Business Support Administrator

Durham, United Kingdom
£21,630 - £23,144 per annum
03 Aug 2022
End of advertisement period
15 Sep 2022
Contract Type
Full Time

Accommodation & Commercial Services

Grade 4: - £21,630 - £23,144 per annum
Open-Ended/Permanent - Full Time
Contracted Hours per Week: 35
Closing Date: 15-Sep-2022, 6:59:00 AM

Job Family: Business Process and People Services

Department: Estates and Facilities Directorate, Accommodation and Commercial Services
Responsible to: Business Support Team Leader
Grade: Grade 4
Salary range: £21,630 - £23,144
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;
  • property and asset management;
  • acquisition and disposal of built environment related assets;
  • procuring and managing utilities and services;
  • providing postal, delivery and security arrangements and advice to the University; and
  • the delivery of a wide-range of customer-facing services, including: contract management; estates and facilities relationships management; housekeeping and cleaning, business resilience, event management; reception helpdesk; university retail; business support; health and safety; and management information.

The Business Support Administrator will provide comprehensive administrative support to a wide range of teams, including, but not limited to: Estates Operations; Health and Safety; Space Management; Projects and Infrastructure; Event Durham; Housekeeping, Cleaning and General Services; Reception Helpdesk; etc.

The post-holder will manage student and staff-facing processes and systems, such as issuing car parking permits and organising removal of waste, ensuring that a professional service standard is maintained at all times.

Core responsibilities:

  • Provide a highly responsive, proactive frontline service for stakeholders, both internal and external to the Directorate, through the delivery of a full range of administrative services.
  • Deal with complaints from stakeholders, particularly in relation to car parking and waste, escalating to line manager, where necessary.
  • Focus on checking stakeholder requirements to ensure the delivery of excellence with the frontline stakeholder experience.
  • Respond to service users answering and recording queries and information systematically, in accordance with procedures.
  • Contribute to the planning of team activities, work and deadlines to ensure the smooth running and timeliness of service.
  • Solve day-to-day routine problems and source background information within the role.
  • Record data and information accurately and prepare updates and reports, for stakeholders, as required, including confidential and sensitive information, to support evaluation and decision-making.
  • 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 events, meetings and activities.
  • Liaise with internal and external suppliers, contractors and professional specialists to request and/or share information.
  • Apply professional and regulatory procedures and processes, to complete tasks and achieve objectives, with some discretion for variation and improvement, referring to more senior team members, where necessary.
  • 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, within agreed parameters, and only escalating more specialist and complex queries or issues to line manager.

Role responsibilities:

  • Work with team members to ensure the smooth running of the Estates and Facilities Directorate administrative processes to support all stakeholders and business activities.
  • 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 maintain its accuracy, integrity and safety, in accordance with security and statutory requirements.
  • Liaise with representatives from other service areas, professional organisations and agencies where necessary.
  • Use standard office-based digital systems, tools and equipment to , to process, record, store and communicate data and information, according to procedures.
  • Provide comprehensive  support for networks, committees and working groups, including scheduling meetings, managing paperwork, producing minutes and following-up on actions.
  • Process, update and maintain key business information and documentation, for a variety of purposes within the role.
  • Collate data and information, reconciling anomalies, where required, into standard report formats.
  • 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.
  • Any other reasonable duties.

Specific role requirements

  • May be required to work evenings and weekends, as business demands.
  • Maintain the strictest confidentiality at all times, both within and outside the University.
  • Will be required to wear a uniform.
  • Attend all training and development, as required.

Recruiting to this post

In order to be considered for the role, candidates must be able to evidence, in the CV, covering letter, application questions, or interview, each of the essential criteria required for the role in the person specification (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, to include how you achieve the Realising Your Potential Approach criteria.
  3. The question matrix as part of the application process.

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

Contact details

For further information please contact Charley Murdoch, bussupport.teamleader@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. Good 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 Business Administration (or equivalent) or significant relevant experience working in a similar role.
  5. Relevant administrative experience in a busy office environment, including the maintenance of efficient administrative processes.
  6. Experience of working as part of a team in a customer-focussed service to ensure the delivery of a wide range of high quality services.
  7. Proven ability to organise and deliver work, without close supervision.
  8. Demonstrable ability to provide advice and guidance to a range of customers and colleagues.
  9. Experience of providing comprehensive support to meetings and committees.
  10. Experience of working on the front-line, managing time and prioritising high-volume, varied workloads, in order to meet, often conflicting, deadlines, without compromising on quality. 
  11. Ability to solve problems as part of a team and resolve straightforward issues. 
  12. Proven, exceptional organisational skills and ability to use initiative in day-to-day tasks and forward planning.
  13. Exceptional attention to detail and high levels of accuracy.
  14. High level of discretion and ability to maintain confidentiality.

Desirable Criteria

  1. Evidence of personal development to maintain skills.
  2. Demonstrable ability to exercise judgement and personal initiative in determining the correct course of action.
  3. RSA Level III word processing qualification (or equivalent).

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 every day interactions, in order to drive up service standards and to enhance their experience.

  1. Resolving problems efficiently in a cheerful, friendly manner.
  2. Ensuring knowledge of systems and processes is kept up-to-date, to enable you to provide accurate information.
  3. Being clear about where you can be flexible, where you cannot, and why.

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. Spotting an opportunity and taking action to do something about it.
  2. Identifying ways of resolving issues using own initiative.
  3. Making decisions and taking responsibility for them.

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

  1. Taking personal responsibility for getting things done.
  2. Maintaining a high standard of work, even when under pressure.
  3. Incorporating flexibility into plans and adjusting them in light of developments.
  4. Being organised by keeping track of a number of projects running simultaneously,
  5. Distinguishing between important and urgent tasks and prioritising effectively, even from apparently equal demands,
  6. Working effectively to meet deadlines.

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. Being a role model by devoting time to own development, managing workload and making effective use of time.
  2. Proactively engaging in formal and informal learning and development activities.
  3. Demonstrating self-motivation.

DBS Requirement: Not Applicable.