Reception Helpdesk Assistant (maternity cover)

Job Title:                               Reception Helpdesk Assistant

Department:                          Estates and Facilities Directorate

                                               Accommodation and Commercial Services  

Grade:                                   Grade 3

Salary range:                        £22,659-£23,478 pro rata

Working arrangements:      Fixed-term maternity cover (up to 28th March 2025)

                                               Part-time (17.5 hours, Wednesday, Thursday and Friday)

                                               There may be a requirement to work evenings and weekends, as business demands

                                               Onsite working only

Closing date:                        17th April 2024

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

As Reception Helpdesk Assistant, you will be responsible for providing reception services and associated administration of the front-desk.  This will include welcome service, professionally greeting staff, visitors, students and users of the building, providing assistance, directions and information.

The Estates and Facilities Directorate provides a number of essential services to Durham University and is responsible for managing, maintaining and developing the infrastructure and building fabric of the various campuses.  More information on the services provided by the Estates and Facilities Directorate can be found on the website .

The Estates and Facilities Directorate provides a range of essential services to Durham University and is responsible for managing, maintaining and developing the infrastructure and building fabric of the various campuses.

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, plus 8 public holidays and 4 customary days, a total of 39 days per year, 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.

·           Onsite 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

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

Essential Criteria

Qualifications/Experience

1.      Five GCCEs at least Grade C or Level 4 (or equivalent), including English Language and Mathematics, or equivalent experience.

2.      Experience of working in a team delivering customer focussed administrative services to ensure the delivery of high-quality services.

3.      General administrative experience in an office environment.

4.      Experience of managing time and a varied workload to meet deadlines.

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, and Microsoft 365 applications.

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.   Proven track record in a similar role, including customer care and administrative support in a similar environment.

11.   Good standard of organisational skills and ability to use initiative in day-to-day tasks and forward planning.

Desirable Criteria

1.      Excellent attention to detail.

2.      NVQ level 3 in a relevant discipline.

3.      RSA level 2 word processing or equivalent.

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, Louise Bellenger, Reception Helpdesk Manager, [email protected] , would be happy to speak to you.

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

·           Show a commitment to equality, diversity and inclusion and the University’s values.

·           Provide an excellent and timely service to our students, your colleagues and anyone else you come across as part of your role.

·           Provide direction to service users about the range of events and activities and how to access them.

·           Respond to service users, reporting problems relating to the University’s estate and facilities, reacting promptly to all works requested via a range of communication routes, in accordance with procedures.

·           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 or refer to more senior colleagues when necessary.

·           Collect, organise and record data and information accurately for use by others.

·           Gather and collate data and information, including feedback, for others to use for evaluation and decision-making.

·           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.

·           Look after yourself and others by following health and safety regulations, being aware of any hazards and risks and reporting any incidents.

·           Follow University identification and security procedures when dealing with stakeholders new to a service area.

·           Follow established security protocols when dealing with other staff that are new to an area of work.

·           Teamwork/Liaison

·           Deliver a frontline service to stakeholders with team members.

·           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.

·           Provide absence and/or additional cover at any of the University’s Reception Helpdesks.

Communication/Personal

·           Liaise with representatives from other teams/service areas, where necessary.

·           Liaise with students, offering guidance and support, where appropriate.

·           Liaise with internal and external stakeholders, where appropriate.

·           Answer calls to the switchboard, providing advice and assistance, as required.

·           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.

·           Learn the skills needed to deliver services in a front-facing customer services environment.

·           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 , which provides information on the collation, storing and use of data.

MATERNITY COVER: appointment to this post is fixed-term to cover the substantive post holder’s maternity leave and is not anticipated to be extended.

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.