Reception Helpdesk Assistant (Maternity Cover)

Durham, North East England, United Kingdom Durham University Job Title: Reception Helpdesk Assistant

Department: Estates and Facilities Directorate

Accommodation and Commercial Services

Grade: Grade 3

Salary range: £25,025-£25,571

Working arrangements: Full-time (35 hours per week, 5 days out of 7)

Fixed-term (maternity cover until 11th June 2027)

There may be a requirement to work evenings and weekends, as business demands

Onsite working only

Closing date: 1 October 2026

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

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.

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.

What you need to demonstrate when you apply

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

Essential Criteria

Qualifications/Experience

1. Five GCCEs 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.

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, 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.

How to Apply

We prefer to receive applications online, and to be considered at the shortlisting stage, you will need to submit both of the following:

• CV.
• A covering letter, which clearly demonstrates, with specific examples, how you meet all the essential criteria within the Person Specification. This can also be a provided as a separate statement.

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, Louise Bellenger, Reception Helpdesk Manager, [email removed], would be happy to speak to you.

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.
• 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 your 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.
• When carrying out your role, apply relevant industry and regulat