Student Services Senior Assistant

The University  
  
At Durham University, we are proud of our people, because they are at the heart of our globally outstanding institution, which is a key part of our local community.  We inspire our people to do extraordinary things and we invite you to join our fantastic team.  
 
Across the University, we have a huge variety of roles and responsibilities, which together make us one large and successful community. 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.  
 
At the University we promote and actively champion equality, diversity and inclusion.  It is crucial that everyone can be themselves and can flourish in an environment where everyone respects each other and is treated fairly. We want our people and wider community to feel happy, secure and proud to be a part of Durham. We are looking for the same values in you.   
 
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.  For more information on our EDI strategy and values, click here
  
The Role and Department   

Financial Services is part of the Finance Department and includes all the processing areas Accounts Payable, Accounts Receivable and Treasury Services.

Reporting to the Student Services Assistant Manager, this is a business facing function supporting the organisation as a whole and at all levels with respect to key processing within the Student Services team. Duties will include maintenance of master data for billing purposes, Assist with the raising of invoices for tuition fee and residence charges to students and sponsors, dealing with queries, processing student withdrawals and concessions and operating direct debit.

Overall work efficiently and effectively as part of the Student Services team to provide a high quality service.

Further information about the role and the responsibilities is at the bottom of this job description. 
  
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 additional to 8 public holidays and 4 customary days per year), a total of 39 days, including time off 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. 
•    Discounts 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.  
•    On site nursery is available and access to holiday camps for children aged 5-16 throughout the year.
•    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.  
•    The opportunity to take part in staff volunteering activities. 
•    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)  
•    If you are keen on advancing in your role or career, we have a genuine passion for developing our colleagues  from qualifications, to IT skills, courses and apprenticeships. 
•    Generous pension schemes.  

What you need to demonstrate when you apply
   
Essential Criteria

To be considered for this role, here are the skills/experience we’re looking for:

Qualifications/Experience
1.    Five GCSE’s at least Grade C or level four (or equivalent) including English Language and Mathematics or equivalent experience.    
2.    Experience of working in a team delivering customer focussed administrative services or having relevant qualifications for the role.
3.    Experience of managing time to meet deadlines, without compromising on quality.

4.  Experience of working in a busy office environment/ with the front line of a business with service delivery and the ability to work under pressure.

Skills/Abilities/Knowledge
5.    Good spoken and written communication skills.
6.    Good digital skills including experience in using digital devices and apps including the internet, email, digital communication tools, Microsoft 365 applications, digital booking systems.
7.    Committed to training/continuing professional development.
8.    Ability to solve problems as part of a team and resolve straightforward issues.
9.    Ability to provide advice and guidance to a range of colleagues and customers.

10. Demonstrable ability to proactively work with team members to ensure the delivery of high-quality services.

11. Ability to effectively network and exchange advice and information for development purposes.     

Desirable Criteria

How to Apply   
  
We prefer to receive applications online.  When you apply you need to submit a CV and/or a statement that tells us your experience and gives examples of how you meet the criteria above and/or submit the application form and include the information within the form. 
 
We will update you about 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 make sure you have not missed any of our updates.  
 
Who to contact for more information 
  
If you would like to have a chat or ask any questions about the role or if you are struggling to complete the application process, John Wilkin or Caron Gregory would be happy to speak to you by e-mail at [email protected] or [email protected].

Typical Role Requirements

Here are the kind of activities that you’ll be asked to undertake and ways in which you’ll be expected to operate.

Service Delivery
•    Provide an excellent and timely service to our students, your colleagues and anyone else you come across as part of your role.
•    Log, record and pass on information for use by others.
•    Carry out some tasks that may require specialist skills.
•    Follow established procedures when carrying out your role and vary or refer to more senior colleagues when necessary.
•    Collect, organise and record data and information accurately for use by others.
•    When carrying out your role, apply relevant industry and regulatory standards.
•    Use standard office-based devices and applications [such as word, excel and power point] to deliver services.
•    Collate and distribute information [e.g. meeting papers] for use by others.
•    When carrying out your role, carry out standard checks and follow professional and regulatory requirements [e.g. security standards] when handling and archiving data and information.
•    Provide support for meetings, working groups and committees by preparing related documents.

Teamwork/Liaison
•    Help to move, set-up and maintain any facilities, equipment or tools.
•    Help your colleagues when required with other key activities undertaken within your service.
•    Help and cooperate with the rest of your team on operational matters to help achieve shared objectives.
•    Liaise with staff in other areas to ensure that services are being delivered in an efficient and collaborative way.
•    Help team members carry out stock and inventory checks.

Communication/Personal
•    Show a commitment to equality, diversity and inclusion and the University’s values.
•    Follow established procedures to respond to queries and bring any complex issues to the attention of more experience team members.
•    Respond to queries by providing routine information and signposting to additional guidance.

•    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 Privacy Notices - Durham University  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.