Operations and Liaison Manager

Job Title:             Operations and Liaison Manager 
Department:        Faculty of Arts and Humanities    
Grade:                 Grade 7 
Salary range:      £35,333 - £42,155     
Working arrangements: Permanent, full-time (35 hours per week).  The Faculty Office operates a hybrid working policy.
 

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. We believe that inspiring our people to do outstanding things at Durham enables Durham people to do outstanding things professionally and personally.    
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.  We would be thrilled if you would consider joining our thriving University.  Further information about the University can be found here
 

The Role and Department  

The Faculty of Arts & Humanities comprises seven departments and schools which play a critical role in consolidating the University’s international reputation, with almost every department ranked in the top five in the UK in The Times Good University Guide and 80% of its research assessed as internationally excellent or world leading.  The Faculty includes almost 200 members of academic staff and some 60 support staff, approximately 2,500 undergraduates and c. 500 postgraduates.  The Arts & Humanities estate comprises 18 buildings located within the historic UNESCO World Heritage Site on Durham Peninsula and in the surrounding area.

The post of Operations & Liaison Manager in the Faculty of Arts & Humanities will be responsible for ensuring the smooth running of the buildings across the A&H estate. Working with staff at all levels in A&H departments, as well as other departments within the University, in particular Estates & Facilities and the University Health & Safety Service, the post holder will lead in ensuring appropriate delivery of operational service. This will include management of the physical environment, including office, teaching, PG study and social space in support of the activities being delivered in the buildings, as well as supporting infrastructure projects. The role holder will also ensure that the integrity and standards of the premises and facilities are maintained and improved, within agreed budgets.  The ability to plan and to seek and implement proactive solutions to estates issues, informed by analysis of data and other contextual information, and to communicate effectively with stakeholders across the Faculty and University.

Health and Safety is an integral part of the role, and the post-holder will coordinate the A&H Health and Safety activity for the A&H departments, ensuring that the academic departments and buildings comply with University and Health and Safety regulations and that students, staff and clients have a safe working environment.

The role demands an excellent ability to establish effective working relationships with staff at all levels across the A&H departments and wider University, including Computing and Information Services, Accommodation and Commercial Services, Health & Safety, Security Services, Estates & Facilities and Event Durham.

The role holder may be expected, exceptionally, to work outside normal office hours and to participate in occasional on-call arrangements including physical presence, verbal advice or physical call out if required.

The role will line manage two operations staff, 1 x G5; 1 x G4, including workload, wellbeing and performance.

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:   
  
•    30 Days annual leave per year in addition to 8 public holidays and 4 customary days per year – a total of 42 days per year.    
•    The University closes between Christmas and New Year
•    We offer a generous pension scheme, As a new member of staff you will be automatically enrolled into the University Superannuation Scheme (USS).  
•    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.  
•    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.   
•    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).  
•    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.   
•    A salary sacrifice scheme is also available to help you take advantage of tax savings on benefits.   
•    If you are moving to Durham, we can help with removal costs and we have a dedicated team who can help you with the practicalities such as house hunting and schools.  If you need a visa, we cover most visa costs and offer an interest free loan scheme to pay for dependant visas.

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 asterisk* 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 and the ability to develop excellent working relationships both internally and externally. 
2.    Excellent digital competence with demonstrable skills in using core digital tools including internet, email, digital communication tools, Microsoft 365 applications, digital booking system, project planning, financial systems to support project management and reporting.
3.    Educated to degree level (or equivalent experience) with evidence of relevant continuing professional development.
4.    Professional practitioner with knowledge and expertise in one or more areas of buildings, estates, services or IT provision. *
5.    Experience of delivering and developing infrastructure projectors and/or other projects or specialist services for buildings, estates, services, or IT provision.*
6.    Experience of providing specialist advice and guidance to a range of customers and colleagues, including more senior colleagues. 
7.    Experience of being able to network effectively and develop strong and productive working relationships. 
8.    Ability to solve problems and resolve issues, plan solutions and make pragmatic decisions.   
9.   Experience of implementing policy and procedures and involvement with future changes for a service area. 
10.   Experience of managing and developing or supervising a team or teams and/or line management qualification.  

Desirable Criteria  

11.    Relevant industry and professional recognition and certification of achievement of skills and knowledge.

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. It will be at the discretion of the recruiting panel as to whether they will also consider any desirable criteria, but we would urge candidates to provide evidence for all criteria.  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 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.  
    
What you need to submit 
  
•    A CV: and     
•    A supporting statement or covering letter which outlines how you meet all of the criteria within the Person Specification.      

Contact details     
    
For a chat about the role or any further information please contact Clare Zon, Faculty Manager, Faculty of Arts & Humanities, [email protected]  
  
Typical Role Requirements  

Service Delivery
•    Provide management for the delivery of high-quality estates and infrastructure support services for the Faculty of Arts and Humanities. 
•    Provide input to the design and development of service processes, techniques and deliverables for one or more service areas or projects.  
•    Make decisions about the nature and level of problem solving, physical and analytical tools, techniques and protocols to deliver project and service objectives. 
•    Schedule and monitor maintenance and installation works, projects and work streams across the University. 
•    Take responsibility for monitoring and updating risk assessments and safety procedures, providing guidance to others where necessary. 
•    Support and contribute to the management of  budgets for consumables and some capital items keeping records.
•    A commitment to equality, diversity and inclusion and the University’s values.
•   ​ Manage Health and Safety compliance within the Arts & Humanities buildings, including adherence to fire regulations, ensuring that all mandatory and local policy inspections and controls are undertaken and adhered to and conveyed and observed by all staff and outside contractors.
•   Support Arts & Humanities departments with the management and allocation of departmental space and liaise with building users and departments such as Estates & Facilities, Student Registry (particularly Timetabling), Event Durham etc. to support the activities within the Faculty buildings, including teaching accommodation and staff offices, in particular, planning for new staff and departmental changes. 

Planning and Organising
•    Contribute to the analysis of stakeholder feedback to help define needs and requirements, inputting to the design and planning of services. 
•    Provide regular status reports and identify risk management and contingency planning to other service staff, specialists, users and managers. 
•    Develop, modify and optimise protocols and methodologies. 
•    Ensure processes and protocols are in place to record and store information in an accessible and effective way.

Teamwork and Team Development
•    Promote and foster positive and highly collaborative approaches to problem solving and project implementation, helping to motivate, mentor and coach other team members. 
•    Supervise team members, ensuring work streams and activities are allocated correctly and performance expectations are met. 
•    Devolve responsibilities to team members to ensure continuity of service provision and encourage skills development. 
•    Provide feedback on team and individual performance and identify development needs, conducting regular staff ADR and performance reviews. 
•    Handle the vast majority of welfare issues within a team, referring more complex welfare issues to appropriate support services/senior management. 
•    Delivery of ongoing coaching, mentoring and training to team members. 

Communication/Networking/Stakeholders
•    Manage operational service activities to ensure excellence in the stakeholder experience. 
•    Internal and external relationship development and partnership working, networking and participation to engage and influence future services and the University reputation. 
•    Contribute to and lead business meetings, working groups and sub committees at faculty, departmental and operational service levels. Liaise with internal and external agencies, local authorities, industries and visitors where appropriate. 
•    Collaborate with other specialists across the University, including Computing and Information Services, Accommodation and Commercial Services, Health & Safety, Security Services, Estates & Facilities, University Catering, Event Durham to ensure consistent and joined-up service delivery. 

Knowledge and Experience
•    Recognised professional practitioner and management and/or service specialist with responsibility for the management of team members. 
•    Maintain an awareness of current policy for University business goals such as widening participation and access. 
•    Any other reasonable duties. 

Useful links  
    
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.