Student Support Administrator - John Snow College

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 found here.

Find out more about the benefits of working at the University and what it is like to live and work in the Durham area on our Why Join Us? - Information Page.

The Role and the Department

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John Snow College is seeking to recruit a full-time Student Support Administrator on a one-year fixed-term contract.

This is a key student-facing role based within the College Office. The successful candidate will provide front-line administrative support and guidance to students, staff and visitors, helping to ensure the efficient day-to-day operation of the College.

The role is fully office-based, with normal working hours of Monday to Friday, 9.00am to 5.00pm Occasional evening and weekend working may be required to support College events and activities such as Open Days. Such requirements are expected to be infrequent. Time Off in Lieu (TOIL) will be available in these circumstances.

About the Role

The post holder will contribute to a broad range of activities that support both College and University strategic objectives, with responsibility for the effective delivery of college administrative services.

Working as part of a professional administrative team, the successful candidate will provide high-quality support to the College Management Team and help ensure the smooth running of college operations.

As a first point of contact for many enquiries, the post holder will work closely with the Student Experience Coordinator to support the day-to-day functions of the College Office.

Responsibilities will include:

• Responding to enquiries from students, staff and visitors.
• Managing the College inbox and directing enquiries appropriately.
• Maintaining accurate student records and information.
• Coordinating room bookings and schedules.
• Supporting the successful planning and delivery of Open Days, providing a welcoming and professional experience for prospective students and visitors as a representative of the College.
• Supporting diary management and meeting arrangements.
• Assisting with the planning and delivery of college events and activities.
• Processing payments and maintaining associated records using College and University systems.
• Providing general administrative support across the College.

The post holder will also undertake other duties commensurate with the grade and responsibilities of the role as reasonably required by the Student Experience Coordinator or members of the College Management Team.
What You Need to Demonstrate When You Apply

To be considered for this role, applicants should be able to demonstrate the following knowledge, skills and experience.

Qualifications and Experience

Five GCSEs at Grade C/Level 4 or above (or equivalent), including English Language and Mathematics, or equivalent relevant experience.

Experience of working in a busy administrative, office or customer-facing environment, providing professional administrative support and a high standard of customer service.

Experience of managing a varied workload, prioritising competing demands and meeting deadlines while maintaining a high level of accuracy and attention to detail.

Skills, Knowledge and Abilities

Excellent written and verbal communication skills, with the ability to communicate effectively with a wide range of stakeholders.

Good digital skills, including experience of using Microsoft 365 applications such as Outlook, Word, Excel and Teams, together with email, online communication tools and information management systems.

Ability to quickly learn and effectively use a range of administrative and finance systems to process payments accurately, maintain records and support service delivery.

Demonstrable commitment to continuous professional development and a willingness to learn new skills, systems and processes.

Ability to identify and resolve routine problems independently, exercising judgement within established procedures and recognising when issues should be escalated.

Ability to provide accurate advice, guidance and support to students, colleagues and other service users, delivering a high standard of customer service.

Ability to manage confidential and sensitive information appropriately, demonstrating professionalism and discretion.

Ability to work collaboratively as part of a team while also taking responsibility for individual tasks and priorities.

Desirable Criteria

Experience of working within a higher education environment.

How to Apply

To progress to the assessment stage, candidates must provide evidence demonstrating how they meet each of the essential criteria within the person specification. Applicants are also encouraged to provide evidence against any desirable criteria where applicable.

While some criteria will be assessed at the shortlisting stage, others may be assessed later in the recruitment process, including at interview.

Submitting Your Application

We prefer to receive applications online. You will receive updates throughout the recruitment process via automated emails from our e-recruitment system. Please check your junk or spam folder regularly to ensure you receive all correspondence.

What You Are Required to Submit

• A CV.
• A covering letter that clearly demonstrates how you meet each of the criteria outlined in the person specification.

Interview

Please note that the interviews for this role are to be held in-person only.

Contact Details

If you would like an informal discussion about the role, or have any questions, please contact: [email protected]

Typical Role Requirements

The following outlines the types of activities you will be expected to undertake.

Service Delivery

• Contribute to equality, diversity and inclusion and uphold the University's values.
• Provide an excellent, professional and timely service to students, colleagues and stakeholders.
• Resolve routine enquiries and issues, seeking guidance or escalating matters where appropriate.
• Develop, implement and maintain effective office procedures and systems to support efficient service delivery.
• Prioritise and manage a varied workload, balancing competing demands and meeting deadlines.
• Handle sensitive and confidential information appropriately and in accordance with university policies.
• Use College and University systems to process transactions, maintain records and support administrative services.
• Process payments accurately and within required timescales, maintaining appropriate financial records.
• Collect, organise and maintain data and information, producing reports and analysis where required.
• Ensure records and documentation are accurate, up to date and securely maintained.
• Apply relevant University regulations, policies and procedures, including GDPR requirements.
• Respond to enquiries promptly, accurately and courteously, maintaining a high standard of customer service.
• Promote positive wellbeing and contribute to a supportive and inclusive working environment.

Teamwork

• Work collaboratively with colleagues to ensure the efficient delivery of college services.
• Support colleagues in planning, organising and preparing for meetings, events and College activities.
• Contribute positively to team objectives and planning activities.
• Share information and knowledge appropriately to support effective team working.
• Assist in reviewing and improving administrative processes and services.
• Respond to requests for information and advice, referring more complex issues to senior colleagues where necessary.
• Adapt to changing priorities and support colleagues during busy periods.

Communication and Liaison

• Act as a professional first point of contact for students, staff, visitors and external stakeholders.
• Seek and respond to feedback to help improve services and the student experience.
• Record and manage information received through a range of channels, including email, Microsoft Forms and University systems.
• Liaise effectively with colleagues across the University to ensure services are delivered efficiently and collaboratively.
• Provide administrative support for meetings, committees and working groups, including preparing and distributing documentation.
• Assist with the planning and delivery of college events, including Open Days, inductions, formal events and student activities.
• Liaise with external suppliers, contractors and service providers to support the effective delivery of services and events.
• Communicate information clearly, accurately and professionally, both verbally and in writing.
• Undertake any other reasonable duties commensurate with the grade of the role.

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 Job Applicants/Potential Job Applicants - Privacy Notice which provides information on the collation, storing and use of data.

SECONDMENT
The post is full time, fixed term for a one-year period and may be offered on an internal secondment basis subject to the agreement of the current line manager.
If an internal member of staff is appointed to this role on a secondment basis, for pension purposes this will be processed in line with Step-Up arrangements. For further details please click here.

Durham University is a UKVI sponsor. Applicants who require sponsorship to work in the UK should note that not all roles are eligible. Further information on visa requirements and eligibility can be found on the UKVI website.

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