Durham University
Enquiries Administrator
Job Location
Durham, United Kingdom
Job Description
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 vast 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 purpose of the role is to provide a professional communication service to various stakeholders including students, their advisers, agents, and University staff. The postholder will influence stakeholder perceptions by positively promoting and marketing the University and the service they offer. They will develop, maintain, and use a Knowledge Base of common enquiry topics, and develop knowledge of Admissions processes and student experience offered by Durham University.
This post requires the holder to represent the University to global audiences and maintain a professional manner in sometimes challenging situations.
Based in the Student and Academic Services Directorate, Student Recruitment and Admissions (SRA) comprises approximately 100 staff and brings together several teams providing services in events, enquiry management, widening access and participation, outreach, schools liaison, CRM campaigns, data analysis and forecasting, systems development, and admissions.
We are committed to creating a welcoming and inclusive environment where our people feel supported and valued, enabling them to not only succeed but thrive. The opinions and expertise of our teams are welcomed to help shape departmental activities.
SRA provides a critical service to the University in ensuring its financial sustainability, delivering target student numbers and increasing diversity in line with strategic aims and targets. It is the public face of the University in UK schools and colleges, through contact with prospects, enquirers and applicants across the world, and through our events programme. The department includes a range of professionals from a number of specialisms including administrators, decision makers, data analysts and forecasters, IT specialists, designers and marketers, events managers and recruiters. Teams work collaboratively, using the expertise across the department to jointly deliver the optimum service to our internal and external customers. The department is also responsible for adherence to requisite regulations and UCAS contract requirements.
SRA works in collaboration with colleagues across the University, most notably with the Marketing Team (Marketing and Communications) to develop pre-contact and conversion marketing campaigns, the International Office for international student recruitment and Strategic Planning and Insight in managing numbers. It also works alongside academic departments, faculties and colleges in the development of their contributions to recruitment, conversion and admissions activity. SRA also provides domestic market insight and customer relationship management. Current students are closely involved in the delivery of some of our recruitment, conversion, widening access and participation activity.
Holly Chatbot, an AI Assistant developed by Student Recruitment and Admissions with colleagues in Computer and Information Services and an external company (ICS.AI) was shortlisted for the Times Higher Technological or Digital Innovation of the Year 2021.
SRA has adopted a hybrid working model, with staff currently working a minimum of 40% of their time per week on-campus or attending external events, and for the rest of their working time having the option of working from home.
Staff leave is not permitted during the week that JCQ results are published (that date in 2024 is week commencing 12 August) and on occasional days through the year when major recruitment events are delivered, such as open days.
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, eight public holidays and four 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 access to holiday camps for children aged 5-16 throughout the year.
• 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 is important to us that all 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 adjust and 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 provide examples/evidence of the skills you have which would make you right for this role.
To be considered for this role, here are the skills/experience we are looking for:
Essential Criteria
Qualifications/Experience
1. Five GCSE's at least Grade C or level four (or equivalent) including English Language and Mathematics or equivalent experience.
2. Experience of working in a busy office environment delivering front line customer service or having relevant qualifications for the role.
3. Experience of managing time and working under pressure without compromising on quality.
Skills/Abilities/Knowledge
4. Excellent spoken and written communication skills.
5. Demonstrable ability to provide a high-quality advice and guidance service to a range of customers and colleagues.
6. Good digital skills including experience in using digital devices and apps including telephony systems, Live Chat, Microsoft 365 and digital booking systems.
7. Committed to continuing professional development.
8. Ability to solve problems and resolve straightforward issues yourself and as part of a team.
9. Ability to serve a wide range of customers with tact and diplomacy.
Desirable Criteria
10. Experience of working with a CRM system to manage enquiries.
11. Knowledge and experience of Higher Education admissions processes.
12. Post-16 qualification or equivalent experience.
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 is 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
• Please provide a word document highlighting how you demonstrate the essential criteria above. Provide a table of two columns - listing criteria in the right-hand column and examples/evidence of experience in left hand column.
Contact details
If you would like to have a chat or ask any questions about the role, Joanna Hall (joanna.hall@durham.ac.uk) would be happy to speak to you.
Typical Role Requirements
Here are the kind of activities that you will 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, colleagues and anyone else you come across as part of your role.
• Use your experience and problem-solving skills to resolve routine issues with things relevant to your role and provide information and updates to help your team find solutions.
• Collect, organise and record data and information accurately.
• Promote positive wellbeing arrangements which benefit you and your team.
• When carrying out your role, use and apply relevant professional and regulatory standards [e.g. data protection] when managing data.
• Use standard office-based devices and applications such as Word, Teams and Excel to deliver services.
• Update guidance on standard operating procedures followed by the team.
Teamwork
• Resolve queries and respond to requests for information and advice and bring any complex issues to the attention of more experienced team members.
• Help your team organise and provide administrative services that support key activities for example] Open day events and UCAS events.
• Help your team ensure that products and services are adapted in response to feedback and to meet changing demands.
Communication/Liaison
• Seek feedback from students, staff and anyone else that you come across as part of your role on their requirements from your service to ensure that their reasonable expectations are being met.
• Record information and respond to queries which you receive.
• Liaise with staff in other areas, professional organisations and agencies to ensure that services are being delivered in an efficient and collaborative way.
• Liaise with external service providers to plan the delivery of services and events.
• Any other reasonable duties.
• Occasional weekend/evening working will be required. This is to attend external events and assist with tasks such as open days and undergraduate confirmation. Due to the operational needs of the Office, annual leave is not permitted between the receipt of A level results in mid-August and the 31st of August each year, and the number of staff permitted to be on annual leave during September is restricted.
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.
Location: Durham, GB
Posted Date: 10/23/2024
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 vast 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 purpose of the role is to provide a professional communication service to various stakeholders including students, their advisers, agents, and University staff. The postholder will influence stakeholder perceptions by positively promoting and marketing the University and the service they offer. They will develop, maintain, and use a Knowledge Base of common enquiry topics, and develop knowledge of Admissions processes and student experience offered by Durham University.
This post requires the holder to represent the University to global audiences and maintain a professional manner in sometimes challenging situations.
Based in the Student and Academic Services Directorate, Student Recruitment and Admissions (SRA) comprises approximately 100 staff and brings together several teams providing services in events, enquiry management, widening access and participation, outreach, schools liaison, CRM campaigns, data analysis and forecasting, systems development, and admissions.
We are committed to creating a welcoming and inclusive environment where our people feel supported and valued, enabling them to not only succeed but thrive. The opinions and expertise of our teams are welcomed to help shape departmental activities.
SRA provides a critical service to the University in ensuring its financial sustainability, delivering target student numbers and increasing diversity in line with strategic aims and targets. It is the public face of the University in UK schools and colleges, through contact with prospects, enquirers and applicants across the world, and through our events programme. The department includes a range of professionals from a number of specialisms including administrators, decision makers, data analysts and forecasters, IT specialists, designers and marketers, events managers and recruiters. Teams work collaboratively, using the expertise across the department to jointly deliver the optimum service to our internal and external customers. The department is also responsible for adherence to requisite regulations and UCAS contract requirements.
SRA works in collaboration with colleagues across the University, most notably with the Marketing Team (Marketing and Communications) to develop pre-contact and conversion marketing campaigns, the International Office for international student recruitment and Strategic Planning and Insight in managing numbers. It also works alongside academic departments, faculties and colleges in the development of their contributions to recruitment, conversion and admissions activity. SRA also provides domestic market insight and customer relationship management. Current students are closely involved in the delivery of some of our recruitment, conversion, widening access and participation activity.
Holly Chatbot, an AI Assistant developed by Student Recruitment and Admissions with colleagues in Computer and Information Services and an external company (ICS.AI) was shortlisted for the Times Higher Technological or Digital Innovation of the Year 2021.
SRA has adopted a hybrid working model, with staff currently working a minimum of 40% of their time per week on-campus or attending external events, and for the rest of their working time having the option of working from home.
Staff leave is not permitted during the week that JCQ results are published (that date in 2024 is week commencing 12 August) and on occasional days through the year when major recruitment events are delivered, such as open days.
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, eight public holidays and four 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 access to holiday camps for children aged 5-16 throughout the year.
• 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 is important to us that all 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 adjust and 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 provide examples/evidence of the skills you have which would make you right for this role.
To be considered for this role, here are the skills/experience we are looking for:
Essential Criteria
Qualifications/Experience
1. Five GCSE's at least Grade C or level four (or equivalent) including English Language and Mathematics or equivalent experience.
2. Experience of working in a busy office environment delivering front line customer service or having relevant qualifications for the role.
3. Experience of managing time and working under pressure without compromising on quality.
Skills/Abilities/Knowledge
4. Excellent spoken and written communication skills.
5. Demonstrable ability to provide a high-quality advice and guidance service to a range of customers and colleagues.
6. Good digital skills including experience in using digital devices and apps including telephony systems, Live Chat, Microsoft 365 and digital booking systems.
7. Committed to continuing professional development.
8. Ability to solve problems and resolve straightforward issues yourself and as part of a team.
9. Ability to serve a wide range of customers with tact and diplomacy.
Desirable Criteria
10. Experience of working with a CRM system to manage enquiries.
11. Knowledge and experience of Higher Education admissions processes.
12. Post-16 qualification or equivalent experience.
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 is 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
• Please provide a word document highlighting how you demonstrate the essential criteria above. Provide a table of two columns - listing criteria in the right-hand column and examples/evidence of experience in left hand column.
Contact details
If you would like to have a chat or ask any questions about the role, Joanna Hall (joanna.hall@durham.ac.uk) would be happy to speak to you.
Typical Role Requirements
Here are the kind of activities that you will 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, colleagues and anyone else you come across as part of your role.
• Use your experience and problem-solving skills to resolve routine issues with things relevant to your role and provide information and updates to help your team find solutions.
• Collect, organise and record data and information accurately.
• Promote positive wellbeing arrangements which benefit you and your team.
• When carrying out your role, use and apply relevant professional and regulatory standards [e.g. data protection] when managing data.
• Use standard office-based devices and applications such as Word, Teams and Excel to deliver services.
• Update guidance on standard operating procedures followed by the team.
Teamwork
• Resolve queries and respond to requests for information and advice and bring any complex issues to the attention of more experienced team members.
• Help your team organise and provide administrative services that support key activities for example] Open day events and UCAS events.
• Help your team ensure that products and services are adapted in response to feedback and to meet changing demands.
Communication/Liaison
• Seek feedback from students, staff and anyone else that you come across as part of your role on their requirements from your service to ensure that their reasonable expectations are being met.
• Record information and respond to queries which you receive.
• Liaise with staff in other areas, professional organisations and agencies to ensure that services are being delivered in an efficient and collaborative way.
• Liaise with external service providers to plan the delivery of services and events.
• Any other reasonable duties.
• Occasional weekend/evening working will be required. This is to attend external events and assist with tasks such as open days and undergraduate confirmation. Due to the operational needs of the Office, annual leave is not permitted between the receipt of A level results in mid-August and the 31st of August each year, and the number of staff permitted to be on annual leave during September is restricted.
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.
Location: Durham, GB
Posted Date: 10/23/2024
Contact Information
| Contact | Human Resources Durham University |
|---|