Student Support Administrator

Job Title: Student Support Administrator        
Department: St Mary's College        
Grade: Grade 4   
Salary range: £21,630 - £23,144      
Working arrangements: Mon - Fri, 9-5
Closing date:       
Potential interview date:    
  

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 
 
The Colleges and Student Experience Division includes the 15 Maintained Colleges, Experience Durham, the Student Support and Wellbeing Directorate, and the Wider Student Experience Operations Directorate.

The postholder will be involved in a wide range of activities aimed at furthering the College and University strategy, especially in relation to the effective administration of the college. The Student Support Administrator will be a primary point of contact for the students of the College and will form part of an efficient and effective administrative support service to the college management team in relation to student support.

Established in 1899, St Mary's is one of Durham's oldest Colleges. Our warm and friendly mixed community, comprises around 750 undergraduate members and 150 full-time and 200 part-time postgraduates. We are situated in a great location, close to many of the University’s academic departments and central facilities. Our neoclassical buildings and extensive grounds provide a beautiful environment in which to live and study.

The postholder will be involved in a wide range of activities aimed at furthering the College and University strategy, especially in relation to providing effective wellbeing support to the students of St Mary's College. The Student Support Administrator will ensure the efficient and effective administration of College student support services whilst working under the direction of the College Administration Coordinator. The postholder will be a primary contact for college student support (including in person meetings) as well as disseminating important wellbeing information and messages to the student body.

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, 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 asterix* 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.   
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 GCSEs at least Grade C or level four (or equivalent) including English Language and Mathematics (or equivalent experience or qualifications).  
4.    Demonstrable ability to provide advice and guidance to a range of customers and colleagues.   
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 as part of a team in a customer focussed service to ensure the delivery of high quality services.

Desirable Criteria 

1.    Post-16 qualification or equivalent experience.    
2.    Evidence of relevant personal development to maintain skills.   
3.    Relevant experience in a similar role / environment. 
4.    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.  Where there are desirable criteria we would also urge you to provide any relevant evidence. 
 
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 document providing examples of how you satisfy both the Person Specification.

Contact details  
 
If you would like to have a chat or ask any questions about the role, please contact Angela Gurteen, College Administration Coordinator of St Mary's College, [email protected]
 
Typical Role Requirements 

Service Delivery
•    Provide a responsive and proactive support service for students of the College.  
•    Focus on checking student requirements to ensure the delivery of excellence with the frontline student experience. 
•    Solve day-to-day student facing routine problems and source background information within the role. 
•    Record data and information accurately and provide reports as required to team members and more experienced staff. 
•    Operate a booking and enquiry service and process requests finding solutions or escalating queries where necessary. 
•    Apply professional and regulatory procedures and processes and use of systems. 
•    Resolve queries and requests for information and advice and escalate more specialist and complex queries or issues to more experienced team members. 
•    Apply recognised professional, commercial and/or organisational service level standards to enhance the student experience. 
•    Record, collate, analyse, store and report data and information on the level and uptake of services and quality of experience. 
•    Compile, record, store and archive data and information to ensure the accuracy and safety of information. 
•    Provide service and support for networks, committees and meetings, to draft and distribute documents and communications in standard professional formats.
•    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. 
•    Assist team members to organise, plan and prepare for events, meetings and activities. 
•    Work with team members to ensure the timeliness and relevance of products and services. 
•    Work with team members and others across the organisation to prepare for the delivery of exhibitions, activities and events.
•    Work with team members to ensure that students can receive support in a timely manner. 

Communication/Networking
•    Respond to students and members of University staff, answering and recording standard queries and bookings for activities and/or events. 
•    Flexible in approach to accommodate the needs of team members and/or students. 
•    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. 
•    Liaise with internal and external suppliers and specialists with the organisation, planning and delivery of services, activities and events. 
•    Any other reasonable duties. 

Specific role requirements

The postholder may on occasion be required to be available in the evening and weekends to participate in College and University events such as Open Days.

Useful links 
If you would like further information you may find the following will help 
 
St Mary's College - Durham University
  
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.