Reception Helpdesk Assistant

The University

At Durham University, we are proud of our people, because they are at the heart of our globally outstanding institution, which is a key part of our local community. We inspire our people to do extraordinary things and we invite you to join our fantastic team.

Across the University, we have a huge variety of roles and responsibilities, which together make us one large and successful community. 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.

At the University we promote and actively champion equality, diversity and inclusion. It is crucial that everyone can be themselves and can flourish in an environment where everyone respects each other and is treated fairly. We want our people and wider community to feel happy, secure and proud to be a part of Durham. We are looking for the same values in you.

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. For more information on our EDI strategy and values, click here.



The Role and Department
The Operations Directorate: Elevating the Student and Staff Experience

The Operations Directorate is integral to the Colleges and Student Experience Division, dedicated to providing a world-class experience for our diverse student and staff communities, which is essential to our students' learning journey. Our passionate team delivers services and facilities across 15 colleges, including catering, housekeeping, reception, security, and maintenance. These resources create a safe environment where our students can live, work, dine, socialise, and thrive together.

Within the Operations Directorate, we have three key areas:

1. University Catering: Our robust catering team of 500 ensures fresh, exciting, and diverse dining experiences throughout our colleges, catering to the unique needs of our University Community, which includes students, staff, and visitors, and offer expert advice on bar management.

2. College Operations: With over 200 dedicated professionals, we provide residential services within the colleges as well as supporting student and non-student-led events.

3. Retail Services: Our branded retail catering and merchandise outlets offer an enticing array of menus and high-quality products thoughtfully presented to enhance the shopping experience for our students and staff whilst building positive relationships via efficient service and attentive staff.

In addition to a highly competitive salary and rewards package, our strategic focus includes ongoing development opportunities for our people. Join us today and shape your career at Durham University

The Role

Reception Helpdesk Assistants act as the first point of contact for students, staff, and visitors in colleges providing a highly response service to customers as well as a professional and friendly welcome service. Reception is at the heart of a college's day to day activities and Reception Helpdesk Assistants answer telephone queries, receive and issue post, make and amend room bookings, as well as providing assistant, directions and information.

Further information about the role and the responsibilities is at the bottom of this job description.

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 additional to 8 public holidays and 4 customary days per year), a total of 39 days including time off 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.
• Discounts 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.
• On site nursery is available plus access to holiday camps for children aged 5-16.
• 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.
• The opportunity to take part in staff volunteering activities.
• 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)
• 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.
• Generous pension schemes.

Discover more about our total rewards and benefits package here.
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 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 team delivering customer focussed services or having relevant qualifications for the role.
3. General administrative experience in an office environment.
4. Experience of managing time to meet deadlines.

Skills/Abilities/Knowledge
5. Good spoken and written communication skills.
6. Good digital skills including experience in using digital devices and apps including the internet, email, digital communication tools, Microsoft 365 applications, digital booking systems.
7. Committed to training/continuing professional development.
8. Ability to solve problems as part of a team and resolve straightforward issues.
9. Ability to provide advice and guidance to a range of colleagues and customers.

How to Apply

We prefer to receive applications online. When you apply you need to submit a CV and a statement that tells us your experience and gives examples of how you meet the criteria above and/or submit the application form and include the information within the form.

We will update you about your application at various points throughout the selection process, via automated emails from our e-recruitment system. Please check your spam/junk folder periodically to make sure you have not missed any of our updates.

Who to contact for more information

If you would like to have a chat or ask any questions about the role or if you are struggling to complete the application process, the Operations Directorate Systems and Administration Team would be happy to speak to you - operations.recruitment@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
• Provide an excellent and timely service to our students, your colleagues and anyone else you come across as part of your role.
• Log, record and pass on information for use by others.
• Follow established procedures when carrying out your role and vary or refer to more senior colleagues when necessary.
• Collect, organise and record data and information accurately for use by others.
• When carrying out your role, apply relevant industry and regulatory standards.
• Carry out some tasks that may require specialist skills.
• Operate everyday tools and domestic equipment.
• Look after yourself and others by following health and safety regulations, being aware of any hazards and risks and reporting any incidents.
• Follow established security protocols when dealing with other staff that are new to an area of work.

Teamwork
• Help and cooperate with the rest of your team.
• Help your colleagues when required with other key activities undertaken within your service.
• Help colleagues maintain tools and equipment safely and hygienically.
• Learn new skills and practices from more experienced colleagues.
• Bring any problems to the attention of more senior colleagues.

Communication/Personal
• Show a commitment to equality, diversity and inclusion and the University's values.
• Follow established procedures to respond to queries and bring any complex issues to the attention of more experience team members.
• Respond to queries and provide information about events and activities run by the service.
• Learn the skills needed to deliver services in a college environment.

• 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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