About

• Working arrangements: Full-time, 35 hours per week, 45 weeks per year (0.9 full-time equivalent). The maximum working day is seven hours with a one hour break. The post holder will work 9am to 5pm, weekdays, onsite for a minimum of 3 days per week. Annual leave and non-working weeks to be taken in University vacations only.
• 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? - Information Page.
• The Role and Department

• The Counselling & Mental Health Service is a multi-disciplinary central service for student mental health. It sits within the Student Experience Directorate. The Service provides specialist support for students and advice for University staff and third parties.
• Our administrative team provides a welcoming in-person presence for students who may be in distress. The team responds to a wide range of in-person, email and phone queries and referrals. It is responsible for a range of processes actioning urgent and routine referrals, appointment and room bookings, finance tasks and data collection and processing.
• 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’ll receive 27 days annual leave per year in addition to 8 public holidays and 4 customary days per year - a total of 39 days. 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.
• • You can access exclusive discounts via our benefits portal including money off at supermarkets, high street retailers, IT products such as Apple, eating out and days out at various attractions.
• • Our on-site nursery is rated Outstanding by Ofsted, and you can access holiday camps for children aged 5-16.
• • We provide wide-ranging health and wellbeing support including discounted membership for our state-of-the-art sport and gym facilities and access to a 24-7 Employee Assistance Programme.
• • We offer all staff the opportunity to take part in volunteering activities to make a difference to the local community.
• • Our family friendly policies, including maternity and adoption leave, 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.
• • We offer generous pension schemes with varying contribution amounts to help you plan for your future.
• 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.

• 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

To be considered for this role, here are the skills/experience we’re looking for

• Qualifications/Experience
• 1. Five GCSEs 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 student-focused services.
• 3. Experience of managing time to meet deadlines and working under pressure without compromising on accuracy.
• Skills/Abilities/Knowledge
• 4. Good spoken and written communication skills.
• 5. Good digital skills including experience in using digital devices and apps including Microsoft 365 applications, digital booking systems and customer record management systems.
• 6. Knowledge of good practice in customer service DELETE: ideally supported by relevant courses or certifications
• 7. Committed to continuing professional development.
• 8. Ability to solve problems and resolve issues yourself and as part of a team.
• 9. Ability to provide advice and information to a range of colleagues and students.
• Desirable Criteria
• An interest in and experience of creating social media content
• An interest in and experience of creating physical and digital promotional materials
• 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

• • A CV
• • A covering letter which shows examples of how you meet all of the criteria within the Person Specification
• Contact details

• If you would like to have a chat or ask any questions about the role, Kate Augarde would be happy to speak to you. Email cmh.service@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
• · Show a commitment to equality, diversity and inclusion, and the University’s values.
• · Communicate sensitively and discreetly with students who may be in distress.
• · Provide an excellent and timely service to our students, staff and third parties making contact with the service, by monitoring and prioritizing incoming email traffic, answering phone calls and taking accurate messages.
• · Process a high volume of incoming referrals.
• · Assist service practitioners with background moderation of online training and workshops
• · Use your experience and problem-solving skills to resolve routine issues relevant to your role such as prioritizing urgency of incoming queries and provide information and updates to help your team find solutions.
• · Collect, organise and record data and information accurately and provide reports and analysis as required.
• · When carrying out your role, use and apply relevant professional and regulatory standards, for example confidentiality and GDPR.
• Teamwork
• · Help your colleagues to organise, plan and prepare for events and meetings and contribute to team planning activities.
• · 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 ensure that our service and its processes are adapted in response to feedback and to meet changing demands.
• Communication/Liaison
• · Seek feedback from students on their experiences of the service to ensure that their reasonable expectations are being met.
• · Liaise with staff in other areas to ensure that services are being delivered in an efficient and collaborative way.
• · Liaise with external suppliers regarding payment of invoices.
• · Provide support for meetings, working groups and committees, such as preparing and sending documents and taking minutes.
• · Liaise with external suppliers and contractors to plan the delivery of services and events.
• · Any other reasonable duties.
• Please note, internal vacancies are only open to colleagues on substantive contracts with the University, therefore casual workers are unable to apply internally. Casual workers may search and apply for vacancies on our external applicant portal.

• 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.