Residential Services Assistant

Durham, United Kingdom
£17,901 - £18,212 per annum, pro rata
14 Oct 2021
End of advertisement period
04 Nov 2021
Contract Type
Part Time

Operations Directorate

Grade 2: - £17,901 - £18,212 per annum, pro rata
Open-Ended/Permanent - Part Time
Contracted Hours per Week: 0
Closing Date: 04-Nov-2021, 7:59:00 AM

The Department and role purpose

A key part of the Durham wider student experience strategy is ensuring all students have the opportunity to spend at least part of their time at university in residence in one of our colleges. We consider it of particular importance for new undergraduate first years to live, work, eat and socialise together as part of a community of learning. Great customer service is at the heart of our Residential Services Assistant roles - they are a key part of making this a positive experience for our students and customers.

Most of our college residences have undergraduates from all years living alongside postgraduates and visiting university fellows.

The College is committed to delivering the highest possible standards of service and customer care, and the role of College Residential Services Assistant is a key front-line post in ensuring this objective is maintained.

The role encompasses four key areas of responsibility:

  • Reception including visitors and phone calls;
  • Security such as locking and unlocking buildings and rounds of college sites;
  • Maintenance, for example changing light bulbs;  
  • Portering including setting up conference / training rooms and moving resources.

Your role will give you the ability to provide the best service you can for all our students and customers, with agreed guidance and protocols to assist.

At Durham University, we have a fantastic range of benefits including plenty of annual leave, our Health and Wellbeing Hub, excellent pension schemes, an on site nursery and our MyDurham website which has loads of discounts, including travel.

Core responsibilities:

  • Contribute within a team to provide a responsive, customer focussed service. 
  • Learn new skills and techniques on the job working alongside more experienced team members.
  • Respond to straightforward requests for information. 
  • Communicate with supervisor, team members, other staff, students and visitors in person and using electronic tools and applications.
  • Contribute to team effort with more straightforward tasks during peak work flows.
  • Demonstrate familiarity with some of the techniques, and processes used in the service area. 
  • Learn about the hazards and risks within own area of work and report incidents in accordance with recognised procedures and protocols.
  • Follow documented service procedures to ensure all necessary steps are taken to safeguard university property, goods and assets, referring to more experienced colleagues with less straightforward issues.

Role responsibilities:

  • Work in a front facing client focussed role with our varied customer base including students and external customers. 
  • Learn and apply strict guidelines and risk assessments to ensure safe, secure practice when working in different environments, ensuring the general safety and security of all students, staff, and visitors who may be impacted upon by the operations of the College.  
  • Follow and apply strict procedures and guidelines to ensure compliance with university policies and statutory requirements relating to fire, hygiene, health and safety, accident / incident reporting and security in order to care for yourself and others. 
  • Apply escalation procedures to highlight interventions required by more experienced team members.
  • Use in-house computer systems for fault reporting, room bookings, review of room set-up and other duties as required. 
  • Assist team members and contractors, or follow agreed guidelines and training, to set-up, and dismantle equipment and resources, such as setting out chairs and audio visual equipment for a meeting. 
  • Clean and maintain specialist equipment, and resources, under supervision. 
  • Assist team members to collect, carry and transport equipment and resources.
  • Where necessary, wear and use protective equipment and clothing provided to carry out tasks.
  • Be vigilant for and alert to student welfare issues, maintaining strict confidentiality at all times. 
  • Conduct oneself in a professional manner which at all times promotes a positive image of the Colleges Division and the University  
  • Any other reasonable duties.

Specific Role requirements

  • The shift pattern will be a rotating shift.
  • All post-holders are expected to adopt and promote a flexible approach to working, and be willing to cover for absences given reasonable notice as outlined in our rostering principals.
  • Training and equipment will be provided to support manual handling tasks.    
  • The post holder may need to drive college vehicles in compliance with University Code of Conduct for Transport.

There are two part time positions available across the Operations Directorate.

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 essential 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.

Person specification - skills, knowledge, qualifications and experience required

Essential Criteria

  • Good oral and written communication skills.
  • Basic IT skills including Microsoft Office.
  • Basic numeracy and literacy skills. 
  • Experience of working in a team.
  • Experience of managing time in order to meet deadlines.
  • Ability to follow instructions, written or oral, accurately.
  • Ability to learn and follow instructions e.g. in relation to basic estates and buildings tasks such as changing lightbulbs and basic vehicle checks such as oil and water etc .

Desirable Criteria

  • Evidence of personal development to maintain skills. 
  • Health and safety compliance knowledge.
  • Experience of working in a buildings, estates, services, or IT provision area.
  • First Aid Certificate
  • Full Driving Licence

Realising Your Potential Approach

The Realising Your Potential Approach clarifies the behaviours expected to be demonstrated by all staff across Professional Services in the University regardless of their role. Along with the core responsibilities, role responsibilities and the person specification, the Realising Your Potential Approach behavioural indicators are used to inform the recruitment and selection process. Further information on the Realising Your Potential Approach is available here.

DBS Requirement: Not Applicable.

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