DURHAM UNIVERSITY

Student Recruitment Assistant Manager, Open Days and Visitor Experiences

Location
Durham, United Kingdom
Salary
£27,116 - £33,309 per annum
Posted
14 Jan 2022
End of advertisement period
01 Feb 2022
Ref
21001623
Contract Type
Permanent
Hours
Full Time

Academic Office

Grade 6: - £27,116 - £33,309 per annum
Open-Ended/Permanent - Full Time
Contracted Hours per Week: 35
Closing Date: 01-Feb-2022, 7:59:00 AM

The closing date for applications is 31 January at midnight.

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.

The Department and role purpose:

Based in the Global Division, Recruitment and Admissions brings together a number of teams providing services in widening participation, events, enquiry management, Customer Relationship Management, data analysis and forecasting, compliance and admissions. The department provides an essential service to the University in ensuring its financial sustainability by delivering student number growth and increasing diversity in line with strategic aims and targets. 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. All of the services are based at either the Palatine Centre or Mountjoy Centre in Durham City.

The Student Recruitment Assistant Manager (Open Days and Visitor Experiences) will support the Student Recruitment Manager (Open Days and Visitor Experiences) in the operational planning, promotion and delivery of high quality and strategically aligned Undergraduate Open Days, Discover Durham Tours, Post-offer Visit Days, conversion events and other creative engagement activities delivered on-campus and off-site via both face-to-face and digital channels. These events and activities aim to both maintain and strengthen the achievement of University recruitment and conversion targets.

As such the post holder will have first class administration skills and will be driven to achieve excellent customer service standards, be experienced in planning and delivering major events and activities and have first rate organisation and communication skills. They will use creativity, influence and collaborative skills to communicate with potential students, offer holders, applicants and other key influencers, such as parents, and key stakeholders which will include a range of academic, college and professional service staff and external organisations, such as design agencies and virtual platform providers.

The post holder will represent the University at events and activities and will contribute to wider recruitment and conversion activities delivered across the UK and virtually, for example, school visits and UCAS fairs. Excellent presentation skills and a robust knowledge of the University’s academic and wider student support services is required to support delivery of this cross office activity. They will be required to develop robust and positive relationships with key members of the University, through timely, efficient and effective communication channels and reports to a wide range of University staff . Using surveys and event feedback they will incrementally seek to increase both applications and conversion rates to the University alongside year on year improvements to the services delivered. The post holder will also be expected to co-ordinate the work of Durham Student Ambassadors during event delivery.

The Open Days and Visitor Experiences team report to the Head of Student Recruitment, Conversion, Access and Engagement. Other teams reporting to this head of service include CRM Campaigns, Schools Liaison, Access and Engagement and Postgraduate Recruitment and Conversion. The post holder will work with these teams and also with University Enquiries, and the Undergraduate Admissions team staff.

Core responsibilities:

  • Experienced service practitioner, planning and co-ordinating of projects and work streams with inter-related activities.
  • Plan and organise own workload with or without involvement with project work streams.
  • Specialist support with problem solving and query handling.
  • Reactive and proactive service provision with others to deliver an excellent stakeholder experience.
  • Relationship building, network participation internally and externally to build and update knowledge and skills.
  • Engage with external peers and specialists to exchange knowledge and information.
  • Supervises service users and stakeholders undertaking activities, events, project work and exhibitions.
  • Interpret, curate, design and present artefacts, information, data, equipment and resources.
  • Implement and monitor protocols, procedures, processes and regulations.
  • Monitor and report incidents.
  • Carry out more in-depth investigations, searches and research information and data to identify trends and patterns.
  • Take responsibility for day to day decision making within own area of responsibility for operational aspects of service delivery, translating external requirements into practical application and advice.
  • Implement and monitor recognised procedures to ensure compliance and meet University values of inclusion, diversity and participation.
  • Contribute to business meetings, working groups and committees to help shape service delivery and stakeholder expectations.
  • Accountable for managing/maintaining financial and budget records and reconciling consumable expenditure queries.
  • Involved in the purchase and return of goods and services.
  • Support the capture of business requirements from users and work with colleagues to translate these into recommendations for future service provision.

Role responsibilities:

  • Manage and organise undergraduate recruitment and conversion processes, activities, events (virtual and in person) and resources to achieve defined targets and outcomes.
  • Develop, implement and enforce recognised procedures to ensure compliance, co-ordinate effort and contribute to team goals.
  • Provide professional guidance and advice to staff and students with the operational running of budgets, processes, data and information recording and assessment data. 
  • Ensure projects, activities, budgets and documents comply with internal University and external regulation, policy and procedures.
  • Ensure accuracy by instituting recognised and routine checks, assessment criteria and techniques.
  • Record data and information accurately, provide reports and distribute information to key stakeholders in the process or service.
  • Use a range of digital media and tools to communicate with a diverse range of key stakeholders, both verbally and in written format who may need to access information across different geographic and time zones.
  • Develop, plan and deliver internal and external events and activities for stakeholders, including student ambassador training and open day training ahead of events.
  • Establish, maintain and develop productive and ongoing relationships with stakeholders to influence perception of the Recruitment and Admissions Department within the University and the University to prospective undergraduate students and visitors and key stakeholders such as parents and carers.
  • 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.

Working Arrangements

At Durham we recognise that our staff and students are our greatest asset and we want to support the health and wellbeing of all. Hybrid working supports this ethos and provides many benefits to our colleagues, including empowering people, where their role allows, to work in a manner which is more suitable for them, whilst encouraging our commitment to environmental sustainability.

Depending on the needs of the business and the job role, Durham University is piloting hybrid working for all Professional Services colleagues in the academic year 2021/2022, which may include the opportunity to work both on and off campus and to flex working hours.  If appointed to the post, your line-manager will discuss the specific arrangements with you.  Any hybrid arrangements are non-contractual and may change within the pilot and when the pilot ends.

Interviews are anticipated to take place on or around week commencing 21st of February.

Reward and Benefits

To support the delivery of the University's People Strategy to attract, retain and reward the very best, we offer a fantastic range of rewards and benefits to our staff, including:

  • 27 days annual leave, plus 4 customary days and 8 bank holidays (pro-rata for part time) and the option to purchase additional leave;
  • Automatic enrolment into a pension scheme;
  • Corporate and local discounts;
  • Wellbeing resources and discounted health benefits;
  • Health discounts on sports and activities at Maiden Castle Health and Activity Centre;
  • Reward and Recognition Schemes;
  • Personal and career development;
  • And SO much more, with further information available here

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.

Information if you have a disability

The University welcomes applications from disabled people. We are committed to ensuring fair treatment throughout the recruitment process. We will make adjustments to support the interview process wherever it is reasonable to do so and, where successful, adjustments will be made to support people within their role.

If you are unable to complete your application via our recruitment system, please get in touch with us on e.recruitment@durham.ac.uk.

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 in the essential and desirable criteria;

Please ensure that you submit all documentation listed above or your application cannot proceed to the next stage.

Contact details 

For further information regarding this post, please contact Claire Smiles-Harrison; claire.smiles-harrison@durham.ac.uk

Contact information for technical difficulties when submitting your application

If you encounter technical difficulties when using the online application form, we prefer you send enquiries by email. Please send your name along with a brief description of the problem you’re experiencing to e.recruitment@durham.ac.uk

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.

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.

As a University we foster a collegiate community of extraordinary people aligned to the University’s values. Equality, Diversity, and Inclusion (EDI) are a key part of the University’s Strategy and a central part of everything we do. At Durham we actively work towards providing an environment where our staff and students can study, work and live in a community which is supportive and inclusive, and in doing so, recruit the world’s best candidates from all backgrounds and identities. It’s important to us that all of our colleagues are aligned to both our values and commitment to EDI.

Person specification - skills, knowledge, qualifications and experience required

Essential Criteria

  1. Excellent oral and written communication skills including the ability to deliver formal presentations, influence opinion, produce reports, publications and promotional materials and devise and deliver training.
  2. The ability to develop effective working relationships, both internally and externally.
  3. Proven IT skills, including use of Microsoft 365 with experience of using digital media for virtual activities.
  4. Five GCSE’s at least Grade C or level four (or equivalent) including English Language and Mathematics (or equivalent experience).
  5. Post-16 qualification (or equivalent experience).
  6. Experience of providing advice and guidance to a range of customers and colleagues.
  7. Experienced service provider with knowledge and expertise used to contribute to the delivery and development of services, events and activities within the organisation. 
  8. Experience of implementing policy and procedures and involvement with future changes for a service area.
  9. Ability to effectively network and exchange advice and information for development purposes.
  10. Experience of establishing, developing and maintaining positive relationships with key stakeholders such as academic staff, parents, external providers and internal services staff.
  11. Significant and demonstrable relevant experience in planning and delivery of large scale events including risk management and assessment.
  12. Evidence of personal development to maintain skills.
  13. Experience of working under pressure with an ability to respond appropriately to incidents and issue that occur during event planning and delivery.
  14. Creative approach to development of materials, publications and branding of events with excellent proof reading skills and attention to detail.
  15. An understanding of current trends in higher education, especially in the role of new media including online event delivery and student recruitment.
  16. Ability to work on own initiative and make key decisions without supervision.

Desirable Criteria 

  • Experience of working in higher education, especially in marketing, recruitment and/or admissions
  • Experience of planning and delivery of digital/ virtual online events or activities
  • Educated to degree level (or equivalent experience)
  • Ability to supervise and direct student ambassadors or casual staff

Durham University

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 VALUESWe 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.

DBS Requirement: Not Applicable.

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