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1 Job Title: Directorate Business Support Assistant Reference No: ENI042 Reports to: Facilities Manager Grade: B Working Hours: 37 (for nominal purposes) Faculty / Service: Enterprise & Innovation Location: Hope Street Xchange (main base) / St. Peter s Gate / The Industry Centre / City Campus Main Purpose of Role: Key Tasks and Responsibilities: To provide a high-quality, customer and solution focussed business administrative support for the Directorate and to play a key role in providing a professional front of house service for Hope Street Xchange; A Centre for Enterprise and Innovation, Industry Centre and St. Peter s Gate. Successfully deliver a range of business, sales, and administrative support activities, including reception support services to ensure that the Directorate team and tenants receive an efficient, high quality and professional service. Overview Of The Role The Enterprise and Innovation Directorate is being established as the focal point for activities that maximise the economic and social impact of the University of Sunderland. The Business Support Assistant will play a key role in developing and delivering these activities. A key focus will be around the provision of effective support for sales of the tenancy space within Hope Street Xchange; A Centre for Enterprise and Innovation, The Industry Centre and St. Peters Gate. The position will support the team in updating of the performance management systems, collecting information for reporting and control processes. Although part of the Directorate, the candidate needs to be hardworking and a self starter, as the successful candidate may need to work autonomously when managing, organising and controlling daily operations in support of the Facilities Manager. The candidate will have to work with colleagues from across the department to help support the enhancement of operational processes and integration. Develop relationships with both internal and external stakeholders to ensure excellent levels of

2 service delivery. To provide a support role in ensuring the smooth running of Directorate properties through the successful delivery of building support services to the occupants and visitors. Responsibilities/key duties To actively support the selling of tenancy space within Hope Street Xchange; A Centre for Enterprise and Innovation The Industry Centre and St. Peters Gate, following the appropriate procedures and completion of the associated paperwork. Keep up-to-date records of client enquiries and feedback to maximise the revenue generation of each of the properties. Help to manage feedback, to develop leads and further improve enquiry conversion. To support the physical infrastructure and facilities of each of the properties and be first point of contact for all occupants and visitors to the building, responding to the customer with information, advice and support, including timely issue resolution and to provide excellent customer service. Support the team with the administration of the IT and telecommunication systems for the office tenants. Support the team to improve the service, reduce costs, improve procedures and develop excellent service provision. Support the team to ensure all buildings operate effectively and obtain the best service and value for money for the Directorate. Ensure I expenses and mileage claims are processed to meet the monthly deadlines and the necessary reconciliation and coding of credit card statements. Support in the booking of conferences and training courses for SMT and the wider team, any associated travel and accommodation arrangements and the subsequent submission of expense claims on their behalf. Support the team to deal with any query reports relating to credit cards entries, purchase orders, I expenses or travel bookings. Support the team to help with the maintenance of the E&I records management system, including organisation of and access to information stored on the E&I shared network drives and the E&I systems and databases including data cleansing and updating. Working with the PA Executive Support providing administration, meeting coordination and diary management support. Any administrative support at meetings in the form of pre meeting co-ordination (booking meeting rooms, arranging refreshments / hospitality, circulation of minutes, agendas, assembling and circulating papers) and where necessary to liaise effectively with a range of administrators and PAs within the Services and Faculties to support the effective and timely organisation of meetings. To place stationery orders in consultation with the PA Executive support on behalf of the E&I team, ensuring that adequate but not excessive supplies of stock are always available. Support the team to maintain records on the H R CHRIS system and the accurate data input of annual leave, time off in lieu, study leave and flexi. To maintain an effective central filing system cross referencing both electronic and

3 paper-based systems. To assist in room preparation for meetings, events and conferencing at buildings including HSX/SPG/TIC; provision of support for events and conference team as required. Undertake any other duties, commensurate with the grade of the role, as required by the Facilities Manager. Special Circumstances: The post holder will be required to be flexible and may be based at other University buildings as needed for service delivery. The post holder may be required to occasionally travel as part of the role. Part 2A Qualifications and Professional Memberships: Experience: Key Knowledge and Expertise: Essential: Qualifications and Experience: NVQ Level 2 business administration or equivalent experience. English Language and Maths at GCSE Level (grade C or above) or equivalent. Experience of working in a customer focussed role. An understanding of the value and challenges of delivering consistently high quality service to a wide variety of customers. Demonstrable record of good organisational skills. Demonstrable record of working as part of a team or independently. Ability to handle sensitive information with appropriate discretion. Key Knowledge and Expertise Good communication and interpersonal skills. Proven IT skills within Microsoft Office packages. Attention to detail.

4 Desirable: Qualifications and Experience: Experience of producing high quality written reports and other forms of written outputs. Knowledge and Expertise: Experience of developing and changing processes to achieve and maintain high standards of customer service. Experience of dealing with a variety of people in different situations. Can use initiative and problem solving skills liaising with stakeholders as appropriate. Experience of developing and maintaining computerised and manual office systems including databases. Experience and understanding of IT and Telecommunication systems. Good negotiation skills and ability to reach consensus and reconcile potential issues. Understanding of and commitment to continuous improvement. Proven ability to use initiative to plan ahead and solve problems. Problem solving and decision making. Good written and verbal skills.

5 Part 2B Key Skills/ Competencies: Communication Oral Communication is initiated in a timely fashion. Information is summarised accurately. Recipients reactions are noticed and appropriate responses are given. Delivery methods are chosen and tailored to aid understanding and meet the needs of others. Takes action to correct any misunderstandings or mistakes. Checks on recipients understanding and takes action to remedy any miscommunications. Adapts style in response to feedback. Written Anticipates the needs of others for information. Adjusts the level of content to suit audiences with varying levels of understanding and ability. Provides information in a suitable format so that the needs of others are met. Uses a range of different formats, chosen to the diverse needs and ensure understanding. Service Delivery Adapts services and systems to meet customer needs and identifies ways of improving standards. Learns from complaints and takes action to resolve them. Collates feedback and views from customers and keeps up to date with market trends to inform service development and make changes. Actively promotes services. Teamwork & Motivation Support colleagues in need of extra help. Displays self-confidence, demonstrating a can-do approach. Decision Making Independent Decisions Considers wider impact of decisions, assesses possible outcome and their likelihood. Uses judgement to make decisions with limited or ambiguous data and takes account of multiple factors. Distinguishes between the need to make a decision, when to defer and when not to take a decision. Collaborative Decisions Helps others to explore options that initially appear to be inappropriate or unfeasible and recognise when a decision is or is not needed. Enables others to contribute to decisions. Ensures that options are weighed, outcomes identified and chances of success considered. Challenges decisions appropriately to ensure processes are robust. Date Completed: October 2016