Senior Student Content Officer – INTERNAL ONLY

Job id: 073788. Salary: £36,532 – £41,299 per annum, including London Weighting Allowance.

Posted: 29 August 2023. Closing date: 12 September 2023.

Business unit: Students & Education. Department: Student Engagement.

Contact details:Justina Gapper – Head of Student Content Management. [email protected]

Location: Strand Campus. Category: Professional & Support Services.

THIS VACANCY IS OPEN TO INTERNAL APPLICANTS ONLY

Job Description

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.

Student Knowledge & Information is 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, to ensure a coherent and seamless student experience and effective administrative processes, working closely with King’s faculties to do so.

About the Role

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. Remits include:

• Student Operations (e.g. exams, timetabling, graduation)
• Student Services (e.g. counselling, disability, wellbeing)
• Student Success (e.g. underrepresented groups)
• Community Building (e.g. student news)
• Mobile Apps

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.

We encourage applications from candidates who have experience from both within and outside of the Higher Education sector where they can demonstrate the skills needed to succeed in this role.

This is currently a hybrid working role with both work from home and on campus. The role will be based in our department, on the Strand campus.

Key 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. 
• 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.  

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

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.

Experience of planning and delivering multi-channel communications campaigns.

Experience creating engaging content for different platforms and using customer relationship management (CRM) systems and/or content management systems (CMS) for delivery.

Experience in collaborating well with a diverse range of internal and external stakeholders, showing diplomacy and tact.

Excellent organisation skills and ability to plan ahead across an annual cycle.

Ability to use initiative and creativity in identifying and solving problems.

Ability to analyse, interpret and report on complex quantitative and qualitative data.

Ability to both independently manage own workload (supported by and actively communicating with line manager) and collaborate effectively with the team.

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.

Knowledge of and enthusiasm for higher education and improving the student experience.

Effective knowledge of key programmes in the Microsoft Office suite like Outlook, Word, Excel, PowerPoint and Teams.

Desirable criteria

Experience of planning and delivering automated student (customer) email journeys in customer relationship management (CMS) software, ideally Microsoft Dynamics.

Experience of using Microsoft Dynamics as a content management system (CMS) and/or Contensis CMS.

Experience of delivering an excellent service in a pressurised, high-volume customer service-driven environment.

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.

Further information

Please submit a personal statement when applying for this vacancy, clearly setting out how you meet the essential criteria, as this is how we shortlist applications. Learn more about how we recruit, including tips on writing your application and supporting statement on our website:  https://jobs.kcl.ac.uk/gb/en/applying

Interviews will be held using Microsoft Teams and will consist of competency-based questions linked closely to the essential and desirable criteria mentioned here.