Student Services Help Desk Coordinator

Durham University

Student Services Help Desk Coordinator

£28759

Durham University, Wolsingham, County Durham

  • Full time
  • Permanent
  • Onsite working

Posted 6 days ago, 15 May | Get your application in now to be included in the first week's applications.

Closing date: Closing date not specified

job Ref: ea63175f123744098292c064b28ed31d

Full Job Description

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

The Role and the Department

Financial Services represents the larger part of the Finance Department and includes all the processing and compliance functions including e.g., accounts payable, student services, credit control and compliance.

Reporting to the Student Services Assistant Manager, this is a business facing function supporting the organization as a whole and at all levels with respect to student finance services:

  • Assist with the raising of tuition fee and residence charge invoices to students and sponsors.


  • Assist with operating a compliant direct debit collection service.


  • Process adjustments to charges arising for a variety of reasons.


  • Answer queries arising from a variety of stakeholders and monitor the types of queries.


  • Any other duties required in the context of student finance services.


  • Overall work efficiently and effectively as part of the student services team to provide a high-quality service.

    The Student Service Help Desk Coorindator will have responsibility to support the Head of Department Student Services Assistant Manager. The main aspects of the role are to provide and oversee a professional and effective front of house service of monitoring all student help desk services, e mails, webpages etc which reflects positively the work of the service and facilitates ease of access for all service users and to contribute to all administrative support functions across a complex, busy, and multi-faceted support service. The Administrator will contribute to the processing of financial information to and from the Head of Department and Finance staff and contribute to the development of systems and process to further benefit service developments., 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,
  • Ensure that relevant regulatory and professional standards are being used within services being delivered by your team.


  • Help to develop and implement policies and procedures relating to your service area.


  • Respond to queries and provide information/advice, while raising more specialist or complex queries with more experienced team members.


  • Use your experience and problem-solving skills to investigate and resolve issues relevant to your role such as and make recommendations based on your findings.


  • Continually review what is required from staff, students and others who you work with to make sure the best possible service is provided.


  • Ensure that processes and business systems effectively support the services being delivered by the team.


  • Monitor and analyse the use of equipment and resources to ensure efficiency and report your findings to senior colleagues.


  • Ensure that data is accurate and provide reports and analysis of patterns and trends to senior colleagues.


  • Capture and share information and data that needs to be shared with relevant networks and committees.


  • Use digital media e.g. SharePoint, Social Media to update team members and colleagues, students and external contacts.


  • Prepare reports for senior managers.


  • Resolve queries and requests for information and advice and escalate more specialist and complex queries or issues to Senior Management.


  • Respond to stakeholder needs to deliver and shape an excellent stakeholder experience.


  • Apply theory and practice, from academic and professional development and previous knowledge within a service team acting as a subject matter expert providing support in resolving incidents and problems.


  • Act as a knowledgeable Service desk Analyst without responsibility for team members.


  • Deliver support services to ensure the effective and efficient running of business processes and systems.


  • Monitor data accuracy checks to identify anomalies and ensure the integrity of data and information.


  • Perform the tasks to support, maintain, fix, escalate and own incidents and service requests raised by Users via the Service Desk


  • Provide support around the configuration, deployment, and maintenance of Financial Student information and Webpages.


  • Planning and Organising
  • Plan and organise own workload to deliver the role.


  • Organise and schedule assigned resources, activities and events.


  • Monitor processes and activities to ensure team priorities are met.


  • Perform regular review and update of User Guides


  • Create and maintain documentation, developing and providing end user training and support.


  • Teamwork
  • Provide specialist support and advice to team members on areas of expertise.


  • Explain and provide instruction to other team members on how to correctly record and manage data.


  • Make changes to the services provided by your team in discussion with other team members.


  • Identify opportunities and contribute to decisions on how to improve services being delivered by the team.


  • Seek feedback from students, staff and anyone else that you come across as part of your role on their requirements from your service and recommend improvements to senior colleagues.


  • Contribute to collaborative decision making within the team with service provision to deliver an excellent stakeholder experience in accordance with policy and procedures.


  • Report to the Income and Collections Manager as part of a collaborative team, delivering effective and customer focused support to all users of the Student Service desk.


  • Communications/Liaison
  • Use your knowledge and expertise to provide advice and guidance to resolve problems and respond to a wide range of queries.


  • Provide instruction and demonstrations to others beyond your immediate team.


  • Create good working relationships with other team members and anyone else that you come across as part of your role to work together on joint activities.


  • Liaise with staff in other areas, professional organisations and agencies to ensure that services are being delivered in an efficient and collaborative way.


  • Create good working relationships with internal and external partners and suppliers to work together on joint activities.


  • Build relationships with contacts and contribute to internal and external networks to share good practice and exchange information.


  • Liaise with external suppliers, contractors, specialists and service providers to plan the delivery of services and events.

    1. Five GCSE's at least Grade C or level four (or equivalent) including English Language and Mathematics or a Post-16 qualification or equivalent experience.

  • 2. Experience of working in a busy office environment, preferably within a large organisation and/ or with accounts receivable experience, delivering front line administrative services, across a high volume of transactions & queries, or having relevant qualifications for the role.
    3. Experience of managing time to meet deadlines and working under pressure without compromising on quality.
    4. Experience of providing advice and guidance to a range of customers and colleagues.

    Skills/Abilities/Knowledge
    5. Excellent spoken and written communication skills including the ability to develop effective working relationships, both internally and externally.
    6. Strong digital competence across a range digital devices and apps including digital communication tools, Microsoft 365 applications, business systems.
    7. Ability to solve problems yourself and as part of a team and resolve issues, plan solutions and make pragmatic decisions.
    8. Committed to continuing professional development and evidence of personal development to maintain skills.
    9. Ability to participate in networks to share and discuss good practice and exchange information.

    Desirable Criteria

    1. Experience of large ERP system such as SAP/ Oracle.

    2. Demonstrable ability to proactively work with team members to ensure the delivery of high quality services.

    3. Understand importance and experience of writing standard operating procedures.

    4. Knowledge or experience of Accounts Payable.

    5. Knowledge or experience of Cash Management.

    6. Knowledge or experience of Balance Sheet reconciliation.

    7. Experience in the higher education sector.

    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.

    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 8 public holidays and 4 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 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. It's important to us that all of 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 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., There is an expectation the post holder will contribute cover for service events such as Open Days. This may include some evening and weekend working.