Student Support and Success - grade 6

Experiences

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

• First point of contact to receive personal student information, with a view to assessing complexity and either handling, or referring onwards, following standard procedures (e.g. personal circumstances/welfare/well-being/ability to study) 
• Liaising effectively with students, student representatives and academics in departments 
• Identifying and appropriately referring on potential student related issues and problems 
• Providing administrative support for student support and success activities
• Reviewing student data for accuracy and completeness
• Providing available information on request (e.g. advice and guidance to students), responding to transactional enquiries, keeping full records (escalating or referring onwards where necessary)
• Identifying and escalating instances of deviation from standard practices
• Responding to sensitive information with emotional intelligence
• Understanding self-management and self-care in relation to dealing with sensitive and potentially distressing situations or information.

Personal and professional development

Development options to consider when working towards this level

Learning on the job

• Gain a basic understanding of database management and client management data systems 
• Build experience of working with set procedures and protocols
• Gain experience in tailoring communication to different audiences and mediums
• Spend some time working with reception and other student-facing roles in academic departments.

Learning from others  

• Find opportunities to interact with people positively and deliver high-quality customer services
• Seek out an appropriate mentor
• Attend staff student consultative meetings, where appropriate.

Formal learning

• Attend training on having ‘challenging conversations’
• Complete national e-learning for suicide prevention and mental health first aid
• Attend UCL ARENA training in relevant areas.

* 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.

Adhering to principles and values

• Upholding ethics and values.
• Acting with integrity.
• Utilising diversity.
• Showing social and environmental responsibility.

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.