¹û¶³Ó°Ôº

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)Ìý
• Liaising effectively with students, student representatives and academics in departmentsÌý
• Identifying and appropriately referring on potential student related issues and problemsÌý
• 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 systemsÌý
• 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 othersÌýÌý

• Find opportunities to interact with people positively and deliverÌýhigh-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 ¹û¶³Ó°Ôº ARENA training in relevant areas.

*ÌýYou may wish to explore the listed formal training themes / topics onÌýLinkedIn Learning.

Transferable skills and competencies

¹û¶³Ó°Ôº uses the Universal Competency Framework (UCF) to discuss transferable skills. Find out moreÌýdetails 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.

¹û¶³Ó°Ôº Ways of Working

These describe expected behaviours in line with ¹û¶³Ó°Ôº culture and values.Ìý For Ways of Working indicators and steps to development please refer to theÌýWays of Working website.Ìý