29,000; Full time

Benefits offered by this job

Hybrid Working (min 5 days in office)

Performance bonus (10%)

28 days + bank holidays leave (pro‑r‑r

Pension scheme

Life Assurance

Job summary

King's College London is seeking a Student Enquiries Advisor to deliver world-class 1st line support for student inquiries via multiple channels, supporting the student lifecycle from application to graduation.

You will work in a Newquay-based service desk, engaging with current students, alumni, and third parties, and contribute to high levels of customer satisfaction while meeting KPIs.

Qualifications

• Experience in a Service Desk environment or customer service role.
• Strong interpersonal, influencing and communication skills.
• Ability to adapt quickly to changing technologies and processes.
• Experience handling enquiries within a customer-focused information and guidance service.
• Proficiency with Microsoft 365 and CRM systems.
• Confidentiality and GDPR awareness.
• Full driving licence or mobility to Quintdown office within 60 minutes.

Responsibilities

• Provide world-class 1st line support to student enquiries received via online forms, phone, and web chat.
• Manage inbound enquiries and service requests, and maintain knowledge resources.
• Deliver personalised customer service and contribute to KPIs.
• Support the student lifecycle from application to graduation.
• Collaborate with colleagues to share knowledge and improve service.

Skills

Service Desk experience

Customer service

Interpersonal skills

Adaptability

IT troubleshooting

Microsoft 365

CRM systems

Time management

Decision making

Teamwork

Empathy

Learning mindset

GDPR awareness

Driving licence / mobility

Tools

Microsoft Dynamics 365 CRM

Job description

King's College London is seeking a Student Enquiries Advisor to deliver world-class 1st line support for student inquiries via multiple channels, supporting the student lifecycle from application to graduation.

You will work in a Newquay-based service desk, engaging with current students, alumni, and third parties, and contribute to high levels of customer satisfaction while meeting KPIs.