Grade 4: - £20,600 - £22,254 per annum
Open-Ended/Permanent - Full Time
Contracted Hours per Week: 35
Closing Date: 26-May-2022, 6:59:00 AM
Job Family: Business Process and People Services
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;
- Ensure that an increasingly diverse workforce is treated equally, fairly and with respect, and that all staff are demonstrably valued and actively engaged.
The Department and role purpose
The International Office is responsible for:
- The recruitment of international students to all areas of the university to meet institutional targets
- Supporting and managing the developing of international partnerships to raise the University’s global profile and to support academic colleagues in developing international links and collaborations
- Managing the university’s student mobility programmes (Erasmus+ and other exchange partnerships) to meet the University’s student mobility targets
The role is to support all aspects of the work of the International Office in particular the work of a team of Regional Managers and International Officers who represent the University in international target markets. The role involves a high level of organisational skill to provide seamless logistical support for travelling staff. Post holders also require high level customer care skills and a level of flexibility and initiative to deal with a fast pace of work and changing priorities. The role requires staff to show cultural sensitivity and be able to deal with people at all levels (for example senior academic, parents and applicants) from across the globe.
- Provide a responsive and proactive support service for stakeholders including applicants, university partners, agents, parents, academic and professional staff.
- Focus on checking stakeholder requirements to ensure the delivery of excellence with the frontline stakeholder experience.
- Respond to service users answering and recording standard queries and bookings for activities and/or events, including answering queries regarding Durham’s processes and programmes, liaising with the Enquiries Team where appropriate.
- Contribute to the planning of team activities, work and deadlines to ensure the smooth running and timeliness of service, including covering general office duties as required.
- Solve day-to-day routine problems and source background information within the role.
- Record data and information accurately and provide statistical reports using internal and external management information systems and databases including the University’s student record and admissions systems, 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 service users.
- Assist team members to organise, plan and prepare for overseas events, meetings and activities including booking travel and accommodation and arranging visas.
- Liaise with internal and external suppliers, agents, schools, universities and professional specialists to ensure logistical support in the most timely and cost-effective manner.
- Apply professional and regulatory procedures and processes and 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.
- Work with team members to ensure the smooth running of administrative processes to support people and business activities.
- Assist the International Officers in following up overseas visits through the provision of materials, responding to queries, and requesting actions by and information from departments.
- Apply standard professional and recognised regulatory procedures to process, check and reconcile anomalies within data and information sets.
- Compile, record, store and archive data and information to ensure the accuracy and safety of information.
- Liaise with representatives from other service areas, professional organisations and agencies where necessary.
- Use standard office-based digital systems, tools and equipment to carry out data recording, communications and networking.
- Provide service and support for networks, committees and meetings, to draft and distribute documents and communications in standard professional formats.
- Process and update key business documentation.
- Liaise with internal and external suppliers and specialists with the organisation, planning and delivery of services, activities and events.
- Make venue, catering, travel and/or equipment arrangements for events, meetings and activities, including incoming delegations from partner universities and agencies and any follow-up actions, as required
- Guide visitors and delegations on tours of the campus and city on occasion
- Assist with the annual agent’s conference, school counsellors visit and other large scale events organised by the International Office.
- Any other reasonable duties.
Specific role requirements
- During peak periods (e.g. beginning of the new academic year) there may be restrictions on taking leave
- Occasional weekend or evening work will be required, particularly at peak periods.
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 above (including those listed in the section ‘Realising Your Potential Approach’).
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.
Please note that candidates applying via Redeployment are only eligible to apply for post at the same grade or one grade lower.
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
- A CV;
- A covering letter which details your experience, strengths and potential in the requirements set out above;
- A Word document of how you satisfy the essential criteria in the person specification. Please ensure you give detailed examples of how you meet these criteria.
Please ensure that you submit all documentation listed above or your application cannot proceed to the next stage.
For further information please contact; email@example.com
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
- Excellent oral and written communication skills.
- 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).
- Evidence of personal development to maintain skills.
- Post-16 qualification or equivalent experience.
- Relevant administrative experience in a busy office environment.
- Demonstrable ability to provide advice and guidance to a range of customers and colleagues.
- 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.
- Experience of working in a team.
- Ability to solve problems as part of a team and resolve straightforward issues.
- An awareness of cultural sensitivities
- Ability to present Durham in a professional manner in all dealings with external customers, applicants and stakeholders
- Experience of dealing with staff at a senior level
- A customer-focused approach to all aspects of the role
- Experience of relationship management including CRM systems
- Experience of using Acquire to reconcile financial accounts.
- Experience of using Banner student registration system.
- Experience of content management systems to update web sites
- A second language or experience of living, studying or working overseas
DBS Requirement: Not Applicable.