Student Support Administrator

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.

This role will be based in Stephenson College, a modern, progressive College which celebrated its 20th anniversary in 2021. Stephenson is a medium-size college with a multi-disciplinary community constituting 1200 undergraduates and 175 postgraduates. Around 430 students live in College. The College works closely with its student common rooms to deliver an enriching student experience that is meaningful for all of its students. It also has a growing Senior Common Room and alumni community, both of which contribute to the life of Stephenson College. Our college values are courage, curiosity, responsibility, inclusivity and kindness, and we believe that change starts with us. 

The post-holder 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 support the running of an efficient and effective administrative support service to the college management team in relation to student support, and will be a primary point of contact for the students of the College.

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 and inclusion.

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

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.  
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 GCSE’s at least Grade C or level four (or equivalent) including English Language and Mathematics (or equivalent experience or qualifications). 
4.    Post-16 qualification or equivalent experience.   
5.    Evidence of relevant personal development to maintain skills.  
6.    Relevant administrative experience in a busy office environment.  
7.    Demonstrable ability to provide advice and guidance to a range of customers and colleagues.  
8.    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.  
9.    Ability to solve problems as part of a team and resolve straightforward issues.    
10.    Experience of working in a team.  

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. Please give examples for all of the essential criteria listed. 

Contact details 
If you would like to discuss the role or ask any questions, please contact Jane Dove, Assistant Principal on [email protected].  

Typical Role Requirements

• Provide a responsive and proactive support service for students of the College.
• Focus on checking student requirements to ensure the delivery of excellence in the frontline student experience.
• Respond to students and members of University staff, answering and recording standard queries and bookings for activities such as student support appointments.
• Contribute to the planning of team activities, work and deadlines to ensure the smooth running and timeliness of service.
• 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.
• Flexible in approach to accommodate the needs of team members and/or students.
• Assist team members to organise, plan and prepare for events, meetings and activities.
• Apply professional and regulatory procedures and processes including in relation to the use of systems.
• Liaise and collaborate with staff in other areas of the organisation to ensure a seamless, smooth and efficient service
• Resolve queries and requests for information and advice and escalate more specialist and complex queries or issues to more experienced team members. 
• Work with team members to ensure the smooth running of administrative processes to support people and business activities.
• Apply standard professional and recognised regulatory procedures to process, check and reconcile anomalies within data and information sets.
• Compile, record, store and archive data and information to ensure the accuracy and safety of information.
• Liaise with representatives from other service areas, professional organisations and agencies where necessary.
• Use standard office-based digital systems, tools and equipment to carry out data recording, communications and networking.
• Provide service and support for networks, committees and meetings, to draft and distribute documents and communications in standard professional formats.
• Process and update key business process documentation.
• Liaise with internal and external suppliers and specialists with the organisation, planning and delivery of services, activities and events.
• Make venue, catering, travel and/or equipment arrangements for events, meetings and activities.
• Any other reasonable duties
• The post- holder may on occasion be required to be available in the evening and weekends to participate in College and University events such as Open Days.  

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 Privacy Notices - Durham University  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.