Temporary Staffing Service Manager

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. We believe that inspiring our people to do outstanding things at Durham enables Durham people to do outstanding things professionally and personally.  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.  We would be thrilled if you would consider joining our thriving University. Further information about the University can be found here .

The Role and Department

The post-holder will manage a team of administrators that will support all academic Faculties and Departments across the University.

The team, including the post-holder, will be deployed into departments to support and manage a wide range of administrative activities, including leading teaching, learning and assessment activities from the point of student enrolment through to graduation.

The post-holder may be deployed across several departments simultaneously. 

They will work flexibly in accordance with University and Departmental policies and procedures, demonstrating a commitment to customer service excellence.

In addition to the above the Temporary Staffing Service Manager will:

• Line Manage a team of administrative staff to ensure high-quality support for the academic Faculties
• Ensure a culture of ongoing improvement in the effective delivery of administrative processes
• Oversee and deliver the effective implementation of policies and activities in support of the Education Strategy.
• Manage the distribution of the support provision across the Faculties to ensure this is delivered effectively.

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 will also receive access to the following fantastic benefits: 

•    30 Days annual leave per year in addition to 8 public holidays and 4 customary days per year – a total of 42 days per year.  

•    The University closes between Christmas and New Year
•    We offer a generous pension scheme, As a new member of staff you will be automatically enrolled into the University Superannuation Scheme (USS).
•    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.
•    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. 
•    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 children’s clubs in the summer holidays.
•    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).
•    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. 
•    A salary sacrifice scheme is also available to help you take advantage of tax savings on benefits. 
•    If you are moving to Durham, we can help with removal costs and we have a dedicated team who can help you with the practicalities such as house hunting and schools.  If you need a visa, we cover most visa costs and offer an interest free loan scheme to pay for dependant visas.

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.

What you need to demonstrate when you apply/Person Specification

When you apply it is important that you let us know what skills/experience you have from a similar role and/or what skills/experience you have which would make you right for this role.  Further information about the role and responsibilities is at the end of this job description.  

Where a criteria has an asterisk* next to it, it may be given additional weighting when your application is considered.  Your application should cover the following criteria:

Essential Criteria  

1.    Excellent oral and written communication skills and the ability to develop excellent working relationships both internally and externally.   
2.    Excellent digital competence with demonstrable skills in using core digital tools including internet, email, digital communication tools, Microsoft 365 applications, digital booking system, project planning, financial systems.
3.    Five GCSE’s at least Grade C or level four (or equivalent) including English Language and Mathematics (or equivalent experience).   
4.    Post-16 qualification (or equivalent experience).   
5.    Educated to degree level (or equivalent experience).   
6.    Continuing professional development required to maintain professional recognition.   
7.    Professional practitioner with knowledge and expertise used to contribute to the delivery and development of services, events and activities within the organisation.   
8.    Experience of implementing policy and procedures and involvement with future changes for a service area.   
9.    Knowledge and experience of ensuring compliance with regulatory and organisational policy and guidelines.    
10.    Experience of providing specialist advice and guidance to a range of customers and colleagues, including more senior colleagues.   
11.    Experience of being able to network effectively and develop strong and productive working relationships, to influence perceptions of the University.   
12.    Experience of managing and developing a team or teams and/or line management qualification.

13. Proven project management experience with the ability to lead multiple projects with different aims, objectives and stakeholders and deliver on time and within budget.  

14. Awareness of issues in the Higher Education sector.

15. Excellent problem solving, administrative and organisational skills.

Desirable Criteria

16. Experience of operational (e.g. HR, Finance) and/or academic support processes relevant to academic departments. 

17. Experience of matrix or cross-functional management.

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. It will be at the discretion of the recruiting panel as to whether they will also consider any desirable criteria, but we would urge candidates to provide evidence for all criteria.  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 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.

  
What you need to submit   

• A CV: and

• a grid which details your experience, strengths and potential in the person specification and Realising Your Potential approach. Please ensure you give detailed examples of how you meet these criteria.

Please ensure that you submit the documentation listed above or your application cannot proceed to the next stage. Documents submitted in addition to those requested will not normally be considered. 

 
Contact details   
  
For a chat about the role or any further information please contact Bethan Kelly, Social Sciences Faculty Office ([email protected] ).

Typical Role Requirements

Core responsibilities:

• Recognised professional practitioner and management and/or service specialist with responsibility for the management of team members, often on a remote basis.
• Provide input to the design and development of service processes, techniques and deliverables for one or more service areas or projects.
• Manage operational service activities to ensure excellence in the stakeholder experience.
• Contribute to the analysis of stakeholder feedback to help define needs and requirements, inputting to the design and planning of services.
• Internal and external relationship development and partnership working, networking and participation to engage and influence future services and the University reputation.
• Provide feedback on team and individual performance and identify development needs, conducting regular staff ADR and performance reviews.
• Handle the vast majority of welfare issues within a team, referring more complex welfare issues to appropriate support services/senior management.
• Delivery of ongoing coaching, mentoring and training to team members.
• Maintain an awareness of current policy for University business goals such as widening participation and access.
• Contribute to business meetings, working groups and sub committees at departmental and operational service levels.
• Responsible for monitoring small budgets for consumables and some capital items, keeping records and processing invoices.
• Devolve responsibilities to team members to ensure continuity of service provision and encourage skills development.

Role responsibilities:

• Providing a professional, efficient Staffing Service.
• Coordinate and manage networks, committees and meetings, to prepare, record and distribute documents and communications, including minutes, if required.
• Work independently, taking day-to-day management decisions and using his/her experience and initiative to decide on appropriate courses of action and resolve problems.
• Manage and lead student support services including resolving queries and providing information on academic and welfare related issues, making referrals to other staff, teams and services
• Provide management for stakeholder service areas and/or processes ensuring a high quality and timely service to all stakeholders, including prospective, existing and past students and staff.
• Manage and monitor performance, distribution and workload outcomes and/or staff, planning cover to ensure smooth support service provision through peaks and troughs to ensure effective delivery.
• Analyse service data and provide reports to Service Heads, making recommendations for improvement as appropriate.
• Provide advice to stakeholders in relation to University, School and/or Department policy, procedures and regulations.
• Ensure the review and improvement of systems and procedures in line with University, School, Department or unit frameworks, ensuring a culture of ongoing improvement in the effective delivery of administrative processes.
• Distribute service information and provide advice to stakeholders regarding compliance and regulations.
• Ensure regulations and procedures are updated to take account of internal and external changes, including those in support of the Education Strategy.
• Deal with complaints.
• Awareness of the external environment and sector best practice to support high quality services. 
• Any other reasonable duties. 

Specific role requirements

• May be required to work fractionally across multiple departments to provide support, which may include working across multiple departments simultaneously.

Service Delivery

•    Manage operational service activities to ensure excellence in the stakeholder experience. 
•    Responsible for managing small budgets for consumables and some capital items, keeping records and processing invoices. 
•    Provide management for stakeholder service areas and/or processes ensuring a high quality and timely service to all stakeholders, including prospective, existing and past students and staff. 
•    Ensure regulations and procedures are updated to take account of internal and external changes. 
•    Coordinate and oversee committee working and deal with complaints. 
•    A commitment to equality, diversity and inclusion and the University’s values

Planning and Organisation

•    Provide input to the design and development of service processes, techniques and deliverables for one or more service areas or projects.  
•    Contribute to the analysis of stakeholder feedback to help define needs and requirements, inputting to the design and planning of services. 
•    Analyse service data and provide reports to Service Heads, making recommendations for improvement as appropriate. 
•    Ensure the review and improvement of systems and procedures in line with University, School, Department or unit frameworks. 

Teamwork and Team Development

•    Recognised professional practitioner and management and/or service specialist with responsibility for the management of team members. 
•    Provide feedback on team and individual performance and identify development needs, conducting regular staff ADR and performance reviews. 
•    Handle the vast majority of welfare issues within a team, referring more complex welfare issues to appropriate support services/senior management. 
•    Delivery of ongoing coaching, mentoring and training to team members. 
•    Devolve responsibilities to team members to ensure continuity of service provision and encourage skills development. 
•    Manage and monitor performance and workload outcomes and/or staff, planning cover to ensure smooth service provision through peaks and troughs. 

Communications and Networking

•    Internal and external relationship development and partnership working, networking and participation to engage and influence future services and the University reputation. 
•    Contribute to business meetings, working groups and sub committees at departmental and operational service levels. 
•    Provide advice to stakeholders in relation to University, School and/or Department policy, procedures and regulations. 
•    Distribute service information and provide advice to stakeholders regarding compliance and regulations. 

Knowledge and Experience
   
•    Maintain an awareness of current policy for University business goals such as widening participation and access. 
•    Awareness of the external environment and sector best practice to support high quality services. 

•    Any other reasonable duties.