PA and EA - grade 5

Experiences

Activities and responsibilities likely to be required when working at this level

• General administration support and filing
• Acting as the first point of contact for and responding to routine enquiries by e-mail, telephone or in person
• Additional responsibility, proactivity and knowledge may be required when acting on or referring complex problems to managers/colleagues 
• A good level of attention to detail
• The ability to understand and interpret set guidelines and instructions 
• Taking responsibility for high volume, sometimes repetitive tasks 
• Supporting colleagues’ work as part of a team; entering data accurately
  
  *Roles within a medical/science and engineering settings could include additional duties such as; providing a service to laboratories on a day to day basis; awareness of health and safety issues.

Personal and professional development

Development options to consider when working towards this level

Learning on the job

• Familiarity with UCL regulations
• Relevant experience delivering customer service support
• An ability to work in other areas or teams
• Reviewing, advising on and improving processes and procedures

Learning from others  

• Work shadowing
• Joining a Community of Practice (CoP)
• Connecting with peers and colleagues from other teams and working collaboratively
• Mentoring or speaking to your manager and peers
• Observing good practice and implementing this in own work 
• Building an understanding of the Higher Education sector

Formal learning

• General MS Office, particularly Outlook 
• Word, Excel and PowerPoint
• Training on relevant UCL systems and data reporting. 
• As applicable to the role, health and safety training (e.g. Fire Evacuation Marshal (FEM) Emergency First Aid at Work (EFAW) training)
• Finance and HR training
• Website content management training

* You may wish to explore the listed formal training themes / topics on LinkedIn Learning.

Transferable skills and competencies

UCL uses the Universal Competency Framework (UCF) to discuss transferable skills. Find out more details on the framework.

Relating and Networking

• Building rapport
• Networking
• Relating across levels
• Managing conflict
• Using humour

Writing and reporting

• Writing correctly
• Writing clearly and fluently
• Writing in an expressive and engaging style
• Targeting communication

Following instructions and procedures

• Following directions
• Following procedures
• Time keeping and attending
• Demonstrating commitment
• Showing awareness of safety issues
• Complying with legal obligations
   

UCL Ways of Working

These describe expected behaviours in line with UCL culture and values.  For Ways of Working indicators and steps to development please refer to the Ways of Working website.