Reception Helpdesk Assistant (Job Number: 25001006)
Operations Directorate
Grade 3: - £13,572 - £14,040 which pro rata to the full-time salary of £23,751 - £24,570 per annum
Open-Ended/Permanent - Part Time
Contracted Hours per Week: 20
Closing Date: 04-Aug-2025, 5:59:00 PM
Disclosure and Barring Service Requirement: Not Applicable.

THE OPERATIONS DIRECTORATE: ELEVATING THE STUDENT AND STAFF EXPERIENCE

The Operations Directorate is integral to the Colleges and Student Experience Division, dedicated to providing a world-class experience for our diverse student and staff communities, which is essential to our students’ learning journey. Our passionate team delivers services and facilities across 15 colleges, including catering, housekeeping, reception, security, and maintenance. These resources create a safe environment where our students can live, work, dine, socialise, and thrive together.
Within the Operations Directorate, we have three key areas:
1. University Catering: Our robust catering team of 500 ensures fresh, exciting, and diverse dining experiences throughout our colleges, catering to the unique needs of our University Community, which includes students, staff, and visitors, and offer expert advice on bar management.
2. College Operations: With over 200 dedicated professionals, we provide residential services within the colleges as well as supporting student and non-student-led events.
3. Retail Services: Our branded retail catering and merchandise outlets offer an enticing array of menus and high-quality products thoughtfully presented to enhance the shopping experience for our students and staff whilst building positive relationships via efficient service and attentive staff.
In addition to a highly competitive salary and rewards package, our strategic focus includes ongoing development opportunities for our people. Join us today and shape your career at Durham University!

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.

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 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 team delivering customer focussed services or having relevant qualifications for the role.
3. General administrative experience in an office environment.
4. Experience of managing time to meet deadlines.

SKILLS/ABILITIES/KNOWLEDGE

1. Good spoken and written communication skills.
2. Good digital skills including experience in using digital devices and apps including the internet, email, digital communication tools, Microsoft 365 applications, digital booking systems.
3. Committed to training/continuing professional development.
4. Ability to solve problems as part of a team and resolve straightforward issues.
5. Ability to provide advice and guidance to a range of colleagues and customers.

THE ROLE AND DEPARTMENT

Reception Helpdesk Assistants act as the first point of contact for students, staff, and visitors in colleges providing a highly responsive service to customers as well as a professional and friendly welcome service. Reception is at the heart of a college’s day to day activities and Reception Helpdesk Assistants answer telephone queries, receive and issue post, make and amend room bookings, help with check in and out for students and conference guests, as well as providing assistant, directions and information.
Further information about the role and the responsibilities is at the bottom of this job description.

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.