Accommodation & Commercial Services

Grade 5: - £23,487-£26,341 per annum
Open-Ended/Permanent - Full Time
Contracted Hours per Week: 35
Closing Date: 09-Jun-2022, 6:59:00 AM

Department: Estates and Facilities, Accommodation and Commercial Services
Responsible to: Reception Helpdesk Manager
Grade: Grade 5
Salary range: £23,487-£26,341
Contract type: Permanent
Working arrangements:Full-time (35 hours)

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.

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 2021/22, which may include the opportunity to work both on and off campus and 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.

The Department and role purpose

The Estates and Facilities Directorate provides a number of essential services to Durham University and is responsible for managing, maintaining and developing the infrastructure and building fabric of the various campuses, including:

• maintaining and regularly reviewing a maintenance programme which takes account of short, medium and long term needs of all buildings and University grounds
• implementing the works identified and funded within the various maintenance programmes and operating a system for dealing with day-to day requirements, including the provision of an out-of-hours emergency service
• providing a professional, technical service to the University for the design, construction and procurement of new buildings and adaptation works to existing buildings
• identifying and recording the use of space and advising on ways of increasing space utilisation
• procuring and managing utilities and services
• providing postal, delivery and security arrangements and advice to the University
• delivering a wide-range of customer-facing services, including Contract Management; Continuous Improvement; Housekeeping and Cleaning, Business Resilience, Event Management; Reception Helpdesk; Business Support; Health and Safety; and Management Information.

The Reception Helpdesk Team Leader will have day-to-day supervisory responsibility for the Reception Helpdesk team, including support and advice to all staff, across various high-profile bases.

The post-holder will ensure all reception desks are covered at all times and the Team delivers an exceptionally high standard of customer service, enhancing the customer experience.

Core responsibilities

• Act as more knowledgeable team member with some oversight and responsibility for team members.
• Monitor and provide feedback on the achievement of team objectives and performance expectations 
• 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 for the Team, assisting with the identification of development needs where appropriate.
• Supervise the implementation of changes to service procedures and practice.
• Day-to-day supervisory responsibility for team members ensuring team objectives are met 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, providing reports are required, and disseminate within internal networks.
• Resolve queries and requests for information and advice and escalate more specialist and complex queries or issues to more experienced team members.
• Any other reasonable duties.

Role requirements

• Act as first point of contact for the team, in relation to HR matters; escalating more complex issues, as appropriate, including monitoring attendance and absence levels, coordinating staff cover, monitoring poor performance and supporting the implementation of personal improvement plans, etc., in line with University Policy.
• Support the line manager with the recruitment, development, training and mentoring of Team members.
• Deliver services that ensure the effective and efficient running of business processes and systems.
• Work with team members to ensure the timeliness and relevance of products and services.
• Monitor and evaluate service delivery, to ensure tasks are carried out in line with regulatory and professional procedures, standards and building protocols.
• Apply recognised professional, commercial and/or organisational service level standards to enhance the stakeholder experience.
• Identify and implement improved ways of working across the bases, and continually review processes to support continuous improvement and enhance service delivery.
• Provide guidance to internal and external stakeholders, visitors and building users with the use of and access to buildings, resources and equipment.
• Record, collate, analyse, store and report data and information on the level and uptake of services and quality of experience.
• Maintain effective key control policies across all Reception Helpdesks.
• Compile, record, store and archive data and information to ensure the accuracy, integrity and safety of information.

Specific Role requirements

• The post-holder may be required to work evenings and weekends, as business demands.
• The post-holder may be required to work at any Reception Helpdesk, located across the University estate.
• The post-holder will be required to wear a uniform.

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 below (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.

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 all of the requirements set out in the Person Specification.
3. The completed questions requested as part of the application.

For external applicants, when evidencing the Realising Your Potential Behaviour Approach elements of the grid, please use examples from your current/previous organisations in instances where the ‘University’ is referenced.

Please ensure that you submit all documentation listed above or your application will not be considered.

Contact details

For further information please contact: Louise Bellenger, louise.bellenger@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 and the ability to develop effective working relationships, both internally and externally.
2. Proven IT skills, including use of Microsoft Office 365.
3. Five GCSEs at least Grade C or level four (or equivalent) including English Language and Mathematics (or equivalent experience).
4. NVQ Level III in a relevant discipline or equivalent experience in a similar role.
5. Experience of working on the front line with service delivery, and the ability to work under pressure, prioritising a varied workload to meet tight deadlines without compromising on quality.
6. Relevant experience in a similar role/environment.
7. Experience of working as part of a team in a customer focussed service to ensure the delivery of high-quality services.
8. Demonstrable experience of supervising a customer service team.
9. Exceptional organisational skills and ability to use initiative in day-to-day tasks and forward planning.
10. Demonstrable experience of providing advice and guidance to a range of customers and colleagues.  
11. Ability to solve problems as part of a team and resolve issues, plan solutions and make pragmatic decisions.
12. Excellent attention to detail.
13. Ability to undertake tasks without close supervision.

Desirable Criteria

1. Level II word processing qualification, or equivalent.
2. Evidence of personal development to maintain skills.
3. Relevant industry and professional recognition and certification of achievement of skills and knowledge.
4. Knowledge of One Lan, Web Room Booking Systems, Timetabling, Kinetics and K2

Realising Your Potential Approach

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. Listening, questioning and clarifying in order to understand students’, customers’ and stakeholders’ needs.
2. Using feedback to drive improvements.
3. Delivering consistent service standards

Providing Leadership and Direction: seeing the work that you do in the context of the bigger picture and taking a long-term view. Communicating vision clearly and enthusiastically to inspire and motivate others.

1. Making links between individual, team, department and University objectives/ strategies clear for others.
2. Giving team members support and advice when they need it, especially during periods of setback and change.
3. Creating momentum and positive attitudes about what needs to be done.
4. Empowering others to take personal responsibility.

Embracing Change: adjusting to unfamiliar situations, demands and changing roles. Seeing change as an opportunity and being receptive to new ideas.

1. Encouraging experimentation and new ways of working.
2. Providing ongoing support and encouragement to others who are developing and testing ideas.
3. Communicating change in a positive manner through influencing and persuasion.

Achieving Results: planning and organising workloads to ensure that deadlines are met within resource constraints. Consistently meeting objectives and success criteria.

1. Taking time to celebrate successes.
2. Demonstrating honesty and integrity by sharing the credit with others.
3. Recognising others’ contribution to the achievement of objectives.

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. Ensuring equal access to development opportunities for all.
2. Using delegation as an opportunity to develop others.
3. Providing creative work opportunities to stretch and develop colleagues.
4. Coaching and mentoring others to enhance own skills and those of others.

DBS Requirement: Not Applicable.