Job Description

Enquiries Administrator

(

Job Number:

25001640

)

Student and Academic Services Directorate
Grade 4: - 24,843 - 26,093 per annum
Open-Ended/Permanent - Full Time

Contracted Hours per Week

35

Closing Date

19-Nov-2025, 5:59:00 PM

Disclosure and Barring Service Requirement

Not Applicable.

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 vast 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.


There are many benefits and rewards linked to working at the University, you can find further information on our Why Join Us? - Information Page.

The Role and the Department

The purpose of the role is to provide a professional communication service to various stakeholders including students, their advisers, agents, and University staff. The postholder will influence stakeholder perceptions by positively promoting and marketing the University and the service they offer. They will develop, maintain, and use a Knowledge Base of common enquiry topics, and develop knowledge of Admissions processes and student experience offered by Durham University.


This post requires the holder to represent the University to global audiences and maintain a professional manner in sometimes challenging situations.


The base location for this role is the Mountjoy Centre, on Stockton Road, Durham. The Mountjoy Centre is situated on the University's main campus, and brings together several teams working towards student recruitment and admissions.


Please note that there are two roles available; x1 permanent, x1 fixed term until May 2026. Your application will be considered for both. If successfully shortlisted for interview, you can discuss your preference then.

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, eight public holidays and four customary days per year - a total of 39 days per year. The University closes for Christmas and reopens the first working day in the 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 and access to holiday camps for children aged 5-16 throughout the year. 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.

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 adjust and 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:

When you apply it is important that you let us know what skills you have which are relevant to the post, giving positive examples of your experience and the abilities you have which would make you right for this role.
Please see below for details on the skills and experience we require.

Essential Criteria

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 busy office environment delivering front line Customer service or having relevant qualifications for the role.
3. Experience of managing time, meeting deadlines and working under pressure without compromising on quality.

Skills/Abilities/Knowledge

4. Good verbal and written communication skills.


5. Demonstrable ability to provide a high-quality advice and guidance service to a range of customers and colleagues.


6. Good digital skills including experience in using digital devices and apps including including Phone systems, Live Chat functions, Microsoft 365 applications and digital booking systems.


7. Committed to continuing professional development.


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


9. Ability to provide advice and guidance to a range of colleagues and customers, with tact and Diplomacy.

Desirable Criteria

10. Post-16 qualification or equivalent experience.
11. Experience of working with a CRM system to manage enquiries
12. Knowledge and experience of Higher Education admissions processes

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.


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 Please provide a word document highlighting how you demonstrate the essential criteria above. This should be a two column document listing criteria in the right-hand column and examples/evidence of experience in left hand column.

Contact details

If you would like to discuss the role, Julie Taylor would be happy to speak to you. Email: julie.i.taylor2@durham.ac.uk

Typical Role Requirements

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

Service Delivery

Show a commitment to equality, diversity and inclusion and the University's values. Provide an excellent and timely service to our potential 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 with things relevant to your role and provide information and updates to help your team find solutions. Collect, organise and record data and information accurately. 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 our CRM system, Word, Teams and Excel to deliver services. Update guidance on standard operating procedures followed by the team.

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 for example Open Day events and UCAS events 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 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 service providers to plan the delivery of services and events. Any other reasonable duties. Occasional weekend/evening working will be required. This is to attend external events and assist with tasks such as Open Days and undergraduate confirmation. Due to the operational needs of the Office, annual leave is restricted between 10 August and 21 August.

SECONDMENT

One of these roles is full time, fixed term until May 2026 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.



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.