Student Support Administrator

Updated: 3 months ago
Location: Durham, ENGLAND
Job Type: FullTime
Deadline: 20 Sep 2022

Trevelyan College

Grade 4: - £21,630 - £23,144 per annum
Open-Ended/Permanent - Full Time
Contracted Hours per Week: 35
Closing Date : 20-Sep-2022, 6:59:00 AM 

Job Title: Student Support Administrator
Department: Trevelyan College
Grade: Grade 4
Salary range: £21,630 - £23,144 per annum
Working arrangements: Open-Ended/Permanent - Full Time
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.

Trevelyan College was founded in 1966 and named after George Macaulay Trevelyan, the famous historian and Chancellor of the University from 1950 to 1957. Trevelyan was originally a women's college – It was the last purpose-built all-female college to be built for a British university. Men were admitted for the first time in 1992 and the College now attracts a wide diversity of students, both undergraduate and postgraduate, with a broad range of interests, experiences and backgrounds. The new College tagline “Explore without Limits” reflects the College's focus on providing students with the opportunities they need to challenge themselves and develop into well-rounded, future-ready graduates. Trevelyan also has a Senior Common Room, comprising members from both within and outside the University, and a thriving and supportive alumni community.

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

  • Excellent oral and written communication skills.   
  • Good digital skills including experience in using core digital tools including internet, email, digital communication tools, Microsoft 365 applications, digital booking system. 
  • Five GCSE’s at least Grade C or level four (or equivalent) including English Language and Mathematics (or equivalent experience or qualifications).  
  • Demonstrable ability to provide advice and guidance to a range of customers and colleagues.   
  • 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.   
  • Ability to solve problems as part of a team and resolve straightforward issues. 
  • Experience of working as part of a team in a customer focussed service to ensure the delivery of high quality services.
  • Desirable Criteria

  • Post-16 qualification or equivalent experience.    
  • Evidence of relevant personal development to maintain skills.
  • Relevant experience in a similar role / environment.
  • 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.  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 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 shows examples of how you meet all of the criteria within the Person Specification   
    • A document providing examples of how you satisfy the Essential Criteria

    Contact details  

    If you would like to have a chat or ask any questions about the role, Dr Martin Brader, Vice-Principal of Trevelyan College would be happy to speak to you at .

    Typical Role Requirements

    Service Delivery

    • Provide a responsive and proactive support service for stakeholders.  
    • Focus on checking stakeholder requirements to ensure the delivery of excellence with the frontline stakeholder experience. 
    • Solve day-to-day 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 stakeholder 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.


    • 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. 


    • Respond to service users answering and recording standard queries and bookings for activities and/or events. 
    • 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. 
    • Provide guidance to service users with the use of and access to exhibitions, artefacts, resources and equipment. 
    • Liaise with internal and external suppliers and specialists with the organisation, planning and delivery of services, activities and events. 
    • Any other reasonable duties. 

    Useful links 

    If you would like further information you may find the following will help 

    Trevelyan 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  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.

    DBS Requirement: Not Applicable.

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