Academic Office

Grade 5: - £22,847 - £26,341 per annum
Fixed Term - Full Time
Contract Duration: till 30 Sept 2022
Contracted Hours per Week: 35
Closing Date: 26-May-2022, 6:59:00 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.

The Department and role purpose:

The main purpose of this role is to support the day-to-day operational delivery of work within the Recruitment and Conversion Services Team, which sits within the Recruitment and Admissions Office. You will support the development and delivery of undergraduate and postgraduate recruitment and conversion events such as pre-application open days, UCAS fairs, school visits, post offer visit days, progress to PG and on-campus activities such as Discover Durham Tours. Activities and events are delivered digitally and face to face, either on-campus or off campus. The post holder will also take a role is supporting the creation of content and issue of direct mail campaigns using the Customer Relationship Management system, assist with incoming enquiries from prospective students, applicants and offer holders and other key stakeholders such as Agents and parents.

The role provides an opportunity to participate in all recruitment and conversion activities and the post holder will be deployed to areas of priority throughout the year.

The post holder will be expected to contribute to the continuous improvement of activity and will utilize their own student experiences together with competitor and marketing intelligence and customer feedback to ensure quality, customer satisfaction and maximum impact is delivered.

To deliver on the requirements of this role the post holder will be expected to demonstrate high levels of initiative, independent decision making, outstanding time management and organisational skills and will be creative, energetic, open and collaborative. A commitment to maximising personal and team effectiveness and the principles of equality and diversity is essential.

Student Recruitment and Admissions

Based in the Global Division, Student Recruitment and Admissions brings together a number of teams providing services in events, enquiry management, CRM, data analysis and forecasting, projects and compliance and admissions. It provides an essential service to the University in ensuring its financial sustainability and in delivering student number growth and increasing diversity in line with strategic aims and targets. It is the public face of the University in UK schools and colleges, through 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. It supports academic departments in the development of their contributions to recruitment and provides domestic market insight and customer relationship management. The team is responsible for adherence to requisite regulations and UCAS contract requirements.

The department works in collaboration with colleagues in the Marketing Team (Marketing and Communications) to develop pre-contact and conversion marketing campaigns and with the International Office for international student recruitment.

Core responsibilities:

• Plan and organise own workload with or without involvement with project work streams.
• Identify priorities and monitor processes and activities to ensure success.
• Resolve queries and requests for information and advice and escalate more specialist and complex queries or issues to more experienced team members.
• Respond to stakeholder needs to deliver and shape an excellent stakeholder experience.
• Apply theory and practice, from academic and professional development and previous knowledge within a service team.
• Contribute to collaborative decision making within the team with service provision to deliver an excellent stakeholder experience in accordance with policy and procedures. 
• 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.
• Collaborate with team members to implement service alterations.
• Organise and schedule resources, activities and events, including, but not limited to, open days (UG and PG), visit days, school visits, teacher conferences, and doscover Durham tours.
• Provide more in-depth independent research and analysis activities within the role.
• Analyse work activities to ensure the effective and efficient use of capital and consumable equipment and resources.
• Provide demonstrations and instruction to others outside the team.
• Support the capture of business requirements from users and work with colleagues to translate these into recommendations for future service provision.
• Liaise with contacts and participate in networks and communities internally and possibly externally, contributing to effective collaborative working.
• Advise others and make recommendations into work processes and procedures for consideration by senior management to improve services.

Role responsibilities:

• Represent the University and provide information to prospective students at events and within activities delivered both digitally and on/off-campus).
• Work with internal and external partners to deliver cross-functional services and events both online and on/off campus, including open days, Discover Durham tours, teacher conferences, visit days, school visits and other recruitment and widening participation events.
• Assist with the delivery of targeted and timely student recruitment direct mail campaigns through the CRM system, becoming proficient in the use of the University CRM system in respect of prospect, applicant and offer holder campaigns
• Support the creation and development of materials and resources to support the work of the Recruitment and Admissions Office.
• Deliver support services to ensure the effective and efficient running of business processes and systems.
• Monitor and evaluate service delivery to ensure compliance with regulatory and professional procedures and standards.
• Collaborate with colleagues across professional and administrative areas to ensure seamless service provision and representation at events.
• Provide training to team members on data handling and recording.
• Monitor data accuracy checks to identify anomalies and ensure the integrity of data and information.
• Update data and information on systems and media for recording, storing, communicating and informing service users and team members.
• Work with internal and external partners to deliver cross-functional administrative, business and financial work streams.
• Work with internal and external partners to deliver cross-functional services and activities.
• Analyse data and statistics and provide reports for higher level decision makers.
• Accurately record information and data and disseminate within internal networks including committees.
• Contribute to the development and implementation of policy and procedures within own area of working. 
• Prepare written reports for consideration by management where required.
• 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 31st May

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;
3. The person specification and Realising Your Potential Approach grids.

Please copy and paste the grids from this job description into a separate Microsoft Word document, complete the evidence columns and submit this alongside your other application material.

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; jennifer.barton@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

• 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, such as Teams, Forms, Sway.
• Degree (or equivalent) and 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.
• Post-16 qualification or equivalent experience.
• Relevant administrative experience.
• Demonstrable ability to proactively work with team members to ensure the delivery of high quality services.
• 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.
• Demonstrable ability to provide advice and guidance to a range of customers and colleagues.
• 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.  
• Experience of creating and editing content for publication (newspapers, magazines, blogs, videos, podcasts etc.).
• Current knowledge and understanding of the UCAS application process.
• Current comprehensive knowledge of the undergraduate experience, preferably at Durham.

Desirable Criteria 

• Experience of working in a customer focussed environment with well-developed customer service skills.
• Experience of event delivery.

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.

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. Reacting professionally when faced with challenging situations.
2. Taking an active interest in what is happening more widely in the University and informing others where appropriate.

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

1. Adapting approach to respond to changes outside University.
2. Communicating change in a positive manner through influencing and persuasion

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 or belief, colour, nationality, ethnic origin or age

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

1. Co-operating willingly to support the achievement of team goals
2. Using understanding of other people’s perspectives to help reach agreement

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.

1. Seeing things from your customers’ viewpoint
2. Listening, questioning and clarifying in order to understand students’, customers’ and stakeholders’ needs
3. Tailoring communication to meet students’, customers’ and stakeholders’ needs

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 VALUES: We 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;

DBS Requirement: Please note that the succesful applicant will require DBS disclosure.