Online Student Success Advisor

As an Online Student Success Advisor at King's College London, you will be the digital face of our commitment to excellence. Your mission is to champion an exceptional, front-line experience for our global community of online distance learners. We believe that remote learning shouldn't feel distant. You will be a dedicated, one-to-one point of contact for a caseload of Postgraduate Taught (PGT) students, building the strong, personalised relationships that turn a degree into a lifechanging journey. From their first login to their proud graduation, you will be their advocate, identifying when a student is struggling, providing differentiated support, and using coaching to ensure every student stays on track to succeed. You will collaborate digitally with faculties and departments across the University, ensuring our online learners feel every bit as connected to the King's legacy as those on campus. This is a fully remote role for someone based in the UK, allowing you to deliver world-class support from your own professional home environment. This will be offered on an indefinite contract. We support a global community of learners, which means we've moved beyond the 9-to-5. Our Advisors work a 35-hour week on a rotating "5 over 7" pattern between 7 am and 7 pm. Our Advisors who work remotely can be based anywhere in the UK, with occasional travel to our London office. We view this flexibility as a mutual benefit: Rotas are shared well in advance, allowing you to bridge your professional goals with your personal life. Occasional shifts on weekends or early/late starts mean you'll often have dedicated time off during the week. By working outside of standard peak hours, you'll experience "quiet zones" to focus on your work without constant notifications. When your shift ends, the team ensure a seamless hand-over so you can fully recharge As founding members of this new remote team, your wellbeing is our priority. We provide structured digital 1:1s, a weekly 'Wellbeing Hour', and intentional social check-ins. You will be part of a team that values your autonomy while ensuring you never feel isolated., The Equality Act of 2010 protects the rights of our students and staff and provides a framework to fulfil our duties to eliminate unlawful discrimination, harassment and victimisation and in addition, to advance equality of opportunity and foster good relations between those who share a protected characteristic and those who do not. At times, this will include balancing rights and beliefs that can feel in tension. We are committed to free speech and to academic freedom, believing that our foundational purpose as a university, is to create spaces where a wide range of ideas, including ideas that are controversial, can be discussed and debated, and where members of our community can express lawful views without fear of intimidation, harassment or discrimination. When engaging in the robust exchange of ideas, we ask that our community is mindful of our Dignity at King's guidance. 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 person specification section of the job description. 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. Artificial intelligence (AI) is evolving rapidly, and we recognise its growing role in professional work. Applicants may use AI tools to support preparation of their application, for example to research the role or structure written responses. However, applications must reflect the applicant's own work and experience. AI tools should not be used during interviews or assessment activities unless this has been agreed in advance as a reasonable adjustment. Further guidance on the use of AI in recruitment can be found here. We reserve the right to close adverts early due to the volume of applications we receive. While the closing date may change, all adverts will close at 23:59 to allow sufficient time for applications to be submitted on that day. We encourage you to apply at the earliest opportunity to avoid disappointment as once we have closed a vacancy you will be unable to submit your application. To find out how our managers will review your application, please take a look at our ' ' pages. Interviews are due to be held on 12th October 2026, via Teams.

Essential Criteria

• The Remote Mindset: Proven ability to work autonomously, maintaining high levels of motivation and organisation without direct in-person supervision.
• Digital Relationship Building: Exceptional communication ski ls with the ability to convey empathy and authority through digital channels (email, calls (including video), and CRM).
• Problem Solving in Ambiguity: An ability to navigate complex enquiries where the answer isn't always immediate, handling everything from student successes to sensitive complaints.
• Technical Proficiency: Strong working knowledge of MS 365 (such as Teams, Outlook, Excel) and a high degree of "digital comfort" when learning new student record systems.
• Operational Excellence: High attention to detail and a commitment to accurate record-keeping to ensure seamless continuity of care between teams and an exceptional, world-class student experience.
Desirable Criteria
• The Online Learner Perspective: An understanding, through experience, of the unique challenges faced by Master's-level distance learners (e.g., balancing study with professional/family life).
• Remote Working: Prior experience working in a fully remote or hybrid team, with a track record of successful collaboration in a virtual setting.
• Customer Excellence: A relevant qualification or equivalent experience in a high-contact customer service environment.
  
  Strategy 2030, the overarching strategy of King's, articulates a bold ambition for the institution to be a leader in online education by the end of the decade. To achieve this objective, King's Digital has been formed - a professional service of the university that provides centralised support to and oversight of online learning activity across King's. The department has three divisions: content production; operations; and student success. The Student Success function was established in 2024 and provides a dedicated, non-academic, coaching and advising service to all online learners at King's, spanning 1-1 support and community engagement. This is an exciting time to join a rapidly growing and ambitious, professional team, and a unique opportunity to help shape a facility that supports thousands of students around the world enrolled across an expanding portfolio of innovative, in demand online programmes., At King's, we believe that the diversity of our community and a culture that is welcoming, open, inclusive and collaborative, are great strengths of the university.
  
  Grade and Salary : £29,588 - £33,002 per annum Job ID : 158649