School of Modern Languages and Cultures

Grade 4: - £19,612 - £21,814 per annum
Open-Ended/Permanent - Full Time
Contracted Hours per Week: 35
Closing Date: 30-Aug-2021, 6:59:00 AM

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, 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    

The Centre for Foreign Language Study in the School of Modern Languages and Cultures at Durham University seeks to appoint a full-time Learning and Teaching Administrator. The post holder will be responsible for the provision of a professional, efficient administrative service, supporting a wide range of teaching, learning and assessment activities for our elective language programme from the point of student enrolment through to graduation. S/he will work independently, taking day to day decisions and using his/her experience and initiative to decide on appropriate courses of action and resolve problems. S/he will work flexibly to ensure the Centre functions effectively in meeting priorities, working in accordance with University and Departmental policies and procedures, demonstrating a commitment to customer service excellence.

CFLS offers language courses to 2,500 learners per annum in 20 languages. It is part of one of the largest and most successful Schools of Modern Languages in the UK bringing together research in Arabic, Chinese, French, German, Hispanic, Italian, Japanese and Russian Studies. It is consistently ranked in the top five in national league tables, such as the Complete University Guide. For more information about CFLS, please visit https://www.dur.ac.uk/cfls/

Core responsibilities:

• Provide a responsive and proactive support service for stakeholders, including academic staff, students, University and Departmental colleagues and external partners.
• Focus on checking stakeholder requirements to ensure the delivery of excellence with the frontline stakeholder experience.
• Provide a prompt response to service users, answering and recording standard queries and bookings for activities and/or events, referring to other staff and departments as appropriate.
• Contribute to the planning of team activities, work and deadlines to ensure the smooth running and timeliness of service from the point of enrolment to graduation.
• Solve day-to-day routine problems and source background information within the role.
• Record data and information accurately, including student marks, and provide reports as required to colleagues and committees.
• 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, such as induction and open days.
• Liaise with internal and external colleagues and organisations to pass on and receive 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.

Role responsibilities:

• Work with team members to ensure the smooth running of administrative processes to support staff and students, and programme activities.
• Apply standard professional and recognised regulatory procedures to process, check and reconcile anomalies within data and information sets.
• Compile, record, store and archive student data and information to ensure the accuracy and safety of information.
• Monitor and track data, including assessment submissions and student progress, initiating follow up procedures, and drafting routine correspondence where necessary.
• Liaise with members of academic staff, University staff, external examiners, professional organisations and agencies where necessary.
• Use standard office-based digital systems, tools and equipment to carry out data recording, communications and networking, such as marks entry, collection and dissemination of student feedback.
• Provide service and support for networks, committees and meetings, to draft and distribute documents and communications in standard professional formats, including preparation for the Board of Examiners and its Sub-Committees.
• Process and update key business documentation, including handbooks, the virtual learning environment, and student concession requests.
• 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 recruitment and teaching activities.
• Accurately record financial transactions in liaison with relevant staff.
• Any other reasonable duties.

Specific role requirements

There is an expectation the post holder will contribute cover for service events such as Open Days. This may include some evening and weekend working.

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.

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 the criteria in the person specification. This will require completion of the 'Questionnaire' application section.

The Realising Your Potential Approach criteria is for information only, but may be referred to during the interview process.

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: Mark Critchley, Director, Centre for Foreign Language Study,  mark.critchley@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.

When appointing to this role the University must ensure that it meets any applicable immigration requirements, including salary thresholds which are applicable to some visas.

Person specification - skills, knowledge, qualifications and experience required

The essential criteria for this role are:

• 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).
• Evidence of personal development to maintain skills.
• Relevant administrative experience in a busy office environment.
• Demonstrable ability to provide advice and guidance to a range of students, customers and colleagues.
• Experience of working on the front line of service delivery, and the ability to work under pressure and meet tight deadlines without compromising on quality.
• Experience of working in a team, and ability to solve problems as part of a team and resolve straightforward issues. 
• Ability to maintain confidentiality and to exercise discretion and sensitivity in service delivery mindful of the needs of disabled users.

The desirable criteria for this role are:

• Previous experience of working in a Higher Education environment
• Post-16 qualification or equivalent experience.

Realising Your Potential Approach

The Realising Your Potential Approach will clarify the behavioural indicators we expect for all staff across support services in the University. They help to develop a high quality, service led culture by providing a consistent approach to standards of performance. Along with the key responsibilities and duties of the post and the person specification, behavioural indicators are used to inform the recruitment and selection process, to clarify the requirements of Induction, form the basis of Probation Personal Development Plans and Annual Staff Reviews.

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. 

1. Acting fairly and respectfully towards others in both verbal and non-verbal communication
2. Practices being non-judgemental towards others – avoids making decisions or judgements about people based on their sex, marital status, sexual orientation, disability, race, religion, colour, nationality, ethnic origin or age
3. Recognising when someone is being discriminated against and taking appropriate action
4. Challenging questionable behaviour and practices which are not in keeping with respect for others

PROVIDING EXCELLENT STUDENT SERVICES AND PROFESSIONAL SUPPORT - Providing the best quality service to all our students and customers. Building genuine and open long-term relationships in order to drive up service standards and to enhance their experience.

1. Resolving problems efficiently  in a cheerful, friendly manner
2. Ensuring knowledge of systems and processes are kept up to date to enable you to provide accurate information
3. Being clear about where you can be flexible and where you cannot and why
4. Support others to engage effectively with students, customers and other stakeholders

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. Using informal systems and channels of communication to inform and support objectives
2. Aggregating, utilising and interpreting management information

ACHIEVING RESULTS - Planning and organising workloads to ensure that deadlines are met within resource constraints. Consistently meeting objectives and success criteria.

1. Maintaining a high standard of work even when under pressure
2. Be organised by keeping track of a number of projects running simultaneously
3. Distinguishing between important and urgent tasks and prioritising effectively, even from apparently equal demands
4. Work effectively in order to meet deadlines

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

1. Monitoring and reviewing the effectiveness of working relationships
2. Having a good grasp of where your responsibility ends and that of others begins
3. Presenting own opinions and the interests of those you are representing at meetings in a convincing way

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. Using all situations as potential learning opportunities
2. Proactively engaging in formal and informal learning and development activities
3. Demonstrate self-motivation

EMBRACING CHANGE - Adjusting to unfamiliar situations, demands and changing roles. Seeing change as an opportunity and being receptive to new ideas. 

1. Taking a creative approach to change which challenges assumptions and is not based purely on enhancing existing practice
2. Viewing change situations as opportunities for improving and developing work
3. Remaining positive about moving forward despite being realistic about the difficulty of change

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.

1. Taking time to understand and diagnose problems by considering the whole picture
2. Spotting an opportunity and taking action to do something about it
3. Identifying ways of resolving issues using own initiative

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. Creating and articulating a vision for own area of responsibility
2. Providing clarity about responsibilities and accountabilities

DBS Requirement: Not Applicable.