Process Improvement And Transformation Senior Officer Job - London - Central | Customer Service & Call Centres

Job Description

About the Role

We are looking for a passionate candidate who can support process and service improvements within teams managing student enquiries, ensuring we are delivering a high-quality, supportive service to our diverse student population. Drawing on methodologies from process improvement, continuous improvement, and user experience data and feedback, you will help us deliver an inclusive and high-quality enquiry management service.

As a senior officer you will bring together different sources of business data, inclusive practices, and colleague expertise by working effectively with stakeholders across different teams, facilitating positive discussion and generating enthusiasm for change while championing the user voice in decision making.

You will be supported to develop your skills in process improvement and transformation methodologies and encouraged to take responsibility for your own performance and development, through agreeing clear objectives, maintaining professional awareness, participating in professional networks and reflecting on your own performance.

This is an exciting opportunity for candidates looking to focus on the intersection between people, culture, processes, and technology in a challenging and complex environment, within a major higher education organisation.

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.

Key Responsibilities

Assist in creating process maps and other documentation to support the identification of areas for improvement.
Support the implementation of process improvements and transformations through effective change management.
Collaborate with teams across the university to collect data, feedback and insights for process evaluations to ensure successful integration of new processes and improvements to existing processes.
Participate in training sessions to develop a solid understanding of improvement tools and techniques.
Provide support in maintaining records and documentation related to improvement projects.
Assist in communicating progress updates to relevant stakeholders.
Act as a champion for process improvement and transformation work alongside the student enquiries team, contributing to its continuous development.

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.

Our Expectations

There are a number of duties and responsibilities that we ask all employees to be familiar with and adhere to.

We ask that the successful candidate:

Positively contributes to an environment at King's that truly represents our Principles in Action and where every individual feels safe, secure and supported.
Always complies with the requirements of health and safety regulations to ensure their own wellbeing and that of their colleagues.
Has an understanding of sustainability, including its impact on the University and the work we do, and engages in sustainable practices in the workplace.
Ensures they are working in a safe environment, where they comply with our Health and Safety regulations and ensure confidentiality, only releasing confidential information obtained during the course of employment to those acting in an official capacity.
Complies with Kings protocols on the appropriate use of telephone, email and internet facilities.

Equal opportunities

Equality, Diversity & Inclusion are central tenets of King's Vision 2029 which sets out the roadmap for King's ambition to provide an exceptional student experience and to be an employer of choice. Integral to this is ensuring equality of opportunity and outcome, recognising, celebrating and improving our diversity and inclusion.

As a responsible employer we aim to provide and promote a positive working, learning, and social environment which is free from prejudice, discrimination and any forms of harassment, bullying or victimisation. Our commitment to inclusion means that King's aims to create an environment where differences are not just respected, but also valued and celebrated. Everyone should be able to bring their whole self to King's.

All King?s students, staff and affiliates are responsible for meeting these commitments to value diversity and create an inclusive environment. King's will support and equip all members of its community to do this, embedding inclusion throughout the university's policies, procedures, and practices.  

Qualifications

NONE

Skills

Essential

Relevant work experience and/or education.

An interest and experience in process improvement, and an eagerness to learn process improvement and transformation methodologies such as Lean or Six Sigma concepts.

An analytical mindset, you will have the aptitude and desire to learn the tools used to gather and manipulate data so that it can be interpreted by yourself and others.

Excellent oral and written communication including the ability to present straightforward and more specialised information to a range of different audiences.

Ability to establish and proactively build professional working relationships with other teams and stakeholders, and to help build enthusiasm for and effectively manage positive change.

Experience of taking responsibility for your own decision making, resolving problems that arise, consulting with others where required with diplomacy and tact.

Commitment to equity, equality, diversity and inclusivity in your own learning and ways of working and ensuring any specific training needed for your role is undertaken.

Desirable

An understanding of Lean Six Sigma

MORE JOBS LIKE THIS

Inclusive Careers Education Ambassador

Please note: to apply for this role you must be a student or recent graduate from the Informatics, Engineering, Physics, Chemistry or Mathematics Departments at King's College London. BSc Natural Sciences students based in the faculty of Natural, Mathematical & Engineering Sciences are also welcome to apply.

You must be available to work at least 35-40 hours in total between June 2025 and January 2026 (with a month off in August) and including at least 1-2 hours per week during Autumn term 2025. The role will involve a mix of online and on-campus work.

About us:

The Careers & Employability Team at King's College London is a large team of professionals supporting King's students and recent graduates with their career and employability journeys. We are working to improve our inclusive practice, by co-creating inclusive careers education programmes with students, based on an awareness of marginalisation, oppression and discrimination. As an Inclusive Careers Education Ambassador (ICEA) you will have the opportunity to help shape our work and to support your fellow students in the Faculty of Natural, Mathematical and Engineering Sciences with building their futures. 

The Role:

Inclusive Careers Education Ambassadors (ICEAs) are ten King's College London students and recent graduates in the Faculty of Natural, Mathematical and Engineering Sciences (NMES) who are supported by the Careers & Employability team to deliver careers education activities to their peers that draws from an understanding of lived experiences of marginalisation such as ethnicity, disability and gender.

The careers education activities are co-created by the ICEAs and could include workshops, drop-ins, in-lecture shout-outs, digital resources or more. ICEAs will be paid for a total of 35 - 40 hours each on the project, including training and planning in a group with other ambassadors and the Inclusive Careers Project Officer, with support from a Careers Consultant.

There are ten ICEA roles currently available across all five departments in total, five of which are for students or recent graduates from the departments of Chemistry, Informatics, Engineering, Physics and Maths at King's College London eligible for our Careers+ programme . The other five are open to any students or recent graduates from the departments of Chemistry, Informatics, Engineering, Physics and Maths at King's (including UK-domiciled or international students). BSc Natural Sciences students based in the faculty of Natural, Mathematical & Engineering Sciences are also welcome to apply. The roles are fully supported by the Careers & Employability team and will make a big difference to many students, helping them shape their career plans and feel a sense of belonging within an inclusive careers education community.

Careers+ eligibility is detailed on our KEATS pages.

Main duties:

Participating in training in June and September 2025 (example training topics: careers & employability resources; inclusive education; creating digital content).

Meeting as a group to co-create and deliver careers education activities for Autumn 2025 (activities could include: workshops, panel events, social media interactions, video interviews, in-lecture shoutouts, drop-ins and more).

Marketing careers activities to students in each department.

Requesting, collecting and analysing feedback and attendance figures, and presenting the results.

Hours and training

Paid training will take place in June and September 2025. There will be 4 training sessions to attend during this time. One will be a compulsory on-campus training day, and the other three will be online at lunchtimes (also compulsory). It is crucial to attend all the training.

Provisional dates and times for training:

Session 1 - Wednesday 11th June, 10.00-16.00 BST. On campus (Strand)

Session 2 - Thursday 19th June, 12.00-13.30 BST. Online

Session 3 - Tuesday 9th September, 12.00-13.30 BST. Online

Session 4 - Wednesday 10th September, 12.00-13.00 BST. Online

These sessions are all compulsory training and you will be paid for your time.

This role is for around 35 - 40 hours across the whole project (not 35 - 40 hours per week!) and while we would like you to attend all the training sessions, other parts of the role can be undertaken at flexible times to suit you and your fellow Inclusive Careers Education Ambassadors.

Application process:

Please apply via King's Talent Bank, answering the yes/no questions and providing a cover letter (supporting statement) as described below.

The King's Talent Bank application process allows you to enter a cover letter and this is where your supporting statement should be entered. Our suggested length for the supporting statement is 300-600 words. We suggest you copy and paste the full job description into a separate document file and write your cover letter (supporting statement) there, so you are able to easily address the points below, then submit via the King's Talent Bank platform.

Please do not include a CV with your application.

King's Talent Bank questions:

Are you available to work for 35 - 40 hours in total between June 2025 and January 2026, including during Autumn term 2025? (Yes/No)

Are you eligible to register with King's Talent Bank, including holding a UK bank account? (Yes/No)

Are you a student or recent graduate from the Department of Informatics, Chemistry, Mathematics, Engineering, Physics or Natural Sciences at King's College London? (Yes/No)

Have you read the job description for this role carefully and prepared the requested cover letter? (Yes/No)

In your cover letter (supporting statement), please aim to address the following points:

Why you want to become an Inclusive Careers Education Ambassador.

A career-related activity (e.g. a workshop, talk, appointment, interview, part-time work or internship/job) you have participated in and what you learned.

An idea for how you might engage your fellow students in career-related activities (e.g. in a workshop or on social media) with a focus on equality, diversity and inclusion.

We particularly welcome applications from students and recent graduates who are disabled, LGBTQ+, first generation at university, women in STEM, Black or Ethnic Minority Heritage, care experienced, or candidates who are or have been young carers, as they are traditionally under-represented in UK Higher Education. Please refer to our pages for specific careers resources on declaring disabilities and information for students from underrepresented backgrounds.

You can see some of the work of past Inclusive Careers Education Ambassadors on our KEATS pages. To ask questions about the role contact Laura Oxley, or Catherine Alcraft, Careers Consultants.

Qualifications

None

Skills

Essential criteria:

You must be an Undergraduate, Postgraduate Taught or Research student currently registered in the Engineering, Physics, Informatics, Chemistry or Mathematics departments at King's College London, or a recent graduate from one of these departments. BSc Natural Sciences students based in the faculty of Natural, Mathematical & Engineering Sciences are also welcome to apply.

Eligible to register with King's Talent Bank [2], holding a UK bank account, and available to do 35-40 hours of work between June 2025 and January 2026 (with August off), including at least 1-2 hours per week during Autumn term 2025.

Some experience of participating in or attending careers activities, such as applying for spring weeks, internships, part-time or full-time roles; entrepreneurship activities; attending careers appointments and/or events.

Enthusiasm for inclusive education and awareness of the experience of students who are traditionally under-represented in UK Higher Education such as disabled students, mature students, LGBTQ+ students, women in STEM, Black or Ethnic Minority Heritage students or recent graduates.

Desirable criteria:

Experience communicating confidently with diverse audiences.

Experience being proactive, working independently and in a team.

[2] King's pays temporary staff via King's Talent Bank and therefore you must have a UK bank account to be apply for this role. Please note that King's Talent Bank will require applicants to demonstrate that they are eligible to work in the United Kingdom.

What will I gain from the role?

Note: The skills and experiences you gain from this role will depend on what you'd like to focus on you'll have the opportunity to co-create activities you feel will be helpful to your peers. 

During this role you may have opportunities to develop your:

Understanding of how people learn and ways to deliver inclusive educational activities;

Experience working within a team, networking, and working independently;

Experience co-creating and delivering peer-to-peer educational activities;

Communication skills such as writing, presenting and marketing;

Self-reflection skills about careers and employability;

Collecting and analysis of feedback and reporting results.

You may also have the opportunity to:

Present to stakeholders such as King's students and staff;

Take part in King's Experience programmes;

Work with student societies on collaborative activities;

Design online education resources;

Help with training for next year's cohort.

Institute For AI External Event Ambassador

£36,562 - £36,562

London - Central

Hospitality, Catering & Events

Temporary / Interim

Represent the King's Institute for Artificial Intelligence at an external event taking place in Plymouth for local businesses and councils. Promote the collaboration opportunities available to external organisations and the benefits that working with the King's Institute for Artificial Intelligence can bring. Read briefing documents in advance of the event and be able to speak with conviciton about King's strengths in Artificial Intelligence, particularly those relevant to the concerns of external organisations including SMEs - for example, responsible innovation and ethical adoption and deployment.

Qualifications

Educated to degree level (essential)

Completed or working towards a PHD in AI or a closely related field.

Skills

A broad grounding in artificial intelligence and a good general knowledge of artificial intelligence.

A sound understanding of some of the concerns of SMEs and other external organisations in AI adoption and deployment

A good understanding of the aims and purpose of the King's Institute for Artificial Intelligence, and its activities.

Experience of working with the King's Institute for Artificial Intelligence.

Experience of working with SMEs and external learners in the delivery of online professional development courses.

Workshop Assistant

Around 20 hours are available for assisting with drafting of workshop report. Candidate needs to be available to attend workshop at King's College London (Strand Campus) on April 8th 2025 (event starting at 9:30 am and finishing around 5:30pm). Must have experience in taking notes and using these to summarise discussions and draft report.

Qualifications

BA or MA or PhD in social sciences or arts and humanities field

Skills

Excellent written and oral communication skills
Experience in taking notes (for example in meetings, lectures, conferences, etc.)
Ability to summarise discussions in a concise and coherent way
Ability to write reports

SEE ALL JOBS

MORE JOBS LIKE THIS

Inclusive Careers Education Ambassador

32546 - 32546

London - Centra

Higher Educatio