College Operations Team Leader

Durham, United Kingdom
£22,847 - £26,341 per annum
20 Dec 2021
End of advertisement period
15 Jan 2022
Academic Discipline
Social Sciences, Education
Contract Type
Fixed Term
Full Time

Operations Directorate

Grade 5: - £22,847 - £26,341 per annum
Fixed Term - Full Time
Contract Duration: 12 Months
Contracted Hours per Week: 35
Closing Date: 15-Jan-2022, 7:59:00 AM

The Department and role purpose

The Colleges Operations Directorate forms part of the Colleges and Student Experience Division, which is responsible for providing a world class student experience to our diverse student community.

The Colleges Operations Directorate plays an integral role in providing excellent services and facilities to support the personal development of students. The services provided by the Directorate include; catering, housekeeping, reception, security and maintenance, as well as providing systems for the management of health and safety, and food safety.

As well as providing a highly competitive salary and rewards package, a key strategy, embedded within the Directorate is the ongoing development of its People, join us today and have the opportunity to define and grow your career at Durham University.

The College Operations Team Leader is a proactive, front-facing, service focused role, which plays a vital part in ensuring the Colleges 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 consistently meet the operational needs of the College.

The core focus of the role is to act as the promoter of standards delivered within their area on a day-to-day basis. The post-holder will be the first point of contact for operational issues that arise, and liaise with their line manager, to identify solutions, whilst ensuring that any university-wide common themes may be identified. They will have an awareness of risks to service and mitigate them through effective solutions to support the delivery of all planned activities.

The post-holder will be expected to have an awareness of the operational activities being supported by the other College Operations Team Leader(s) and Operations Co-ordinator(s), in order to ensure a consistent service is delivered. The post-holder will also have an awareness of the needs of the key stakeholders across the University, but more specifically within their own area.

Core responsibilities:

  • Act as more knowledgeable team member with some oversight and responsibility for team members.
  • Resolve queries and requests for information and advice and escalate more specialist and complex queries or issues to more experienced team members.
  • Provide advice, guidance and training where necessary to less experienced team members to disseminate and share practice.
  • Contribute to the ADR process, assisting with the identification of development needs where appropriate.
  • Supervise the implementation of changes to service procedures and practice.
  • Contribute to collaborative decision making within the team with joint planning and team objectives to meet excellence in the stakeholder experience.
  • Provide feedback to team members about the monitoring and achievement of team objectives and performance expectations.
  • 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.
  • Plan and organise own workload and activities for others with or without involvement with other project work streams.
  • Organise and schedule resources, activities and events.
  • Analyse work activities to ensure the effective and efficient use of capital and consumable equipment and resources.
  • Liaise with contacts internally and possibly externally to build links to pass on information for effective working.
  • Advise others and make recommendations into work processes and procedures for consideration by senior management to improve services.

Role responsibilities:

  • Deliver support services to ensure the effective and efficient running of outreach, internal and external activities that enhance the Durham reputation.
  • Monitor feedback and identify service changes to meet service level agreements.
  • Collaborate within the service team and across other services to ensure the seamless provision of products and services.
  • Contribute to service user engagement, promotion and communication activities, events and presentation with or without team members.
  • Welcome and induct external service providers, contractors and specialists to deliver a range of opportunities, activities and events to enhance the reputation of Durham.
  • Identify and expand the service user knowledge base for service desk working and update team members on changes.
  • Liaise across the organisation to update and exchange key service information to ensure advice given to users is the most up to date and accurate.
  • Implement and update processes and procedures, including related documentation where appropriate.
  • Work with internal and external partners and suppliers to deliver cross-functional products and services.
  • Accurately record information and data and disseminate within internal networks.
  • Any other reasonable duties.

Specific role requirements

The working week will be full time five days out of seven, primarily Monday to Friday, but will include occasional evening and weekends, during busy periods as business demands. This position is fixed term for 12 months based at Hatfield College, expected to start in March 2022. 

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. Complete the online application form providing evidence and examples of how you meet the person specification criteria.

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 Chris Finnemore (c.a.finnemore@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.

Please note: we anticipate a high number of application for this opportunity, so the vacancy may close earlier than the stated date if sufficient applications are received. Early application is therefore advised.

Person Specification

Essential Criteria:

  • Excellent oral and written communication skills and the ability to develop effective working relationships, both internally and externally.
  • 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 industry and professional recognition and certification of achievement of skills and knowledge.
  • Evidence of personal development to maintain skills.  
  • Relevant experience in a similar role / environment.  
  • Demonstrable ability to proactively work with team members to ensure the delivery of high quality services.
  • 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. 
  • Demonstrable supervisory experience.
  • Ability to contribute to planning at operational level.

Desirable Criteria:

  • Post-16 qualification or equivalent experience.

DBS Requirement: Not Applicable.