Academic Office

Grade 4: - £20,600 - £22,254 per annum
Open-Ended/Permanent - Full Time
Contracted Hours per Week: 35
Closing Date: 06-Jun-2022, 6:59:00 AM

The closing date for applications is 5 June 2022 at midnight.

IMPORTANT INFORMATION: Please note that when applying you will be considered for both the permanent and fixed-term positions. If invited to interview you will be able to express a preference for the role.

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

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:

Recruitment and Admissions:

Based in the PVC Global Division, Recruitment and Admissions Services 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. 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.

Enquiries Administrator:

The purpose of the role is to provide a professional Enquiries service to various stakeholders including students, their advisers, agents and University staff. The postholder will influence stakeholder perceptions by positively promoting and marketing the University and the service they offer. They will be required develop, maintain and use a Knowledge Base of common enquiry topics, and develop an expert knowledge of the undergraduate and postgraduate admissions process and the student experience offered by Durham University. This post requires the holder to represent the University to global audiences and maintain a professional manner in sometimes challenging situations.

Core responsibilities:

• Provide a responsive and proactive support service for stakeholders by establishing, maintaining and developing productive and ongoing relationships.
• Focus on checking stakeholder requirements to ensure the delivery of excellence with the frontline stakeholder experience.
• Use multiple communication channels to respond to service users answering and recording standard queries and bookings for activities and/or events in a timely fashion using the University bespoke management systems, to recognised professional customer service level standards and operational targets.
• Contribute to the planning of enquiries activities, work and deadlines to ensure the smooth running and timeliness of service which may include supporting the training of new and existing staff as required.
• Solve day-to-day 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 an 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 events, meetings and activities including August Confirmation, Open Days and other student recruitment events as appropriate such as UCAS Fairs.
• Liaise with internal and external contacts and professional specialists to pass on information.
• Acquire, maintain and apply a good working knowledge of professional and regulatory procedures, policies and use of systems, including Durham University, UCAS, UCAS Teacher Training, professional bodies, equalities, data protection and Home Office regulations, and Consumer Protection Law and Data Protection Legislation.
• Liaise and collaborate with staff in other areas of the organisation to ensure a seamless, smooth and efficient service and in order to develop own knowledge of the University and the admissions process.
• 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 in the Enquiries Team and the wider University to ensure the smooth running of administrative processes to support people and business activities, primarily to convert enquirers and applicants to registered students.
• Apply standard professional and recognised regulatory procedures to process, check and reconcile anomalies within enquiries data and the Knowledge Base.
• Compile, record, store and archive data and information to ensure the accuracy and safety of sensitive and confidential information including recording personal data from enquirers, applicants and offer holders on a Customer Relationship Management system (Dynamics) and on to other University developed record systems.  
• Liaise with representatives from other service areas, professional organisations and agencies where necessary, e.g. UCAS.
• Use standard office-based digital systems, tools and equipment to carry out data recording, communications and networking, including the use of Microsoft Office products and Microsoft Dynamics.
• Provide service and support for networks, committees and meetings, to draft, produce, collate and distribute documents and communications in standard professional formats.
• Process and update key business documentation.
• Liaise with internal and external specialists with the organisation, planning and delivery of the enquiries service.
• 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, annual leave is not permitted between the receipt of A level results in mid-August and the 31st August each year, and the number of staff permitted to be on annual leave during September is restricted.

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.

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. The person specification and Realising Your Potential Approach grids provided.

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; Leanne Britton (leanne.britton@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 and ability to demonstrate tact, diplomacy and sensitivity with both internal and external customers in helping to resolve issues.
2. Proven IT skills, including use of Microsoft Office with ability to learn new systems.
3. Five GCSE’s at least Grade C or level four (or equivalent) including English Language and Mathematics (or equivalent experience).
4. Evidence of personal development to maintain skills.
5. Post-16 qualification or equivalent experience.
6. Relevant administrative experience in a busy office environment including significant checking of information requiring a high level of accuracy and attention to detail.
7. Demonstrable ability to provide a high quality advice and guidance service to a range of customers and colleagues.
8. Experience of working on the front line in a busy environment, and the ability to work under pressure and meet tight deadlines without compromising on quality.
9. Experience of working in and positively contributing towards a team and the ability to develop strong and productive relationships with colleagues across an organisation.
10. Ability to solve problems as part of a team and resolve straightforward issues. Ability to work independently and use own initiative in the completion of day to day tasks.
11. Experience of working with others to monitor and review service levels.
12. Ability to work productively with a range of staff at all levels within an organisation.
13. A commitment to delivering a consistently high standard of customer services to internal and external contacts.
14. The ability to show professionalism and confidence at work.

Desirable Criteria

• Marketing, Public Relations and/or Customer Service qualification or experience of working in a marketing, recruitment or customer service environment
• Knowledge and understanding of new media platforms
• Experience of working with a CRM system to manage enquiries
• A good understanding of the student experience provided at Durham University
• Knowledge and experience of Higher Education admissions processes

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.

Alternatively please select up to three criterion from the relevant RYPA available here

Working Together: Working co-operatively with others in order to achieve objectives.

Applying a wide range of interpersonal skills:

1. Having a good grasp of where your responsibility ends and that of others begins

Finding solutions: Taking a holistic view and working enthusiastically and with creativity to analyse problems and develop innovative and workable solutions. Identifying opportunities for innovation:

1. Identifying ways of resolving issues using own initiative
2. Making decisions and taking responsibility for them

Providing excellent student services and professional support: Providing the best quality service to all our students and customers. Building genuine and open long-term relationships in order to drive up service standards and to enhance their experience:

1. Resolving problems efficiently  in a cheerful, friendly manner
2. Ensuring systems and processes are kept up to date to enable you to provide accurate information

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;
• 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.