Customer Experience and Project Support Administrator
Research and Innovation Services
Grade 4: - £19,612 to £21,814 per annum
Fixed Term - Full Time
Contracted Hours per Week: 35
Closing Date: 01-May-2021, 6:59:00 AM
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 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
Research and Innovation Services (RIS) provides guidance, expert advice and hands-on support for all aspects of research and research-related work, including securing funding, working with partners, undertaking knowledge exchange, demonstrating impact, commercialising outputs, ensuring good research practice and supporting professional development.
Durham University plays a central role in the economic prosperity of Durham City and the north east region. The University Strategy sets out to deliver still greater impact and to play a key role as an “Anchor Institution” in the translation of emerging technologies, influencing government policy and enhancing commercialisation opportunities
The Economic Development team provides a central service for the targeted support for major economic development projects and strategic relationships that deliver intellectual and financial returns to Durham University from economic development programmes. This will be supported from a range of sources, including the EU (and its post Brexit successors), national and local government.
Orbit is a major economic development project for Durham University and represents the first investment in business accommodation and support services made by the University. Durham University has been granted £1.49 million from Research England under its University Enterprise Zone programme to develop an enterprise space at NETPark (Sedgefield) for businesses wishing to enhance and support their collaboration with the university. The enterprise zone will be located in the top floor of the current Research Institute on the site and will contain flexible business accommodation units (circa 15), hot desking facilities, knowledge exchange space, dry laboratory space, catering facilities and a newly refurbished reception area. The capital programme of works are likely to be ongoing throughout 2020 with formal opening of the facility due in June 2021.
We require a skilled and experienced individual to be the Customer Experience and Project Support Administrator for the enterprise zone at NetPark, working closely with the Orbit Centre Senior Manager and providing excellent customer service and effective project support. This role will be largely based on the reception desk where it will be the first point of contact for Orbit members, visitors and other external stakeholders. As well as operating the front desk for the building, this role will provide administrative support for Orbit as a whole; we are looking for someone who is a great communicator and enjoys working with people, who can also balance administrative responsibilities and has the required organisational skills to support a project.
This project is part-funded by European Regional Development Fund (ERDF) via the DICE (Durham Internships and Collaborative Enterprise) project.
- Provide a responsive and proactive reception and project support service for Orbit members, the core team and stakeholders.
- Focus on checking stakeholder requirements to ensure the delivery of excellence with the frontline stakeholder experience.
- Respond to service users answering and recording standard queries and bookings for activities and/or events.
- 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.
- Record data and information accurately and provide reports as required to team members and more experienced staff.
- 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 suppliers, 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 to ensure the smooth running of administrative processes to support people and business activities at Orbit.
- 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.
- 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.
- Any other reasonable duties.
Specific role requirements
09:00 – 17:00, Monday – Friday
The role is based at the Orbit Centre at NetPark
As a front line representative of the university you will be expected to dress appropriately for the role
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.
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 the essential criteria in the person specification, this will require completion of the 'Questionnaire' application section.
Please ensure that you submit all documentation listed above or your application cannot proceed to the next stage.
For further information please contact;
Will Bevin-Nicholls, Email: 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 GCSE’s at least Grade C or level four (or equivalent) including English Language and Mathematics (or equivalent experience).
- Relevant administrative experience in a busy office environment.
- 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.
- Experience of working in a team.
- Ability to solve problems as part of a team and resolve straightforward issues.
- Evidence of personal development to maintain skills.
- Post-16 qualification or equivalent experience.
- Demonstrable ability to provide advice and guidance to a range of customers and colleagues.
Realising Your Potential Approach
Essential behavioural attribute
Providing excellent student and professional support
- Resolving problems efficiently in a cheerful, friendly manner
- Ensuring systems and processes are kept up to date to enable you to provide accurate information
Using Resources Effectively
Recognising that time is cost and adjusting behaviour accordingly
Distinguishing between important and urgent tasks and prioritising effectively, even from apparently equal demands
Acting fairly and respectfully towards others in both verbal and non-verbal communication
DBS Requirement: Not Applicable.