Learning and Teaching Administrator

The Department and role purpose

The post is full time and fixed term until 15 March 2022 and may be offered on a 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 see https://www.dur.ac.uk/resources/hr/policies/Stepup/StepUpandSecondmentPolicyv2.0.pdf

The School of Modern Languages and Cultures at Durham University seeks to appoint a Learning and Teaching Administrator. The post holder will be responsible for the provision of a professional, efficient administrative service, supporting a wide range of teaching, learning and assessment activities from the point of student enrolment through to graduation. Supporting networks, committees and meetings, to prepare, record and distribute documents and communications, including minutes, if required, they will work independently, taking day to day decisions and using their experience and initiative to decide on appropriate courses of action and resolve problems. They will work flexibly to ensure the team functions effectively in meeting priorities, working in accordance with University and Departmental policies and procedures, demonstrating a commitment to customer service excellence.

The post holder will provide student support including resolving queries and providing information on academic and welfare related issues, making referrals to other staff, teams and services where appropriate, escalating more specialist and complex queries or issues, as required.

The School is one of the largest and most successful Schools of Modern Languages in the UK bringing together research in Arabic, Chinese, French, German, Hispanic, Italian, Japanese and Russian Studies. It is consistently ranked in the top five in national league tables, such as the Complete University Guide. For more information about the School, please visit https://www.dur.ac.uk/mlac/

The post holder will be responsible for the provision of a professional, efficient administrative service, supporting a wide range of teaching, learning and assessment activities from the point of student enrolment through to graduation. Supporting networks, committees and meetings, to prepare, record and distribute documents and communications, including minutes, if required, they will work independently, taking day to day decisions and using their experience and initiative to decide on appropriate courses of action and resolve problems. They will work flexibly to ensure the team functions effectively in meeting priorities, working in accordance with University and Departmental policies and procedures, demonstrating a commitment to customer service excellence.

The post holder will provide student support including resolving queries and providing information on academic and welfare related issues, making referrals to other staff, teams and services where appropriate, escalating more specialist and complex queries or issues, as required.

• Provide a responsive and proactive support service for stakeholders, including academic staff, students, University and Departmental colleagues and external partners.

• Focus on checking stakeholder requirements to ensure the delivery of excellence with the frontline stakeholder experience.

• Provide a prompt respond 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 from the point of enrolment to graduation.

• 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.

• 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.

• Liaise with internal and external suppliers, contractors and professional specialists 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 people 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.

• Monitor and track data, including assessment submissions and student progress, initiating follow up procedures and drafting routine correspondence where necessary.

• Liaise with members of academic staff, University staff, external examiners, 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, including preparation for the Board of Examiners and its Sub-Committees.

• Process and update key business documentation, including handbooks, the virtual learning environment and student concession requests.

• 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 recruitment and teaching activities.

• Any other reasonable duties.

There is an expectation the post holder will work outside normal office hours during peak periods.

For further information please contact: Mr Owen Walpole, Learning and Teaching Manager in the School of Modern Languages and Cultures (owen.f.walpole@durham.ac.uk)

• Excellent oral and written communication skills.

• Proven IT skills, including use of Microsoft Office.

• Five GCSE’s at least Grade C or level four (or equivalent) including English Language and Mathematics (or equivalent experience).

• Evidence of personal development to maintain skills.

• Relevant administrative experience in a busy office environment.

• Demonstrable ability to provide advice and guidance to a range of customers and colleagues.

• Experience of working on the front line with service delivery, and the ability to work under pressure and meet tight deadlines without compromising on quality.

• Experience of working in a team.

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

• Ability to maintain confidentiality and to exercise discretion and sensitivity in service delivery mindful of the needs of disabled users.

The desirable criteria for this role are:

• Post-16 qualification or equivalent experience

• Previous experience of working in a Higher Education environment.

• Experience of working in a multicultural environment.