Customer Experience and Project Support Administrator

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

Research and Innovation Services (RIS) provides guidance, expert advice and hands-on support for all aspects of research and research-related work, including securing funding, working with partners, undertaking knowledge exchange, demonstrating impact, commercialising outputs, ensuring good research practice and supporting professional development.

Durham University plays a central role in the economic prosperity of Durham City and the north east region. The University Strategy sets out to deliver still greater impact and to play a key role as an “Anchor Institution” in the translation of emerging technologies, influencing government policy and enhancing commercialisation opportunities.

The Economic Development team provides a central service for the targeted support for major economic development projects and strategic relationships that deliver intellectual and financial returns to Durham University from economic development programmes. This will be supported from a range of sources, including the EU (and its post Brexit successors), national and local government.

Orbit is a major economic development project for Durham University and represents the first investment in business accommodation and support services made by the University.  Durham University has been granted £1.49 million from Research England under its University Enterprise Zone programme to develop an enterprise space at NETPark (Sedgefield) for businesses wishing to enhance and support their collaboration with the university. The enterprise zone is located in the top floor of the current Research Institute on the site and contains flexible business accommodation units (circa 15), hot desking facilities, knowledge exchange space, dry laboratory space, catering facilities and a newly refurbished reception area. 

We require a skilled and experienced individual to be the Customer Experience and Project Support Administrator for the enterprise zone at NetPark, working closely with the Orbit Centre Senior Manager and providing excellent customer service and effective project support. This role will be largely based on the reception desk where it will be the first point of contact for Orbit members, visitors and other external stakeholders. As well as operating the front desk for the building, this role will provide administrative support for Orbit as a whole; we are looking for someone who is a great communicator and enjoys working with people, who can also balance administrative responsibilities and has the required organisational skills to support a project.   

This project is part-funded by European Regional Development Fund (ERDF) via the DICE (Durham Internships and Collaborative Enterprise) project.

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 and inclusion.

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. 

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.    Relevant administrative experience in a busy office environment.  
5.    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.  
6.    Ability to solve problems as part of a team and resolve straightforward issues.    
7.    Experience of working in a team.  

Desirable Criteria 

8.    Evidence of relevant personal development to maintain skills.  

9.    Post-16 qualification or equivalent experience.

10.    Demonstrable ability to provide advice and guidance to a range of customers and colleagues.     

Please ensure that you evidence this information in your application.

1.  Providing excellent student and professional support: (a) Resolving problems efficiently in a cheerful, friendly manner and, (b) Ensuring systems and processes are kept up to date to enable you to provide accurate information.

2.  Using resources effectively: Recognising that time is cost and adjusting behaviour accordingly.

3.  Achieving results:  Distinguishing between important and urgent tasks and prioritising effectively, even from apparently equal demands.

4.  Respecting others:  Acting fairly and respectfully towards others in both verbal and non-verbal communication.

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 also provide evidence for the Realising Your Own Potential Approach information.  

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 
•    A covering letter which details your experience, strengths and potential in the requirements set out above.

 •    A separate document to include your evidence for the essential and desirable criteria set out in the Person specification and Realising your Potential Approach (see above).  Please copy and paste the person specificationa and Realising your Potential information into a separate Microsoft Word document, complete with your evidence and submit this alongside your other application material.

Please ensure that you submit all documentation listed above or your application cannot proceed to the next stage.

Contact details 
If you would like to have a chat or ask any questions about the role, David Allensen:  [email protected]  

Typical Role Requirements

Service Delivery

•    Provide a responsible and proactive reception and project support service for Orbit members, the core team and stakeholders.

•    Focus on checking stakeholder requirements to ensure the delivery of excellence with the frontline stakeholder experience. 
•    Respond to service users answering and recording standard queries and bookings for activities and/or events. 

•    Solve day-to-day routine problems and source background information within the role. 
•    Apply professional and regulatory procedures and processes and use of systems. 
•    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 ensure the accuracy and safety of information. 
•    Use standard office-based digital systems, tools and equipment to carry out data recording, communications and networking. 
•    Process and update key business documentation. 
•    Make venue, catering, travel and/or equipment arrangements for events, meetings and activities. 
•    A commitment to equality, diversity and inclusion and the University’s values.

Teamwork

•    Contribute to the planning of team activities, work and deadlines to ensure the smooth running and timeliness of service. 
•    Record data and information accurately and provide reports as required to team members and more experienced staff. 
•    Assist team members to organise, plan and prepare for events, meetings and activities. 
•    Work with team members to ensure the smooth running of administrative processes to support people and business activities at Orbit.. 

Communication/Networking

•    Provide a responsive and proactive support service for stakeholders.  
•    Flexible in approach to accommodate the needs of 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 a seamless, smooth and efficient service. 
•    Resolve queries and requests for information and advice and escalate more specialist and complex queries or issues to more experienced team members.
•    Liaise with representatives from other service areas, professional organisations and agencies where necessary. 
•    Provide service and support for networks, committees and meetings, to draft and distribute documents and communications in standard professional formats. 
•    Liaise with internal and external suppliers and specialists with the organisation, planning and delivery of services, activities and events. 

•    Any other reasonable duties. 

• 09.00 - 17.00 Monday to Friday
• The role is based at the Orbit Centre at NetPark
• As a front line representative of the university, you will be expected to dress appropriately for the role.

 
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.