Student Support and Wellbeing Administrator

Durham, United Kingdom
£21,630 - £23,144 per annum
27 Sep 2022
End of advertisement period
11 Oct 2022
Contract Type
Full Time

Student Support & Wellbeing Directorate

Grade 4: - £21,630 - £23,144 per annum
Open-Ended/Permanent - Full Time
Contracted Hours per Week: 35
Closing Date : 11-Oct-2022, 6:59:00 AM 

Job Title: Student Support and Wellbeing Administrator    
 Student Support and Wellbeing Directorate
Grade: Grade 4   
Salary range: £21,630 - £23,144 per annum
Working arrangements: This is a full time role, working 35 hours per week. The university works in a hybrid manner, with a minimum of 2 days per week on campus to allow staff to create an effective work life balance.

The University 

At Durham University we are proud of our people.  A globally outstanding centre of educational excellence, a collegiate community of extraordinary people, a unique and historic setting – Durham is a university like no other.  Across the University we have a huge variety of roles and career opportunities, which together make us a large and successful community, which is a key hub of activity within our region and nationally.  Whether you are at the very start, middle or end of your career, there is a role for you. We believe everyone has their own unique skills to offer. 

We would be thrilled if you would consider joining our thriving University.

Further information about the University can be found here

The Role and the Department

Student Support and Wellbeing (SSW) Directorate

Applications are invited for a Student Support and Wellbeing Administrator working within the  Student Support and Wellbeing (SSW) Directorate. The Directorate brings together student support services across the institution. and incorporates the Student Support and Wellbeing Office,), the Counselling and Mental Health Service, the Disability Support Service and the Student Conduct Office. The work of the Directorate is wide ranging and includes: -

  • providing functional leadership for the pan-University SSW services that are delivered by colleges and faculties/ academic departments, ensuring these work effectively with services within the SSW Directorate and across the University;
  • providing leadership and oversight of the University’s work in relation to pan university student support and wellbeing across all university services that have direct contact with students but student support is not their primary function;
  • providing leadership and oversight of the University’s work in relation to student health and proactive wellbeing including the delivery of faith support;
  • leading on the development of strategy and policy in the areas of student support and wellbeing such as student mental health, disability support, student conduct, student wellbeing, and community engagement;
  • providing expert knowledge and advice, delivering specialist support to both students and staff, and providing specialist training, such as mental health first aid, supporting disabled students, and responding to sexual violence and misconduct;
  • working across the University, particularly in close partnership with the student support teams located in all the colleges and academic departments.

The postholder will be responsible for the provision of a professional, efficient administrative service supporting a wide range of operational activities within the Student Support and Wellbeing (SSW) Office and the wider SSW Directorate. They will undertake administrative duties including supporting training and development, providing administrative support for networks, committees and meetings, act as a super user for the University’s Student Relationship Management system and support the planning and delivery of student support services, activities and events.  The postholder will also be part of a professional network of administrators working across the Directorate.

Working at Durham   

A competitive salary is only one part of the many fantastic benefits you will receive if you join the University: you will also receive access to the following fantastic benefits:  

  • 27 Days annual leave per year in addition to 8 public holidays and 4 customary days per year – a total of 39 days per year.  The University closes between Christmas and New Year.
  • No matter how you travel to work, we have you covered.  We have parking across campus, a cycle to work scheme which helps you to buy a bike and discount with local bus and train companies. 
  • Lots of support for health and wellbeing including discounted membership for our state of the art sport and gym facilities and access to a 24-7 Employee Assistance Programme. 
  • On site nursery is available and children’s clubs in the summer holidays. 
  • Family friendly policies, including maternity and adoption leave, which are among the most generous in the higher education sector (and likely above and beyond many employers). 
  • There is a genuine commitment to developing our colleagues professionally and personally.  There is a comprehensive range of development courses, apprenticeships and access to qualifications and routes to develop your career in the University.  All staff have dedicated annual time to concentrate on their personal development opportunities.  
  • The opportunity to take part in staff volunteering activities to make a difference in the local community 
  • Discounts are available via our benefits portal including; money off at supermarkets, high street retailers, IT products such as Apple, the cinema and days out at various attractions.  
  • We offer generous pension schemes.  

Durham University is committed to equality diversity, inclusion and values

Our collective aim is to create an open and inclusive environment where everyone can reach their full potential and we believe our staff should reflect the diversity of the global community in which we work.  

As a University equality, diversity, and inclusion (EDI) are a key part of the University’s Strategy and a central part of everything we do.  We also live by our values and our Staff Code of Conduct. 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. It’s important to us that all of our colleagues are aligned to both our values and commitment to EDI. 

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.  If you have taken time out of your career, and you feel it relevant, let us know about it in your application.  If you are a candidate with a disability, 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, reasonable adjustments will be made to support people within their role.

What you need to demonstrate when you apply/Person Specification

When you apply it is important that you let us know what skills/experience you have from a similar role and/or what skills/experience you have which would make you right for this role.  Further information about the role and responsibilities is at the end of this job description.  Where a criteria has an asterix* next to it, it may be given additional weighting when your application is considered.

Your application should cover the following criteria: 

Essential Criteria

  1. Excellent oral and written communication skills.   
  2. Good digital skills including experience in using core digital tools including internet, email, digital communication tools, Microsoft 365 applications, digital booking system. 
  3. Five GCSE’s at least Grade C or level four (or equivalent) including English Language and Mathematics (or equivalent experience or qualifications).  
  4. Post-16 qualification or equivalent experience.    
  5. Evidence of relevant personal development to maintain skills.   
  6. Demonstrable ability to provide advice and guidance to a range of customers and colleagues.   
  7. 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.   
  8. Ability to solve problems as part of a team and resolve straightforward issues. 
  9. Experience of working as part of a team in a customer focussed service to ensure the delivery of high quality services.
  10. Relevant experience in a similar role / environment. 
  11. Relevant industry and professional recognition and certification of achievement of skills and knowledge.

Desirable Criteria

  1. Experience of working in a student support environment
  2. Experience of working with a customer relationship management (CRM) system within a student environment

How to apply 

To progress to the assessment stage, candidates must evidence each of the essential criteria required for the role in the person specification above.  Where there are desirable criteria we would also urge you to provide any relevant evidence.  Please don’t forget to check if there is any weighted criteria (see above). 

While some criteria will be considered at the shortlisting stage, other criteria may be considered later in the assessment process, such as questions at interview.   

Submitting your application  

We prefer to receive applications online.  We will update you about your application at various points during the process, via automated emails from our e-recruitment system. Please check your spam/junk folder periodically to ensure you receive all emails  

What you are required to submit: 

  • A CV  
  • Optional - A covering letter which shows examples of how you meet all of the criteria within the Person Specification   

Contact details  

If you would like to have a chat or ask any questions about the role, Sam Dale would be happy to speak to you. His contact email address is sam.dale@durham.ac.uk

Further information about the role

The purpose of this role is to provide administrative support to the student support and wellbeing functional leadership team that sits within the Student Support and Wellbeing Directorate. Day to day activities will include among other things team administration such as diary management, administration and reporting on student queries, basic triaging of requests from pan university student support team such as in colleges and academic departments and supporting the team with communications and engagement with students on the University’s support and wellbeing services.

Typical Role Requirements

Service Delivery

  • Provide a responsive and proactive support service for student support and wellbeing stakeholders across the University such as student support and wellbeing teams in colleges and departments.  
  • Focus on checking student support and wellbeing requirements to ensure the delivery of excellence with the frontline stakeholder experience. 
  • Solve day-to-day routine problems and source background information within the role. 
  • Record student support and wellbeing data and information accurately and provide reports as required to team members and more experienced staff. 
  • Operate a student support and wellbeing booking and enquiry service and process requests finding solutions or escalating queries where necessary. 
  • Apply professional and regulatory student support and wellbeing procedures and processes and use of systems. 
  • Resolve general queries and requests for information and advice and escalate more specialist and complex queries or issues to more experienced team members. 
  • Apply recognised student support and wellbeing professional, commercial and/or organisational service level standards to enhance the stakeholder experience. 
  • Record, collate, analyse, store and report student support and wellbeing data and information on the level and uptake of services and quality of experience. 
  • Compile, record, store and archive student support and wellbeing data and information to ensure the accuracy and safety of information. 
  • Provide student support and wellbeing service support for networks, committees and meetings, to draft and distribute documents and communications in standard professional formats.
  • A commitment to equality, diversity and inclusion and the University’s values.


  • Contribute to the planning of student support and wellbeing functional leadership team activities, work and deadlines to ensure the smooth running and timeliness of service. 
  • Assist student support and wellbeing functional leadership team members to organise, plan and prepare for events, meetings and activities. 
  • Work with student support and wellbeing functional leadership team members to ensure the timeliness and relevance of products and services. 
  • Work with student support and wellbeing functional leadership team members and others across the organisation to prepare for the delivery of exhibitions, activities and events. 


  • Respond to student support and wellbeing service users answering and recording standard queries and bookings for activities and/or events. 
  • Flexible in approach to accommodate the needs of student support and wellbeing functional leadership team members and/or service users. 
  • Liaise with internal and external suppliers, contractors and professional specialists to pass on information. 
  • Liaise and collaborate with staff in other areas of the organisation to ensure seamless, smooth and efficient student support and wellbeing services. 
  • Provide student support and wellbeing guidance to service users with the use of and access to resources and equipment. 
  • Liaise with internal and external suppliers and specialists with the organisation, planning and delivery of services, activities and events. 
  • Any other reasonable duties. 

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.durham.ac.uk/about-us/governance/information-governance/privacy-notices/privacy-notices/job-applicants/ which provides information on the collation, storing and use of data. 

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.

DBS Requirement: Not Applicable.

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