Enquiries Administrator

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

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.

Based in the Student and Academic Services Directorate, Student Recruitment and Admissions (SRA) comprises approximately 100 staff and brings together several teams providing services in events, enquiry management, widening access and participation, outreach, schools liaison, CRM campaigns, data analysis and forecasting, systems development, and admissions.

We are committed to creating a welcoming and inclusive environment where our people feel supported and valued, enabling them to not only succeed but thrive. The opinions and expertise of our teams are welcomed to help shape departmental activities.

SRA provides a critical service to the University in ensuring its financial sustainability, delivering target student numbers and increasing diversity in line with strategic aims and targets. It is the public face of the University in UK schools and colleges, through contact with prospects, enquirers and applicants across the world, and through our events programme. The department includes a range of professionals from a number of specialisms including administrators, decision makers, data analysts and forecasters, IT specialists, designers and marketers, events managers and recruiters. Teams work collaboratively, using the expertise across the department to jointly deliver the optimum service to our internal and external customers. The department is also responsible for adherence to requisite regulations and UCAS contract requirements.

SRA works in collaboration with colleagues across the University, most notably with the Marketing Team (Marketing and Communications) to develop pre-contact and conversion marketing campaigns, the International Office for international student recruitment and Strategic Planning and Insight in managing numbers. It also works alongside academic departments, faculties and colleges in the development of their contributions to recruitment, conversion and admissions activity. SRA also provides domestic market insight and customer relationship management. Current students are closely involved in the delivery of some of our recruitment, conversion, widening access and participation activity.

Holly Chatbot, an AI Assistant developed by Student Recruitment and Admissions with colleagues in Computer and Information Services and an external company (ICS.AI) was shortlisted for the Times Higher Technological or Digital Innovation of the Year 2021.

SRA has adopted a hybrid working model, with staff currently working a minimum of 40% of their time per week on-campus or attending external events, and for the rest of their working time having the option of working from home.

Staff leave is not permitted during the week that JCQ results are published (that date in 2024 is week commencing 12 August) and on occasional days through the year when major recruitment events are delivered, such as open days.

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 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.

- 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. It is important to us that all our colleagues are aligned to both our values and commitment to EDI.

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.