Grade 5: - £22,417 - £25,941 per annum
Fixed Term - Full Time
Contracted Hours per Week: 35
Closing Date: 09-Feb-2021, 7:59:00 AM
This post is Fixed term until 30/09/2021
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 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
Based in the Academic Office (Education Division), Recruitment and Admissions Services brings together a number of teams providing services in events, enquiry management, CRM, data analysis and forecasting, projects and compliance and admissions. It provides an essential service to the University in ensuring its financial sustainability and in delivering student number growth and increasing diversity. We are the public face of the University in UK schools and colleges, through our contact with prospects, enquirers and applicants across the world and through our events programme. The team includes a range of professionals from a number of specialisms including administrators, decision makers, data analysts and forecasters, IT specialists, designers and marketers, events managers and recruiters.
The Academic Office provides a professional administrative support service to staff, students and potential students of Durham University. The Academic Registrar is the head of the department and is responsible to the Pro-Vice Chancellor (Education) for its management.
The following services fall under the remit of the Academic Office:
- Access and Engagement
- Curriculum, Learning and Assessment
- Recruitment and Admissions
- Student Immigration and Funding
- Student Registry
All of the services are based at either the Palatine Centre or Mountjoy Centre in Durham City.
- Plan and organise own workload with or without involvement with project work streams.
- Identify priorities and monitor processes and activities to ensure success.
- 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 to deliver and shape an excellent stakeholder experience.
- Apply theory and practice, from academic and professional development and previous knowledge.
- Contribute to collaborative decision making within the team with service provision to deliver an excellent stakeholder experience in accordance with policy and procedures.
- 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.
- Collaborate with team members to implement service delivery and alterations.
- Organise and schedule resources, activities and events, including, but not limited to, open days, visit days, teacher conferences, and campus tours.
- Provide more in-depth independent research and analysis activities within the role.
- Analyse work activities to ensure the effective and efficient use of capital and consumable equipment and resources.
- 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.
- 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 and representation at events.
- 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 services and events both online and on/off campus, including open days, Discover Durham tours, teachers conferences, visit days and other recruitment and widening participation events.
- Analyse data and statistics and provide reports for higher level decision makers.
- Accurately record information and data and disseminate within internal networks including committees.
- Provide training to team members on data handling and delivery of events
- Prepare written reports for consideration by management where required.
- Contribute to the development and implementation of policy and procedures within own area of working.
- Represent the University and provide information to prospective students at events.
- Assist with the delivery of targeted and timely student recruitment campaigns through the CRM system, becoming proficient in the use of the University CRM system in respect of event campaigns
- Support the creation and development of materials and resources to support the work of the Recruitment and Admissions Office.
- Any other reasonable duties.
Specific role requirements:
Occasional weekend/evening working will be required. This is to attend external events and assist with tasks such as open days and undergraduate confirmation. Due to the operational needs of the office, the number of staff permitted to be on annual leave during peak times is restricted. All staff are expected to work during all undergraduate open days in June/July and September and to support the August confirmation period.
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
- A CV;
- A covering letter which details your experience, strengths and potential in the requirements set out above;
- Examples of how you satisfy both the person specification and the Realising Your Potential Approach criteria. Please upload this in a Word doucment.
Please ensure that you submit all documentation listed above or your application cannot proceed to the next stage.
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, written communication skills
- The ability to develop effective working relationships, both internally and externally.
- Proven IT skills, including use of Microsoft 365, such as Teams, Forms, Sway
- Degree (or equivalent) and GCSE’s at least Grade C/level four (or equivalent) in English Language and Mathematics
- Evidence of personal development to maintain skills.
- Relevant administrative experience.
- Demonstrable ability to proactively work with team members to ensure the delivery of high quality services.
- 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.
- Demonstrable ability to provide advice and guidance to a range of customers and colleagues.
- 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.
- Experience of creating and editing content for publication (newspapers, magazines, blogs, videos, podcasts etc.)
- Experience of working in a customer focussed environment with well-developed customer service skills.
- Experience of event delivery
Realising Your Potential Approach
Essential behavioural attribute
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.
- Reacting professionally when faced with challenging situations.
- Taking an active interest in what is happening more widely in the University and informing others where appropriate.
Essential behavioural attribute
EMBRACING CHANGE - Adjusting to unfamiliar situations, demands and changing roles. Seeing change as an opportunity and being receptive to new ideas.
- Adapting approach to respond to changes outside University.
- Communicating change in a positive manner through influencing and persuasion
Essential behavioural attribute
RESPECTING OTHERS - To embrace 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.
- Acting fairly and respectfully towards others in both verbal and non-verbal communication
- Practices being non-judgemental towards others – avoids 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
Essential behavioural attribute
WORKING TOGETHER - Working co-operatively with others in order to achieve objectives. Applying a wide range of interpersonal skills.
- Co-operating willingly to support the achievement of team goals
- Using understanding of other people’s perspectives to help reach agreement
Essential behavioural attribute
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 everyday interactions in order to drive up service standards and to enhance their experience.
- Seeing things from your customers’ viewpoint
- Listening, questioning and clarifying in order to understand students’, customers’ and stakeholders’ needs
- Tailoring communication to meet students’, customers’ and stakeholders’ needs
DBS Requirement: Not Applicable.