Accommodation & Commercial Services
Grade 5: - £22,417 - £25,941
Fixed Term - Full Time
Contract Duration: 9 months maternity cover
Contracted Hours per Week: 35
Closing Date: 27-Feb-2020, 7:59:00 AM 

The Department and role purpose

The Estates and Facilities Directorate provides a number of essential services to Durham University and is responsible for managing, maintaining and developing the infrastructure and building fabric of the various campuses, including:

• maintaining and regularly reviewing a maintenance programme which takes account of short, medium and long term needs of all buildings and University grounds;
• implementing the works identified and funded within the various maintenance programmes and operating a system for dealing with day-to day requirements, including the provision of an out-of-hours emergency service;
• providing a professional, technical service to the University for the design, construction and procurement of new buildings and adaptation works to existing buildings;
• identifying and recording the use of space and advising on ways of increasing space utilisation;
• property and asset management;
• acquisition and disposal of built environment related assets;
• procuring and managing utilities and services;
• providing postal, delivery and security arrangements and advice to the University; and
• the delivery of a wide-range of customer-facing services, including: contract management; estates and facilities relationships management; housekeeping and cleaning, business resilience, event management; reception helpdesk; university retail; business support; health and safety; and management information.

Event Durham is the University’s Conference and Tourism team, responsible for delivering a wide range of services, including but not limited to: residential conferences, conference and meetings, weddings, B&B accommodation, etc.

The Event Durham Coordinator (Corporate Events) will be responsible for providing a consistently high-level of customer services; coordinating a seamless event management service, primarily to senior colleagues within the University, such as the Vice-Chancellor’s (VC) Garden Party and private dining for our major funders; supporting the achievement of University strategies.

Core responsibilities:

• Act as more knowledgeable team member without responsibility for team members.
• Plan and organise own workload with or without involvement with project work streams.
• Resolve queries and requests for information and advice and escalate more specialist and complex queries or issues to more experienced team members.
• Respond to stakeholder needs and enquiries to deliver and shape an excellent stakeholder experience, converting business through proposal, negotiation and contractual agreements.
• Apply theory and practice, from academic and professional development and previous knowledge within a service team.
• Contribute to collaborative decision making within the team with service provision to deliver an excellent stakeholder experience.
• Work collaboratively across the organisation and/or externally with colleagues and stakeholders to deliver a service.
• Provide guidance and advice to resolve problems and queries for a broad range of service users; ensuring all business is booked within agreed parameters.
• Collaborate with team members to implement service alterations.
• Organise and schedule resources, activities and events, using the relevant procedures and systems.
• Identify priorities and monitor processes and activities to ensure success.
• Provide more in-depth independent research and analysis activities within the role.
• Provide demonstrations and instruction to others outside the team.
• Support the capture of business requirements from users and work with colleagues to translate these into recommendations for future service provision.
• Liaise with contacts and participate in networks and communities internally and possibly externally, contributing to effective collaborative 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 delivery of  events that enhance the Durham reputation.
• Monitor feedback and identify service changes to meet service level agreements.
• Collaborate within the service team and across other services to ensure the seamless delivery of events.
• Contribute to service user engagement, promotion and communication activities, events and presentation with or without team members.
• Liaise across the organisation to update and exchange key service information to ensure advice given to users is the most up to date and accurate.
• Implement and update processes and procedures, including related documentation where appropriate.
• Work with internal and external partners and suppliers to deliver cross-functional products and services.
• Accurately record customer meeting/event records in relevant system; capturing feedback and make suggestions and recommendations for improvements.
• Support the management and coordination of activities, conferences and/or events.
• Prepare written reports for consideration by management, where required.
• Any other reasonable duties.

Specific Role requirements

• May be required to work evenings and weekends, as business demands.
• Provide support to other teams within Event Durham, as required.
• Attend all training and development, as required.
• Will be required to wear a uniform.

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 below (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 all of the requirements set out in the Person Specification.
3. The completed questions requested as part of the application.

For external applicants, when evidencing the Realising Your Potential Behaviour Approach elements of the grid, please use examples from your current/previous organisations in instances where the ‘University’ is referenced.

Please ensure that you submit all documentation listed above or your application will not be considered.

Contact details

For further information please contact: Sarah Harrington, sarah.harrington@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.

Job Family: Community, Participation and Engagement Services
OUR CHARACTERISTICS: We are welcoming, collegiate and inclusive.    
OUR VALUES: We are motivated, inquisitive, challenging, rigorous and innovative.

Durham University

Durham University is one of the world's top universities with strengths across the Arts and Humanities, 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 an excellent stakeholder experience for our diverse and supportive community.   

Overall family purpose

• Provide excellent student support services, development and extra-curricular activities.
• Align and deliver programmes and activities to meet operational and strategic objectives to enhance the stakeholder experience.
• Respond to stakeholders at the point of service delivery, either in situ or remotely.
• Facilitate the development of excellent colleague and academic engagement.
• Provide a stakeholder focussed service designed to increase widening participation and diversity.
• Promote the Durham reputation by establishing and broadening national and international community links to enhance the cultural and economic viability of the City and region.
• Enhance the Durham wider student experience by developing extra-curricular activities.
• Contribute to and enhance active, inclusive and supportive communities of stakeholders.
• Work collaboratively and network across the University with staff in other families to ensure a smooth, timely and high-quality delivery of service.
• Engage with suppliers, consultants and specialist professionals to deliver programmes and activities to enhance the stakeholder experience.
• Engage and encourage outreach and participation with external professionals, schools, alumni and donors.
• Engage and network with both internal and external stakeholders to facilitate knowledge exchange and impact through local, national and international communities.  

Link to key strategic plan

• An economically and environmentally sustainable approach to delivering stakeholder focussed services across the University;
• A world-class student, alumni and donor experience;
• Focussed on the needs of all users working together to deliver front-line services as part of the Wider Student Experience;
• Learn from and match best practice in the Wider Student Experience around the world;
• Opening up our world-class sporting facilities to local clubs and athletes;
• Support and facilitate activities as part of the Widening Student Experience at Durham;
• A stakeholder-focused orientation, offering satisfying careers to all staff;
• Ensure that an increasingly diverse workforce is treated equally, fairly and with respect, and that all staff are demonstrably valued and actively engaged.

Person specification - skills, knowledge, qualifications and experience required

Criteria (E – Essential/D – Desirable)

• Excellent oral and written communication skills and the ability to develop effective working relationships, both internally and externally - E
• Proven IT skills, including use of Microsoft Office - E
• Five GCSEs at least Grade C or level four (or equivalent) including English Language and Mathematics (or equivalent experience) - E
• Post-16 qualification or equivalent experience - E
• Relevant industry and professional recognition, and certification of achievement of skills and knowledge - D
• Evidence of personal development to maintain skills - D
• Relevant experience in a similar role/customer services environment - E
• Demonstrable ability to proactively work with team members to ensure the delivery of high quality services - E
• Ability to solve problems as part of a team and resolve issues, plan solutions and make pragmatic decisions - E
• Ability to effectively network and exchange advice and information for development purposes - D
• Ability to contribute to planning at operational level - E
• Relevant sales and coordination experience within a  comparable market - E
• Knowledge of Kx event management and residential system, or similar conference booking system - D
• Relevant knowledge of meetings and event management industry standards and processes - E
• Demonstrable strong customer account development and customer relationship management skills - E
• Demonstrable understanding of knowledge of conference and events management - E
• Relevant knowledge of menu planning, food presentation, banquet and service operations - D
• Proven track record of sales achievement - D
• Excellent attention to detail - E
• Experience of managing multiple projects - E

Realising Your Potential Approach

Providing Excellent Student Services and Professional Support: Providing the best quality service to all our students, customers and stakeholders. Building genuine and long-term relationships, through every day interactions, in order to drive up service standards and to enhance their experience.

1. Seeing things from your customers’ viewpoint.
2. Listening, questioning and clarifying in order to understand students’, customers’ and stakeholders’ needs.
3. Using feedback to drive improvements.
4. Tailoring communication to meet students’, customers’ and stakeholders’ needs.
5. Fostering a continuous improvement philosophy.
6. Delivering consistent service standards

Providing Leadership and Direction: Seeing the work that you do in the context of the bigger picture and taking a long-term view. Communicating vision clearly and enthusiastically to inspire and motivate others.

1. Making links between individual, team, department and University objectives/ strategies clear for others.
2. Giving team members support and advice when they need it, especially during periods of setback and change.
3. Creating momentum and positive attitudes about what needs to be done.
4. Empowering others to take personal responsibility.

Embracing Change: Adjusting to unfamiliar situations, demands and changing roles. Seeing change as an opportunity and being receptive to new ideas

1. Seeking a diversity of perceptions.
2. Encouraging others to initiate and embrace change.
3. Encouraging experimentation and new ways of working.
4. Providing ongoing support and encouragement to others who are developing and testing ideas.
5. Articulating the purpose of change and the context within which change is happening.
6. Adapting approach to respond to changes outside University.
7. Communicating change in a positive manner through influencing and persuasion.

Finding Solutions: Taking a holistic view and working enthusiastically and with creativity to analyse problems and develop innovative and workable solutions.

1. Identifying opportunities for innovation.
2. Supporting others to find their own solutions rather than giving all the answers.
3. Fostering a culture which encourages people to take acceptable risks in pursuing innovation.
4. Coaching and guiding others in developing and implementing innovative solutions.
5. Sharing learning and experience to facilitate others’ decision making.
6. Seeking input from others to develop team solutions.
7. Championing business cases and plans for ideas submitted by members of the team.
8. Encouraging and developing the creativity of others and recruiting and selecting creative people.
9. Giving people the space and freedom to be creative.

Working Together: Working co-operatively with others in order to achieve objectives. Applying a wide range of interpersonal skills.

1. Co-operating willingly to support the achievement of team goals.
2. Using understanding of other people’s perspectives to help reach agreement.
3. Communicating effectively by sharing relevant information and keeping others informed.
4. Recognising and respecting the roles, responsibilities, interests and concerns of colleagues and stakeholders.
5. Proposing and negotiating win-win solutions.
6. Surfacing conflicts early so that they may be addressed.
7. Showing consideration by ensuring that working arrangements, resources and processes respond to different needs, abilities, values and ways of working.

Using Resources Effectively: Making effective use of available resources including people, information, networks and budgets. Being aware of the financial and commercial aspects of the University.

1. Liaising with external bodies, suppliers and other HE bodies in a professional manner in line with responsible University guidance.
2. Being perceptive in identifying the information and knowledge people need and why they need it.
3. Drawing on others’ knowledge, skills and experience.
4. Liaising outside of immediate work area to maximise use of resources within the University.
5. Deploying human resources efficiently, at the right levels; delegating appropriately.
6. Considering costs as part of the equation when planning a development.

Achieving Results: Planning and organising workloads to ensure that deadlines are met within resource constraints. Consistently meeting objectives and success criteria.

1. Taking time to celebrate successes.
2. Winning support of key colleagues and other stakeholders.
3. Demonstrating honesty and integrity by sharing the credit with others.
4. Monitoring progress and providing regular updates.
5. Recognising others’ contribution to the achievement of objectives.

Developing Myself and Others: Showing commitment to own development and supporting and encouraging others to develop their knowledge, skills and behaviours to enable them to reach their full potential for the wider benefit of the University.

1. Giving and receiving feedback in a constructive manner, as part of normal day-to-day work activity.
2. Effectively developing and maintaining personal networks of contacts, where it assists with the role.
3. Ensuring equal access to development opportunities for all.
4. Using delegation as an opportunity to develop others.
5. Chairing meetings effectively, ensuring everyone has an opportunity to contribute.
6. Empowering others by identifying decision-makers at the appropriate level.
7. Providing creative work opportunities to stretch and develop colleagues.
8. Encouraging others to learn from mistakes, without blame.
9. Encouraging colleagues to take calculated risks.
10. Coaching and mentoring others to enhance own skills and those of others.
11. Reacting professionally when faced with challenging situations.
12. Encouraging the best from others through effective communication.
13. Taking an active interest in what is happening more widely in the University and informing others, where appropriate.

Respecting others: Embracing diversity by promoting and maintaining an inclusive and supportive work and study environment that enables all members of our University community to achieve their full potential.

Core/All Staff

1. Acting fairly and respectfully towards others, in both verbal and non-verbal communication.
2. Practicing being non-judgemental towards others; avoiding making decisions or judgements about people based on their sex, marital status, sexual orientation, disability, race, religion or belief, colour, nationality, ethnic origin or age.
3. Behaving responsibly by reporting any incidents of bullying, harassment and victimisation.
4. Showing a commitment to improving the University, with regard to respecting others, by attending designated training sessions to keep abreast of equality legislation and learning more about the needs of minority groups.
5. Recognising when someone is being discriminated against and taking appropriate action.
6. Challenging questionable behaviour and practices which are not in keeping with respect for others.

DBS Requirement: Not Applicable.