Business Process and People Services, College Development Coordinator

Durham, United Kingdom
Thursday, 7 January 2021
End of advertisement period
Thursday, 4 February 2021
Contract Type
Fixed Term
Full Time

Stephenson College

Grade 5: - £22,417-£27,511
Fixed Term - Full Time
Contract Duration: 12 months
Contracted Hours per Week: 35
Closing Date: 04-Feb-2021, 7:59:00 AM

Job Family: Business Process and People Services

OUR CHARACTERISTICS: We are a globally outstanding centre of teaching and research excellence, a collegiate community of extraordinary people, in a unique and historic setting.    

OUR VALUES: We are inspiring, challenging, innovative, responsible and enabling.

Durham University

Durham University is one of the world's top universities with strengths across the Arts and Humanities, Business, Sciences and Social Sciences. We are home to some of the most talented scholars and researchers from around the world who are tackling global issues and making a difference to people's lives.

The University sits in a beautiful historic city where it shares ownership of a UNESCO World Heritage Site with Durham Cathedral, the greatest Romanesque building in Western Europe. A collegiate University, Durham recruits outstanding students from across the world and offers an unmatched wider student experience.

Durham University seeks to promote and maintain an inclusive and supportive environment for work and study that assists all members of our University community to reach their full potential. Diversity brings strength and we welcome applications from across the international, national and regional communities that we work with and serve.

It is expected that all staff within the University:

  • Contribute to our learning culture by engaging in mentoring, training and coaching.
  • Positively contribute to fostering a collegial environment; as well as demonstrating commitment to equality, diversity and inclusion.
  • Have due regard to Health and Safety requirements appropriate to grade and role.

Family key attributes

Roles in this family provide a comprehensive service and deliver the efficient administration and governance of the University.

Overall family purpose

  • Deliver direct and indirect services to stakeholders.
  • Provide advice and answer queries as part of an enquiry-desk/help-desk function.
  • Respond to and manage requests for information and resources.
  • Deliver services to meet regulatory requirements and procedures. 
  • Plan and deliver a joined-up approach to University business and people services.
  • Align business processes and services to meet operational and strategic policy objectives.  
  • Deliver business processes to ensure effective management, governance and the economic viability of the University. 
  • Encourage, collaborate and participate in the development of productive cross-institution relationships and working.
  • Provide excellent professional services that meet strategic and operational goals and business needs.
  • Carry out monitoring, analysis, development and planning to design new services and service updates for continuous improvement whilst meeting changes in regulations.
  • Engage with specialist professionals, consultants, and suppliers to exchange knowledge and facilitate partnership working.
  • Work collaboratively and network across the University with staff in other families to ensure a smooth, timely and high-quality delivery of service.
  • Align and deliver programmes and activities to meet operational and strategic objectives to enhance the stakeholder experience.
  • Engage and encourage participation with external professionals, schools, alumni and donors.

Link to key strategic plan

  • An economically sustainable approach to delivering Professional Services across the University;
  • A joined-up approach to University professional services, regardless of location or line management;
  • A culture and practice of continuous improvement; 
  • Design services that meet business need;
  • A stakeholder-focused orientation, offering satisfying careers to all staff;
  • Support and facilitate programmes that offer intellectual challenge, cohesiveness and a strong sense of progression;
  • Ensure that an increasingly diverse workforce is treated equally, fairly and with respect, and that all staff are demonstrably valued and actively engaged.

The Department and role purpose

Stephenson college is one of Durham University's seventeen Colleges.  It provides a sense of community at a more human scale within the larger University, an enormous variety of student-led activity, and a natural place for interdisciplinary connection and conversation, as well as a physical home for many students.

The role’s purpose is central to the effective provision of community and student development at Stephenson College.  By engaging positively with students and maintaining fruitful working relationships with key stakeholders (including the JCR and MCR), every aspect of College life and the Wider Student Experience will be supported, meaning students can enjoy the best possible Durham University experience.

Core responsibilities

  • Act as more knowledgeable team member with some oversight and responsibility for team members.
  • Resolve queries and requests for information and advice and escalate more specialist and complex queries or issues to more experienced team members.
  • Provide advice, guidance and training where necessary to less experienced team members to disseminate and share practice.
  • Contribute to the ADR process, assisting with the identification of development needs where appropriate.
  • Supervise the implementation of changes to student service procedures and practice.
  • Contribute to collaborative decision making within the team with joint planning and team objectives to meet excellence in the student experience.
  • Provide feedback to team members about the monitoring and achievement of team objectives and performance expectations.
  • Work collaboratively across the organisation and/or externally with colleagues and stakeholders to deliver an excellent student experience.
  • Provide guidance and advice to resolve problems and queries for a broad range of service users.
  • Plan and organise own workload and activities for others with or without involvement with other project work streams.
  • Organise and schedule resources, activities and events.
  • Analyse work activities to ensure the effective and efficient use of capital and consumable equipment and resources.
  • Liaise with contacts internally and possibly externally to build links to pass on information for effective working.
  • Advise others and make recommendations into work processes and procedures for consideration by senior management to improve services.

Role responsibilities:

  • Deliver support services to ensure the effective and efficient running of business processes and systems.
  • Monitor and evaluate service delivery to ensure compliance with regulatory and professional procedures and standards.
  • Collaborate with colleagues across professional and administrative areas to ensure seamless service provision for students.
  • Monitor data accuracy checks to identify anomalies and ensure the integrity of data and information.
  • Update data and information on systems and media for recording, storing, communicating and informing service users and team members.
  • Work with internal and external partners to deliver cross-functional administrative, business and financial work streams.
  • Work with internal and external partners to deliver cross-functional services and activities.
  • Accurately record information and data and disseminate within internal networks including committees, the SCR, MCR and JCR.
  • Contribute to the development of College to better the Wider Student Experience for students.
  • React appropriately and effectively to student crises, including liaison with internal and external contacts as appropriate; Use judgement as to when an issue needs to be escalated to a more senior member of staff.
  • Collate and disseminate information appropriately to staff and students, using a range a media, in particular the College’s web site and twitter feed.
  • Provide organization and administration of College events, liaising with external providers as required.
  • Administer the College’s minor purchasing, petty cash and Barclaycard account to support College Development Programmes, in liaison with the Central Finance Office.
  • Support the College’s role in marketing the University, attracting, welcoming, registering and housing new students.
  • Maintain the College’s database, student records and student email lists in line with the University’s Data Protection Policy. Prepare relevant reports as requested to College Officers and team members.
  • Undertake any other duties commensurate with the grade as directed by the Principal or Vice-Principal.

Specific role requirements  


  1. Excellent IT skills, including the use of the full range of Microsoft Office applications, demonstrable experience of Microsoft Access use and of Web Page editing and development  
  2. Good educational background with a minimum 5 GCSEs Grade C or above (or equivalent) to include Maths and English  
  3. RSA/OCR/NVQ Admin level III or equivalent administrative experience  
  4. High-level communication skills, both verbal and written  
  5. Excellent interpersonal skills, with an ability to relate to staff and students positively, showing warmth, empathy and sensitivity  
  6. Excellent organisational skills, with proven ability to manage multiple tasks concurrently and under pressure  
  7. Ability to exercise a high degree of judgement, autonomy and personal initiative whilst respecting confidentiality  
  8. Experience of working directly with students in a higher education context and a clear understanding of the range of pastoral care and support needs of students  
  9. Excellent team working skills, with a willingness and commitment to work flexibly and collaboratively (including occasional evening and weekend work)  


  1. A first degree  
  2. Knowledge of academic procedures (to include concessions, academic progress notices, appeals)
  3. A working knowledge of data protection and confidentiality policies in a Higher Education context  
  4. Experience of working with undergraduate and/or postgraduate students in relation to pastoral care issues  
  5. Experience of working in a College environment  
  6. A good working knowledge of Banner and ODBC (or equivalent)  

Recruiting to this post

In order to be considered for interview, candidates must evidence each of the essential criteria required for the role in the person specification above (including those listed in the section ‘Realising Your Potential Approach’).

In some cases, the recruiting panel may also consider the desirable criteria, so we recommend you evidence all criteria in your application.    

Please note that some criteria will only be considered at interview stage.

How to apply   

We prefer to receive applications online. 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 https://www.dur.ac.uk/ig/dp/privacy/pnjobapplicants/ which provides information on the collation, storing and use of data.  

What you are required to submit

  1. A CV; 
  2. A covering letter which details your experience, strengths and potential in the requirements set out above;
  3. Examples of how you satisfy both the person specification and the Realising Your Potential Approach criteria. This may require completion of the 'Supporting Evidence' application section if specified by the recruiting manager. Please ensure you give detailed examples of how you meet these criteria if requested. 

Please ensure that you submit all documentation listed above or your application cannot proceed to the next stage.    

Contact details:   

For further information please contact: Lou Gildersleeve (louise.v.gildersleeve@durham.ac.uk)    

At Durham University, our aim is to create an open and inclusive environment where everyone can reach their full potential and believe our staff should reflect the diversity of the global community in which we work. 

We welcome and encourage applications from members of groups who are under-represented in our work force including people with disabilities, women and black, Asian and minority ethnic communities.  

We will notify you on the status of 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 ensure you receive all emails      

Person specification - skills, knowledge, qualifications and experience required    

Essential Criteria  

Excellent oral and written communication skills and the ability to develop effective working relationships, both internally and externally.
Proven IT skills, including use of Microsoft Office.
Five GCSE’s at least Grade C or level four (or equivalent) including English Language and Mathematics (or equivalent experience). 
Evidence of personal development to maintain skills.
Post-16 qualification or equivalent experience.
Relevant administrative experience in a busy office environment. 
Demonstrable ability to proactively work with team members to ensure the delivery of high quality services.
Demonstrable ability to provide advice and guidance to a range of customers and colleagues.
Experience of working on the front line with service delivery, and the ability to work under pressure and meet tight deadlines without compromising on quality.
Ability to solve problems as part of a team and resolve issues, plan solutions and make pragmatic decisions.
Ability to effectively network and exchange advice and information for development purposes.  
Demonstrable supervisory experience.    

Realising Your Potential Approach

DBS Requirement: Not Applicable.

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