Student Support Administrator

Durham, United Kingdom
 £20,092 - £22,254 per annum
19 Jan 2022
End of advertisement period
02 Feb 2022
Contract Type
Fixed Term
Full Time

Hatfield College

Grade 4: - £20,092 - £22,254 per annum
Fixed Term - Full Time
Contracted Hours per Week: 35
Closing Date : 02-Feb-2022, 7:59:00 AM 

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.

Job Family: Community, Participation and Engagement Services

OUR CHARACTERISTICS: We are welcoming, collegiate and inclusive.

OUR VALUES: We are motivated, inquisitive, challenging, rigorous and innovative.

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 an excellent stakeholder experience for our diverse and supportive community.

Overall family purpose

  • Provide excellent student support services, development and extra-curricular activities.
  • Align and deliver programmes and activities to meet operational and strategic objectives to enhance the stakeholder experience.
  • Respond to stakeholders at the point of service delivery, either in situ or remotely.
  • Facilitate the development of excellent colleague and academic engagement.
  • Provide a stakeholder focussed service designed to increase widening participation and diversity.
  • Promote the Durham reputation by establishing and broadening national and international community links to enhance the cultural and economic viability of the City and region.
  • Enhance the Durham wider student experience by developing extra-curricular activities.
  • Contribute to and enhance active, inclusive and supportive communities of stakeholders.
  • Work collaboratively and network across the University with staff in other families to ensure a smooth, timely and high-quality delivery of service.
  • Engage with suppliers, consultants and specialist professionals to deliver programmes and activities to enhance the stakeholder experience.
  • Engage and encourage outreach and participation with external professionals, schools, alumni and donors.
  • Engage and network with both internal and external stakeholders to facilitate knowledge exchange and impact through local, national and international communities.

Link to key strategic plan

  • An economically and environmentally sustainable approach to delivering stakeholder focussed services across the University;
  • A world-class student, alumni and donor experience;
  • Focussed on the needs of all users working together to deliver front-line services as part of the Wider Student Experience;
  • Learn from and match best practice in the Wider Student Experience around the world;
  • Opening up our world-class sporting facilities to local clubs and athletes;
  • Support and facilitate activities as part of the Widening Student Experience at Durham;
  • A stakeholder-focused orientation, offering satisfying careers to all staff;
  • Ensure that an increasingly diverse workforce is treated equally, fairly and with respect, and that all staff are demonstrably valued and actively engaged.

The College and the role purpose

The Colleges and Student Experience Division includes the 15 Maintained Colleges, Experience Durham, the Student Support and Wellbeing Directorate, and the Wider Student Experience Operations Directorate.

Hatfield, which is Durham’s second oldest College, combines a thoroughly contemporary outlook with pride in its historical roots and traditions. The College attracts a wide diversity of students with a broad range of interests, experiences and backgrounds. Reflecting the College ethos, #AllOneHatfield, all students are encouraged and supported to take up opportunities, to participate, and to contribute to the wellbeing of a thriving community. Hatfield also has an active Senior Common Room, comprising members from both within and outside the University, and a thriving and supportive alumni community.

The Student Support Administratorwill be responsible for the provision of a professional, efficient administrative service, supporting a wide range of student support and wellbeing activities from the point of admission through to graduation. The Student Support Administrators is responsible for responding to general queries from students concerning admissions and student support, and is the first point of contact for students who wish to make an appointment to see a member of the Student Support Team. They will liaise with academic departments and central University services regarding student support matters. They will work independently, taking day-to-day decisions and using their experience and initiative to decide on appropriate courses of action and to resolve problems. They will work closely with the Assistant Master to ensure the team functions effectively in meeting priorities , working in accordance with University and College policies and procedures. 

Core responsibilities:

  • Provide a responsive and proactive support service for students of the College.
  • Focus on checking student requirements to ensure the delivery of excellence in the frontline student experience.
  • Respond to students and members of University staff, answering and recording standard queries and bookings for activities such as student support appointments.
  • Contribute to the planning of team activities, work and deadlines to ensure the smooth running and timeliness of service.
  • Solve day-to-day student facing 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 students.
  • Assist team members to organise, plan and prepare for events, meetings and activities.
  • Apply professional and regulatory procedures and processes including in relation to the 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 that students can receive support in a timely manner.
  • Apply recognised professional and/or organisational service level standards to enhance the student experience.
  • Liaise with internal and external suppliers and specialists with the organisation in relation to the planning and delivery of services, activities and events.
  • Work with team members and others across the organisation to prepare for the delivery of activities and events.
  • Record, collate, analyse, store and report data and information on the level and uptake of services and quality of experience.
  • Compile, record, store and archive data and information to ensure the accuracy and safety of information.
  • Provide service and support for networks, committees and meetings, to draft and distribute documents and communications in standard professional formats.
  • Any other reasonable duties.

Specific role requirements

The postholder may on occasion be required to be available in the evening and weekends to participate in College and University events such as Open Days.

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. Please evidence those listed in the section ‘Realising Your Potential Approach’ in your Cover Letter.

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 including the listed 'Realising Your Potential Approach';
  3. 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.

Contact details

For further information please contact Heather Bell, Assistant Master of Hatfield College (email: hatfield.asstmaster@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.

Person specification - skills, knowledge, qualifications and experience required

Essential Criteria:

  1. Excellent oral and written communication skills.
  2. Proven IT skills, including use of Microsoft Office.
  3. Five GCSE’s at least Grade C or level four (or equivalent) including English Language and Mathematics (or equivalent experience).
  4. 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.
  5. Experience of working as part of a team in a customer focussed service to ensure the delivery of high quality services.
  6. Experience of providing advice and guidance to a range of customers and colleagues.
  7. Ability to solve problems as part of a team and resolve straightforward issues.


  1. Post-16 qualification or equivalent experience.
  2. Evidence of personal development to maintain skills.
  3. Relevant experience in a similar role / environment.
  4. Relevant industry and professional recognition and certification of achievement of skills and knowledge.

Realising Your Potential Approach

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

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

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.

DBS Requirement: Not Applicable.

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