Reception Helpdesk Assistant (Maternity Cover)

Mobile; United States; On-site; USD 33,000 - 34,000; Full time

Benefits offered by this job

Parking across campus

Cycle to work scheme

Discounts via benefits portal

On-site nursery

Employee assistance programme

Job summary

Durham University is seeking a Reception Helpdesk Assistant (Maternity Cover) in the Estates and Facilities Directorate. The role is full-time (35 hours per week) and onsite, with a fixed-term contract until 11 June 2027. Salary range is £25,025–£25,571 per annum.

You will provide front-desk reception services, welcoming staff and visitors, handling queries, and supporting administration. The closing date is 1 October 2026. Applications from diverse backgrounds are welcomed.

Qualifications

• Five GCCEs at least Grade C or Level 4 (or equivalent), including English Language and Mathematics.
• Experience delivering customer-focused administrative services to ensure high-quality services.
• General administrative office experience.
• Ability to manage time and a varied workload to meet deadlines.

Responsibilities

• Provide reception services and front-desk administration, greeting staff and visitors.
• Offer directions, information and assistance to users of the building.
• Support Estates and Facilities with tasks and correspondence as required.
• Follow established procedures and use Microsoft 365 tools for daily work.

Skills

Communication skills

Digital skills

Teamwork

Problem solving

Education

Five GCCEs (Grade C) / Level 4

Tools

Microsoft 365

Job description

Reception Helpdesk Assistant (Maternity Cover) (

Job Number:

1. Accommodation & Commercial Services
   Grade 3: – £25,025 – £25,571 per annum
   Fixed Term – Full Time
   Contract Duration: Until 11th June 2027
   Contracted Hours per Week: 35
   Working Arrangements: Onsite working only

Closing Date

: 01-Oct-2026, 10:59:00 PM
Disclosure and Barring Service Requirement: Not Applicable.

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

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, and Microsoft 365 applications.

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.

6. Proven track record in a similar role, including customer care and administrative support in a similar environment.

7. 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.

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, [e-mail], 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 regulatory standards.
• Use standard office-based devices and applications such as word, excel and power point to deliver services.
• Look after yourself and others by following health and safety regulations, being aware of any hazards and risks and reporting any incidents.
• Follow University identification and security procedures when dealing with stakeholders new to a service area.
• Follow established security protocols when dealing with other staff that are new to an area of work.

Teamwork/Liaison

• Help your colleagues when required with other key activities undertaken within your service.
• Help and cooperate with the rest of your team on operational matters to help achieve shared objectives.
• Liaise with staff in other areas to ensure services are being delivered in an efficient and collaborative way.
• Help team members review and update risk assessments.
• Provide absence and/or additional cover at any of the University’s Reception Helpdesks.

Communication/Personal

• Contribute to equality, diversity and inclusion and the University’s values.
• Liaise with representatives from other teams/service areas, where necessary.
• Liaise with students, offering guidance and support, where appropriate.
• Liaise with internal and external stakeholders, where appropriate.
• Answer calls to the switchboard, providing advice and assistance, as required.
• Follow established procedures to respond to queries and bring any complex issues to the attention of more experienced team members.
• Respond to queries and provide information about activities run by the service.
• Learn the skills needed to deliver services in a front-facing customer services environment.
• Any other reasonable duties.

Please note that in submitting your application, Durham University will be processing your data. We would ask you to consider the relevant University Privacy Statement, which provides information on the collation, storing and use of data.

MATERNITY

Appointment to this post is fixed term to cover the substantive post holder’s maternity leave and is not anticipated to be extended.

SECONDMENT

The post is full time, fixed term until 11th June 2027 and may be offered on an internal secondment basis subject to the agreement of the current line manager.

If an internal member of staff is appointed to this role on a secondment basis, for pension purposes this will be processed in line with Step-Up arrangements. For further details please click here.

Durham University is a UKVI sponsor. Applicants who require sponsorship to work in the UK should note that not all roles are eligible. Further information on visa requirements and eligibility can be found on the UKVI website.

Version 07-2026