Operations 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.

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

The Operations Administrator will be based within the Faculty of Arts and Humanities but will be affiliated and work within with one or more academic departments. The role is to provide proactive support working within Departmental and cross-Departmental teams. The role holder will be expected to undertake administrative tasks and support processes that underpin the delivery of the Faculty and Department Strategies, particularly with respect to teaching, research and related operations, demonstrating a commitment to customer service excellence.

In this role, the successful candidate will provide direct support to the Faculty Operations Manager and Departmental Managers on a range of operational tasks which typically include:

• Managing of an operations administration shared email account and responding directly to inquiries from both staff and students in allocated departments
• Processing room bookings, setting up online and in-person meetings and coordinating event planning and diaries
• Supporting the Department Manager with the processing of part-time teaching payment claims and other ad hoc payments.
• Carrying out routine Health and Safety checks and liaising with Estates and Facilities on a range of maintenance issues
• Processing of documentation for Honorary Fellows and visitors
• Liaising with stakeholders across the University and external to the University.
• Committee servicing.
• Support for updating web pages and social media accounts.

Core responsibilities:

• Provide a responsive and proactive support service for stakeholders, in particular with respect to academic staff, University and Departmental colleagues and external partners and, as required to the student body.
• Focus on checking stakeholder requirements to ensure the delivery of excellence with the frontline stakeholder experience.
• Provide a prompt response to service users answering and recording standard queries and bookings for activities and/or events, referring to other staff and departments as appropriate.
• Contribute to the planning of team activities, work and deadlines to ensure the smooth running and timeliness of service particularly with respect to members of staff (academic and non-academic) and visitors from pre-contract/arrival, through induction and onwards.
• 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, to include confidential material relating to personnel, research contracts etc.
• Deal with information requests finding solutions or escalating queries where necessary.
• Flexible in approach to accommodate the needs of team members and/or service users.
• Assist team members to organise, plan and prepare for events, meetings and activities such as staff induction, research meetings, external stakeholder meetings, seminar series etc.
• Liaise with internal and external colleagues and organisations to pass on information.
• Apply professional and regulatory procedures and processes and 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.

Role responsibilities:

• Work with team members to ensure the smooth running of administrative processes to support staff, students, visitors 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, particularly with respect to personnel, health and safety, contractual/service documentation.
• Liaise with members of academic staff and representatives from other service areas, and external 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 documentation, particularly with regard to HR policies, Health and Safety, business assurance etc.
• 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 to support staff recruitment, research, teaching and network building with internal and external stakeholders.
• Any other reasonable duties.

Specific role requirements

Ability to work out of normal office hours on occasion and with notice e.g. to support events.  This post is full-time (1FTE).

Working at Durham  

A competitive salary is only one part of the many fantastic benefits you will receive if you join the University:

•    You’ll receive 27 days annual leave per year in addition to 8 public holidays and 4 customary days per year - a total of 39 days. 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. 
•    You can access exclusive discounts via our benefits portal including money off at supermarkets, high street retailers, IT products such as Apple, eating out and days out at various attractions.  
•    Our on-site nursery is rated Outstanding by Ofsted, and you can access holiday camps for children aged 5-16. 
•   We provide wide-ranging health and wellbeing support including discounted membership for our state-of-the-art sport and gym facilities and access to a 24-7 Employee Assistance Programme.   
•    We offer all staff the opportunity to take part in volunteering activities to make a difference to the local community.  
•    Our family friendly policies, including maternity and adoption leave, are among the most generous in the higher education sector (and likely above and beyond many employers).   
•    If you are keen on advancing in your role or career, we have a genuine passion for developing our colleagues from qualifications to IT skills, courses and apprenticeships.  
•    We offer generous pension schemes with varying contribution amounts to help you plan for your future.   

Discover more about our total rewards and benefits package here. 

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.

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. 

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.  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 
•    Optional - A covering letter which shows examples of how you meet all of the criteria within the Person Specification  

Contact details 
If you would like to have a chat or ask any questions about the role, Karen Humes, Department Manager, would be happy to speak to you. karen.humes@durham.ac.uk

Typical Role Requirements   

Here are the kind of activities that you’ll be asked to undertake and ways in which you’ll be expected to operate.

Service Delivery

·       Contribute to equality, diversity and inclusion, and the University’s values.

·       Provide an excellent and timely service to our students, your colleagues and anyone else you come across as part of your role.

·       Use your experience and problem-solving skills to resolve routine issues relevant to your role such as [payment queries] and provide information and updates to help your team find solutions.

·       Collect, organise and record data and information accurately and provide reports as required.

·       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, Excel and Powerpoint to deliver services.

·       Update guidance on standard operating procedures followed by the team.

·       Arrange meeting/event venues and travel arrangements for other team members.

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 undertaken within your service and contribute to team planning activities.

·       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 e.g. bookings for activities/events 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 suppliers, contractors, specialists and service providers to plan the delivery of services and events.

·       Provide support for meetings, working groups and committees, such preparing and sending documents for meetings, drafting reports and taking minutes.

·       Any other reasonable duties.

 
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. 

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.

What you need to demonstrate when you apply

To be considered for this role, here are the skills/experience we’re looking for:
   
Qualifications/Experience

1.     Five GCSEs at least Grade C or level four (or equivalent) including English Language and Mathematics or equivalent experience.

2.    Demonstrable experience of working in a busy office environment delivering front line administrative services or having relevant qualifications for the role.

3.     Demonstrable experience of managing time to meet deadlines and working under pressure without compromising on quality.

Skills/Abilities/Knowledge

4.     Good spoken and written communication skills.

5.     Good digital skills including experience in using digital devices and apps including [the internet, email, digital communication tools, Microsoft 365 applications, digital booking systems].

6.     Committed to continuing professional development.

7.     Ability to solve problems and resolve straightforward issues yourself and as part of a team.

8.     Ability to provide advice and guidance to a range of colleagues and customers.

9.   A high level of discretion and the ability to maintain confidentiality

Desirable Criteria

• Post-16 qualification or equivalent experience.
• Relevant administrator experience in a busy office environment
• Experience of working in Higher Education