Facilitator, Accommodation and Facilities Services
Accommodation & Commercial Services
Grade 4: - £19,612-£21,814
Fixed Term - Full Time
Contract Duration: Until end of February 2022
Contracted Hours per Week: 35
Closing Date: 04-Dec-2020, 7:59:00 AM
Department: Estates and Facilities Accommodation and Commercial Services
Responsible to: Estates and Facilities Relationship Manager
Grade: Grade 4
Salary range: £19,612-£21,814
Contract type: Fixed Term Maternity Cover until the end of February 2022
Working arrangements: Full-time (35 hours) Five days out of seven, primarily Monday to Friday
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.
The Facilitator (Accommodation and Facilities Services) plays a vital role in ensuring the facilities within the residences, teaching, office and public areas are well maintained, welcoming and a pleasant environment for students, staff and visitors; ensuring, on a day-to-day basis, the delivery of exceptional service standards that are effective, efficient and offer value for money, in line with agreed Service Level Agreements (SLAs).
- Provide a responsive and proactive support service for stakeholders, such as, but not limited to, Senior Management, students and third party providers.
- Focus on checking stakeholder requirements to ensure the delivery of excellence with the frontline stakeholder experience.
- Respond to service users answering/resolving and recording standard queries, complaints and bookings for activities and/or events, escalating to Senior Management, were appropriate.
- Contribute to the planning of team activities, work and deadlines to ensure the smooth running and timeliness of service.
- Solve day-to-day routine problems and source background information within the role.
- Collate and record data and information accurately and provide reports, as required to team members and more experienced staff, to support evaluation and decision-making processes.
- Operate a booking and enquiry service and process requests finding solutions or escalating queries where necessary.
- Flexible in approach to accommodate the needs of team members and/or service users.
- Assist team members to organise, plan and prepare for events, meetings and activities.
- Liaise with internal and external stakeholders, contractors and professional specialists to pass on information.
- Apply professional and regulatory procedures and processes and use of systems.
- Liaise and collaborate with staff in other areas of the organisation to ensure a seamless, smooth and efficient service.
- Resolve queries and requests for information and advice and escalate more specialist and complex queries or issues to more experienced team members.
- Work with team members and internal and external stakeholders to ensure the smooth running of administrative processes to support people and business activities.
- Apply standard professional and recognised regulatory procedures to process, check and reconcile anomalies within data and information sets.
- Compile, record, store and archive data and information to ensure the accuracy and safety of information, in line with GDPR.
- Liaise with representatives from other service areas, professional organisations and agencies where necessary.
- Use standard office-based digital systems, tools and equipment to carry out data recording, communications and networking.
- Provide service and support for networks, committees and meetings, to draft and distribute documents and communications in standard professional formats.
- Process and update key business documentation.
- Liaise with internal and external suppliers and specialists with the organisation, planning and delivery of services, activities and events.
- Make venue, catering, travel and/or equipment arrangements for events, meetings and activities.
- Work with colleagues to ensure compliance with the the relevant Codes of Practice for University managed student accommodation.
- Ensure a robust arrivals and departures process is in place and all scheduled room inspections and audits are carried out, with findings actioned accordingly.
- Ensure robust processes are in place to highlight, to the relevant stakeholder, perceived welfare issues.
- Any other reasonable duties.
Specific Role requirements
- May be required to work early mornings, evenings and weekends, as required.
- Ability to move independently, efficiently and effectively between locations, as the role requires.
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
- A CV.
- A covering letter which details your experience, strengths and potential in all of the requirements set out in the Person Specification.
- 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.
For further information please contact: Lucy McEnaney, firstname.lastname@example.org.
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
- Excellent oral and written communication skills.
- Proven IT skills, including use of Microsoft Office.
- Five GCSEs at least Grade C or level four (or equivalent) including English Language and Mathematics (or equivalent experience).
- Post-16 qualification or equivalent, relevant experience.
- Relevant administrative experience in a related, professional area
- 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, prioritise a varied workload and meet tight deadlines without compromising on quality.
- Experience of working in a team.
- Ability to solve problems and resolve straightforward issues, independently and as part of a team.
- Excellent attention to detail
- Ability to manage resources effectively
- Capable of maintaining a high degree of confidentiality
- Evidence of personal development to maintain skills.
- Relevant knowledge of health and safety
- Experience of working in, or with, a higher education institution
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.
- Resolving problems efficiently in a cheerful, friendly manner.
- Ensuring knowledge of systems and processes is kept up-to-date, to enable you to provide accurate information.
Finding Solutions: Taking a holistic view and working enthusiastically and with creativity to analyse problems and develop innovative and workable solutions. Identifying opportunities for innovation.
- Taking time to understand and diagnose problems by considering the whole picture.
- Identifying ways of resolving issues using own initiative.
- Identifying risks and considering consequences of failure, in advance.
Working Together: Working co-operatively with others in order to achieve objectives. Applying a wide range of interpersonal skills.
- Monitoring and reviewing the effectiveness of working relationships.
Achieving Results: Planning and organising workloads to ensure that deadlines are met within resource constraints. Consistently meeting objectives and success criteria.
- Taking personal responsibility for getting things done.
- Maintaining a high standard of work, even when under pressure.
- Working effectively to meet deadlines.
DBS Requirement: Not Applicable.