Reception Helpdesk Assistant

Job Title: Reception Helpdesk Assistant    
Department: Operations Directorate      
Grade: Grade 3   
Salary range: £20,134 - £21,197 (pro rata)   
Working arrangements: 

The Operations Directorate are recruiting 1 Reception Helpdesk Assistant. The working patterns available are:

• 1 x Part time post - Monday to Thursday 13.45 - 17.00pm and Friday 09.00-17.00pm

You will be working any 5 days from 7 (primarily working Monday - Friday, but will include occasional evening and weekends during busy periods as business needs demands). Additional working hours will be available for you when required to cover other staff absenses within the business (i.e. to cover holiday leave or in some cases where you may be required to cover sickness absence).

Closing date:          
Potential interview date:    
   

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    
The Colleges Operations Directorate forms part of the Colleges and Student Experience Division, which is responsible for providing a world class student experience to our diverse student community. 

The Colleges Operations Directorate plays an integral role in providing excellent services and facilities to support the personal development of students. The services provided by the Directorate include; catering, housekeeping, reception, security and maintenance, as well as providing systems for the management of health and safety, and food safety. 
This role gives you chance to work in an exciting and busy College reception at the heart of a Colleges day to day activities.  You will be the first point of contact for our students, staff and visitors and be part of a busy but friendly team.  If you have previous experience in a busy reception, good IT skills, and an excellent customer service skills then we’d like to hear from you.
  
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.
•    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 and children’s clubs during the summer holidays.  
•    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     

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 including:  

1.    Good 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.  
3.    An awareness of cyber security, data protection and information security.  
4.    Five GCSE’s at least Grade C or level four (or equivalent) including English Language and Mathematics (or equivalent experience).    
5.    Evidence of personal development to maintain skills or the desire to take part in personal development. 
6.    General administrative experience in an office or reception environment.    
7.    Experience of working as part of a team in a customer focussed service to ensure the delivery of high quality services.    
8.    Demonstrable ability to provide advice and guidance to a range of customers and colleagues.    
9.    Experience of managing time in order to meet deadlines.      
10.    Ability to solve problems as part of a team and resolve straightforward issues.  
   
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, Donna Pudwell would be happy to speak to you. [email protected]
 
Typical Role Requirements  
Service Delivery
•    Provide a highly responsive service to customers. 
•    Provide direction to service users about the range of events and activities and how to access them. 
•    Respond to service users logging and recording queries and information systematically in accordance with procedures. 

•    Respond to customer enquiries in accordance with given information and procedures.

•    Operate a system to record, dispense and distribute resources and information as required. 
•    Apply skills and techniques to operate and use a range of everyday task or job specific equipment, tools and resources. 
•    Follow a set of pre-determined tasks and objectives, with some discretion for variation, referring to team members where necessary. 
•    Gather and collate data and information for others to use for evaluation and decision making. 
•    Contribute to the tidying, set-up and maintenance of facilities, equipment and resources. 
•    Operate a range of domestic, office, maintenance tools and equipment efficiently and effectively. 
•    Monitor and record changes to the working environment and service processes to ensure the safety, security and hygiene of service products and services. 
•    Follow University identification and security procedures when dealing with stakeholders new to a service area. 
•    Apply manual dexterity, physical effort and/or sensory skills to carry out work in a defined space or service area. 
•    A commitment to equality, diversity and inclusion and the University’s values.

Teamwork
•    Deliver a frontline service to stakeholders with team members within a defined service area for concentrated periods of time. 
•    Assist team members where necessary to review and update risk assessments. 
•    Assist team members within a wider service team with a rotation of tasks and duties or with own small area of day to day responsibility. 
•    Assist team members to concentrate effort on a more regular basis to achieve common goals. 
•    Collaborate with team members to identify work flows, timescales and where support is required. 

Communication/Personal
•    Liaise with representatives from other teams/service areas where necessary.  
•    Complete necessary skills training to deliver a service in a retail, catering or leisure environment. 
•    Respond to first-line queries from suppliers, stakeholders and contacts where necessary. 

•    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.