Enquiries Coordinator

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 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 foundhere

The Role and the Department

The Enquiries Coordinator will promote and market the University to prospective students and their advisers through the management of enquiries and by working collaboratively with stakeholders across the University. The post holder will have particular responsibility for developing relationships with key stakeholders, especially those delivering strategic priorities such as internationalisation and widening access, and ensuring that enquiries systems and processes are supporting these activities. They will provide expert information, advice and guidance in specific areas and deliver training for the team of Enquiries Administrators and other colleagues. They will conduct trend analysis to anticipate and react to peaks of enquiries activity. The post holder will also support the development and continuous improvement of the service delivery and provide first-level cover for the Enquiries Manager and Enquiries Assistant Manager in their absence.

The post-holder 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 an 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.

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 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 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 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/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 asterisk* next to it, it may be given additional weighting when your application is considered.

Your application should cover the following criteria:

When you apply it is important that you provide examples/evidence of the skills you have which would make you right for this role.

Essential Criteria

Qualifications/Experience

Five GCSE's at least Grade C or level four (or equivalent) including English Language and Mathematics or a Post-16 qualification or equivalent experience.

Experience of working in a busy office environment delivering front line administrative services to a high standard.

Experience of managing time to meet deadlines and working under pressure without compromising on quality.

Experience of providing advice and guidance to a range of customers and colleagues.

Relevant administrative experience in a busy office environment.

Skills/Abilities/Knowledge

Excellent spoken and written communication skills including the ability to develop effective working relationships, both internally and externally.

Strong digital competence across a range digital devices and apps including digital communication tools and Microsoft 365 applications.

Ability to solve problems yourself and as part of a team and resolve issues, plan solutions and make pragmatic decisions.

Committed to continuing professional development.

Ability to participate in networks to share and discuss good practice and exchange information.

A high level of professionalism and confidence. This post requires the holder to represent the University to global audiences and maintain a professional manner in challenging situations.

Desirable Criteria

Experience of working with a CRM system to manage enquiries.

Experience in delivering training.

Knowledge and experience of Higher Education admissions processes.

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 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

• 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, Leanne Britton ([email protected]), would be happy to speak to you.

Typical Role Requirements

Service Delivery

• Show a commitment to equality, diversity and inclusion and the University's values.
• Ensure that relevant regulatory and professional standards are being used within services being delivered by your team.
• Help to develop and implement policies and procedures relating to your service area.
• Respond to queries and provide information/advice, while raising more specialist or complex queries with more experienced team members.
• Use your experience and problem-solving skills to investigate and resolve issues relevant to your role such as application errors, and make recommendations based on your findings.
• Continually review what is required from prospective students and others to make sure the best possible service is provided.
• Ensure that processes and business systems effectively support the services being delivered by the team.
• Monitor and analyse enquiry trends/patterns and report your findings to senior colleagues.
• Ensure that data is accurate and provide reports and analysis of patterns and trends to senior colleagues.
• Capture and share information and data that needs to be shared with relevant networks and committees.
• Use digital media e.g. SharePoint to update team members.

Planning and Organising

• Plan and organise own workload to deliver the role.
• Monitor processes and activities to ensure team priorities are met.

Teamwork

• Provide specialist support and advice to team members on Undergraduate and Postgraduate recruitment and admissions processes.
• Explain and provide instruction to other team members on how to correctly record and manage data.
• Make changes to the services provided by your team in discussion with other team members.
• Identify opportunities and contribute to decisions on how to improve services being delivered by the team.
• Seek feedback from stakeholders (prospective students, agents etc) on their requirements from your service and recommend improvements to senior colleagues.

Communications/Liaison

• Use your knowledge and expertise to provide advice and guidance to resolve problems and respond to a wide range of queries.
• Provide instruction and demonstrations to others within the University, or those with an interest in applying to Durham.
• Create good working relationships with other team members and anyone else that you come across as part of your role to work together on joint activities.
• Liaise with [staff in other areas, professional organisations and agencies] to ensure that services are being delivered in an efficient and collaborative way.
• Create good working relationships with internal and external partners and suppliers to work together on joint activities.
• Build relationships with contacts and contribute to internal and external networks to share good practice and exchange information.
• 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 Universitywhich 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