Student Support Officer

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? - Durham University

The Role and the Department

Following a major review of our Student Support Services, Durham University have established new Student Support Hubs within each of our four academic faculties. We are seeking to recruit three talented student support officers. Two posts will work under the direction of the Functional leadership team to provide additional resource and cover for staff absence and periods of vacancy. The third post will be based within one or more departments in the Faculty of Science. The Student Support Officers support the delivery of our ambitious strategy for world-leading student experience and to provide academic student support across our departments.

The hubs will provide a key point of contact for students, offer advice and support to those students whose progress has faltered or who are experiencing difficulties and ensure all students receive timely and consistent advice to support their academic progress to ensure they have a successful learning and development experience. The Student Support Hubs will work closely with student support staff within our colleges and our specialist student support services to ensure a package of support is put in place.

The post holder will provide direct support to students in one or more academic departments, working in partnership with departmental Learning and Teaching teams and academic staff in key student facing roles, to proactively monitor and identify students who may need additional support. The post holder will also provide advice to staff and students on the University's regulations, policies and procedures, alongside wellbeing support processes and escalation routes. The role has a clear career progression pathway within the University's student support framework and includes role specific training and development. The nature of the role means the postholder will need to be flexible and happy to be deployed to different academic departments as need arises.

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 plus access to holiday camps for children aged 5-16.
• 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.

Discover more about our total rewards and benefits package here.

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:
Essential Criteria

Qualifications/Experience
1. 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.
2. Experience and expertise in the development and delivery of services relevant to student support.
3. Experience of providing advice and guidance to a range of customers and colleagues.
4. Experience of implementing policies and procedures.
Skills/Abilities/Knowledge
5. Excellent spoken and written communication skills including the ability to develop effective working relationships, both
internally and externally.
6. Strong digital competence across a range digital devices and apps including [digital communication tools, Microsoft 365 applications, business systems].
7. Committed to continuing professional development relevant to this role.
8. Ability to plan and organise their own workload and activities involving the service.
9. Ability to solve problems and decide on and plan appropriate solutions.
10. Ability to participate in networks to share and discuss good practice and exchange information.

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:

1. A CV:

2. A covering letter which details your experience, strengths and potential in the requirements set out in the essential criteria;

3. A word document with detailed examples of how you satisfy each of the essential criteria within the person specification. Please bullet point your answers in the same order as in the essential criteria.

Contact details
If you would like to have a chat or ask any questions about the role, Dr Rachel Dickins would be happy to speak to you
(r.s.dickins@durham.ac.uk)

Typical Role Requirements

Service Delivery
• Show a commitment to equality, diversity and inclusion and the University's values.
• Ensure that the University's procedures and values are always reflected in all aspects of the service provided and adapt ways of working where this is not evident.
• Provide specialist advice and make decisions to resolve problems relating to the services for which you are responsible.
• Use your experience and problem-solving skills to investigate and resolve issues relevant to your role and make recommendations based on your findings.
• Provide the best possible service to staff, students and others who you work with by reviewing and making suggestions to improve the service.
• Collect and record data and information accurately

• Interpret and present information and data on student support activities within the Faculty Student Support Hub, providing
  reports as required.
  • Draft relevant documents and guidance, including reports and information for SharePoint sites, as necessary.
  • Maintain an overview of student wellbeing issues and report any incidents as appropriate.
  • Support the welfare of our students and refer them to appropriate support services when necessary.

Planning and Organising
• Plan and organise own workload to deliver the role.
• Manage the delivery of delivery of frontline student support services in different departments within the University.
• Plan, manage and deliver assigned projects and activities in accordance with agreed objectives.
• Seek feedback from staff, students and anyone else that you come across as part of your role to ensure that the service
is updated to meet customer expectations.

Communication/Liaison
• Develop and improve services by taking part in meetings, communities of practice, working groups and committees.
• Liaise with other service areas to ensure the most diverse and accessible delivery and promotion of projects, events and
initiatives.
• Act as a first point of contact for student support queries and welfare issues, for one or more departments, for students,
academic and professional support staff liaising with Curriculum, learning and Assessment Service, the Colleges and
professional support services where necessary.
• Build relationships with academic departments, Academic Offices, colleges, the Student Support and Wellbeing
Directorate and specialist student support services, networking internally through Faculty Student Support Hubs and
externally to share good practice, exchange information and work together on joint initiatives.
• Draw on internal networks and relationships as above to increase your knowledge and skills, while swapping information
with peers.
• 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 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.

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