UCL Career Frameworks


Programme Administration - grade 5

Example job roles: Programme Assistance

Level:    Developing/Skilled


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

  • Supporting the effective delivery of education
  • First point of contact for responding to student programme-related queries by phone and email and face to face
  • Dealing initially with routine enquiries and signposting other relevant services
  • Able to understand, interpret and communicate set guidelines and procedures in order to support students
  • Knowing when to refer complex problems to managers/colleagues
  • Carrying out general administrative tasks to support the team as needed
  • Supporting colleagues during busy times
  • Taking responsibility for high volume, sometimes repetitive tasks (e.g. scanning exam papers for marking, attendance monitoring, returning coursework to students, checking coursework submissions)
  • Maintaining records and files
  • Providing support for events as required, including ordering resources.

Personal and professional development

Development options to consider when working towards this level

Learning on the job

  • Get involved with a project or work-stream where you can gain experience in supporting events and tasks
  • Build familiarity with HE cycle and typical related student issues.

Learning from others  

  • Gain some experience of working with an appropriate customer service etiquette
  • Gain experience of collaborating with teams or groups on shared tasks.

Formal learning

  • Gain skills of use and application of MS Office packages (particularly Excel and Word).

* 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.

Working with people

  • Understanding others.
  • Adapting to the team.
  • Building team spirit.
  • Recognising and rewarding contributions.
  • Listening.
  • Consulting others.
  • Communicating proactively.
  • Showing tolerance and consideration.
  • Showing empathy.
  • Supporting others.
  • Caring for others.
  • Developing and communicating self-knowledge and insight.

Following instructions and procedures

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

Learning and researching

  • Learning quickly.
  • Gathering information.
  • Thinking quickly.
  • Encouraging and supporting organisational learning.
  • Managing knowledge.

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

8 February 2020

Career Pathway roles are indicative and are not intended to be a description of the role in terms of responsibilty and duties.