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What you need to demonstrate when you apply

To be considered for this role, here are the skills/experience we’re looking for:

Essential Criteria

Qualifications/Experience

1. Five GCCEs at least Grade C or Level 4 (or equivalent), including English Language and Mathematics, or equivalent experience.
2. Experience of working in a team delivering customer-focused administrative services to ensure the delivery of high-quality services.
3. General administrative experience in an office environment.
4. Experience of managing time and a varied workload to meet deadlines.

Skills/Abilities/Knowledge 5. Good spoken and written communication skills. 6. Good digital skills including experience in using digital devices and apps including the internet, email, digital communication tools, and Microsoft 365 applications. 7. Committed to training/continuing professional development. 8. Ability to solve problems as part of a team and resolve straightforward issues. 9. Ability to provide advice and guidance to a range of colleagues and customers. 10. Proven track record in a similar role, including customer care and administrative support in a similar environment. 11. Good standard of organisational skills and ability to use initiative in day-to-day tasks and forward planning.

Desirable Criteria

1. Excellent attention to detail.
2. NVQ level 3 in a relevant discipline.
3. RSA level 2 word processing or equivalent.

How to Apply

We prefer to receive applications online, and to be considered at the shortlisting stage, you will need to submit both of the following:

• CV.
• A covering letter, which clearly demonstrates, with specific examples, how you meet all the essential criteria within the Person Specification. This can also be provided as a separate statement.

We will update you about your application at various points throughout the selection process, via automated emails from our e-recruitment system. Please check your spam/junk folder periodically to make sure you have not missed any of our updates.

Who to contact for more information

If you would like to have a chat or ask any questions about the role or if you are struggling to complete the application process, Louise Bellenger, Reception Helpdesk Manager, louise.bellenger@durham.ac.uk, would be happy to speak to you.

Typical Role Requirements

Here are the kind of activities that you’ll be asked to undertake and ways in which you’ll be expected to operate.

Service Delivery

• Provide an excellent and timely service to our students, your colleagues and anyone else you come across as part of your role.
• Respond to service users, reporting problems relating to the University’s estate and facilities, reacting promptly to all works requested via a range of communication routes, in accordance with procedures.
• Log, record and pass on information for use by others.
• Carry out some tasks that may require specialist skills.
• Follow established procedures when carrying out your role varying when necessary or referring to more senior colleagues.
• Collect, organise and record data and information accurately for use by others.
• Gather and collate data and information, including feedback, for others to use for evaluation and decision-making.
• When carrying out your role, apply relevant industry and regulatory standards.
• Use standard office-based devices and applications such as word, excel and power point to deliver services.
• Look after yourself and others by following health and safety regulations, being aware of any hazards and risks and reporting any incidents.
• Follow University identification and security procedures when dealing with stakeholders new to a service area.
• Follow established security protocols when dealing with other staff that are new to an area of work.

Teamwork/Liaison

• Help your colleagues when required with other key activities undertaken within your service.
• Help and cooperate with the rest of your team on operational matters to help achieve shared objectives.
• Liaise with staff in other areas to ensure services are being delivered in an efficient and collaborative way.
• Help team members review and update risk assessments.
• Provide absence and/or additional cover at any of the University’s Reception Helpdesks.

Communication/Personal

• Contribute to equality, diversity and inclusion and the University’s values.
• Liaise with representatives from other teams/service areas, where necessary.
• Liaise with students, offering guidance and support, where appropriate.
• Liaise with internal and external stakeholders, where appropriate.
• Answer calls to the switchboard, providing advice and assistance, as required.
• Follow established procedures to respond to queries and bring any complex issues to the attention of more experience team members.
• Respond to queries and provide information about activities run by the service.
• Learn the skills needed to deliver services in a front-facing customer services environment.
• Any other reasonable duties.

Please note that in submitting your application, Durham University will be processing your data. We would ask you to consider the relevant University Privacy Statement, which provides information on the collation, storing and use of data.

MATERNITY

Appointment to this post is fixed term to cover the substantive post holder’s maternity leave and is not anticipated to be extended.

SECONDMENT

The post is full time, fixed term until 11th June 2027 and may be offered on an internal secondment basis subject to the agreement of the current line manager.

If an internal member of staff is appointed to this role on a secondment basis, for pension purposes this will be processed in line with Step-Up arrangements. For further details please click here.

Durham University is a UKVI sponsor. Applicants who require sponsorship to work in the UK should note that not