Reception Helpdesk Assistant (Maternity Cover)

As Reception Helpdesk Assistant, you will be responsible for providing reception services and associated administration of the front-desk. This will include welcome service, professionally greeting staff, visitors, students and users of the building, providing assistance, directions and information.

The Estates and Facilities Directorate provides a range of essential services to Durham University and is responsible for managing, maintaining and developing the infrastructure and building fabric of the various campuses.

Service Delivery:
Provide an excellent and timely service to students, colleagues and anyone else encountered as part of the role. Respond to service users, reporting problems relating to the University's estate and facilities, reacting promptly to all works requested via a range of communication routes, in accordance with procedures. Log, record and pass on information for use by others. Carry out some tasks that may require specialist skills. Follow established procedures when carrying out the role, varying when necessary or referring to more senior colleagues. Collect, organise and record data and information accurately for use by others. Gather and collate data and information, including feedback, for others to use for evaluation and decision-making. Apply relevant industry and regulatory standards. Use standard office-based devices and applications such as Word, Excel and PowerPoint to deliver services. Follow health and safety regulations, being aware of any hazards and risks and reporting any incidents. Follow University identification and security procedures when dealing with stakeholders new to a service area.

Teamwork/Liaison:
Help colleagues with other key activities undertaken within the service. Cooperate with the rest of the team on operational matters to help achieve shared objectives. Liaise with staff in other areas to ensure services are being delivered in an efficient and collaborative way. Help team members review and update risk assessments. Provide absence and/or additional cover at any of the University's Reception Helpdesks.

Communication/Personal:
Contribute to equality, diversity and inclusion and the University's values. Liaise with representatives from other teams/service areas where necessary. Liaise with students, offering guidance and support where appropriate. Liaise with internal and external stakeholders where appropriate. Answer calls to the switchboard, providing advice and assistance as required. Follow established procedures to respond to queries and bring any complex issues to the attention of more experienced team members. Respond to queries and provide information about activities run by the service. Learn the skills needed to deliver services in a front-facing customer services environment.

Essential Criteria:
1. Five GCSEs at least Grade C or Level 4 (or equivalent), including English Language and Mathematics, or equivalent experience.
2. Experience of working in a team delivering customer focussed administrative services to ensure the delivery of high-quality services.
3. General administrative experience in an office environment.
4. Experience of managing time and a varied workload to meet deadlines.
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, and Microsoft 365 applications.
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.
10. Proven track record in a similar role, including customer care and administrative support in a similar environment.
11. Good standard of organisational skills and ability to use initiative in day-to-day tasks and forward planning.

Desirable Criteria:
1. Excellent attention to detail.
2. NVQ level 3 in a relevant discipline.
3. RSA level 2 word processing or equivalent.

Benefits:
27 days annual leave per year in addition to 8 public holidays and 4 customary days per year (total 39 days). The University closes between Christmas and New Year. Parking across campus, cycle to work scheme, and discounts with local bus and train companies. Exclusive discounts via benefits portal including supermarkets, high street retailers, IT products, eating out and days out. On-site nursery rated Outstanding by Ofsted, and holiday camps for children aged 5–16. Wide-ranging health and wellbeing support including discounted gym membership and 24/7 Employee Assistance Programme. Volunteering opportunities. Generous family friendly policies including maternity and adoption leave. Development opportunities including qualifications, IT skills, courses and apprenticeships. Generous pension schemes.