UNIVERSITY OF ABERDEEN
SUPPORT STAFF ROLE DESCRIPTORS
INTRODUCTION
The Role Descriptors outline the increasing expectations for postholders at each Grade within the
University in terms of responsibility, complexity, contribution and achievement i.e. the level of
responsibility outlined in Grade 4 builds upon the level of responsibility already assumed in Grade
3.The examples listed in the Role Descriptors are for illustrative purposes only, and are not intended
to be exhaustive.
Grade 2
Postholders at Grade 2 level are expected to carry out a range of routine secretarial/clerical/technical
activities within standard procedures. The tasks undertaken will be more varied and/or more
complicated than those undertaken by Grade 1 postholders, and the postholder will be expected to
undertake limited planning and organising of their own work, in liaison with a line manager, to ensure
that deadlines are met. Postholders are expected to have sufficient knowledge to work on day-to-day
issues without continuous reference to others, but guidance from a line manager will be readily
available.
The majority of roles at Grade 2 level are defined within formal training programmes or within
standard job descriptions (e.g. those agreed at the implementation of the Framework Agreement or in
line with local protocols and procedures). Therefore, separate Role Descriptors have not been
developed.
Grade 3
Postholders at Grade 3 level are expected to perform a range of administrative/clerical/technical
duties. Work will be undertaken within established procedures and processes, but postholders will be
required to exercise some personal responsibility and judgement in organising and carrying out their
work. Postholders are expected to work with reduced direct supervision, however, guidance from a
line manager will be readily available. Postholders will be able to demonstrate a good working
knowledge of relevant systems, equipment, processes and procedures and may be required to
provide guidance to less experienced team members.
Grade 4
Postholders at Grade 4 level are responsible for the delivery of a wide range of administrative,
technical and/or client services and will have responsibility for specific activities and processes.
Postholders will be able to demonstrate a well developed knowledge of specialised procedures,
support systems and software/databases relevant to the role, together with a sound understanding of
the activities and work of the broader team in which they are based. They will also be able to
demonstrate sufficient personal initiative and judgement to deal with/resolve day-to-day problems and
work issues within established procedures or policies. Postholders will be responsible for planning
and organising their own work, with the ability to react effectively to changing priorities. Postholders
are expected to work with minimal direct supervision. The role may involve providing a basic level of
supervision to other members of staff.
SECRETARIAL, CLERICAL AND INFORMATION SUPPORT
ELEMENT 1 - COMMUNICATION
Grade 3

Regularly communicates routine information and guidance
accurately and clearly both orally and in writing under guidance
from line manager as required e.g. responding to straightforward
requests for information, passing on messages, dealing with
routine enquiries, record keeping, prepares standard documents,
completing standard forms, composing straightforward emails,
drafting minutes etc.

Periodically communicates more complex information which needs
careful explanation and interpretation under guidance from line
manager as required ee.g. providing more specialised information
to others.

Deals with all levels of colleagues, academic, research staff,
teaching, support staff and students on a daily basis

Deals with external suppliers as required
Grade 4

Regularly communicates routine and more complex information
and guidance accurately and clearly, both orally and in writing,
simplifying explanations depending upon the recipient’s level of
knowledge and understanding e.g. explaining or interpreting
policies,
systems,
processes;
drafting
publicity
material/letters/minutes;
creating
straightforward
reports/presentations.

Deals with all levels of colleagues, academic, research staff,
teaching staff, support staff and students on a daily basis

Deals with external suppliers as required
ELEMENT 2 – TEAMWORK & MOTIVATION
Grade 3

Contributes as a member of a team, co-operating and working with
colleagues in order to meet team objectives
Grade 4

Contributes at a higher level within the team, providing assistance,
advice and support as required

Those with supervisory responsibilities will oversee the work of a
small team or section, building team morale, monitoring day-to-day
performance of individuals and achievements of the team,
allocating day-to-day tasks, providing feedback, and ensuring
standards and team objectives are met.
ELEMENT 3 – LIAISON & NETWORKING
Grade 3

Regular internal liaison with colleagues and supervisors e.g.
keeping colleagues informed about the progress of work

May be required to liaise with individuals internal and external to
the University on routine matters, under guidance from line
manager as required
Grade 4


Liaises on a daily basis with all levels of staff, student and
colleagues (within and outwith the team) to provide and obtain
information and data to investigate problems and solutions
Regularly liaises with others (internal and external to the
University) to exchange routine and occasionally more complex
information and keep people informed so that work is completed
effectively e.g. keeping users informed about the progress of work,
barriers encountered etc
ELEMENT 4 – SERVICE DELIVERY
Grade 3

Provides an efficient and effective clerical/secretarial support
service which contributes to and supports the smooth operation of
the area in which the postholder is based

Processes routine orders, accompanied by liaison with members of
staff and suppliers as necessary e.g. stationery supplies

Discusses and investigates with users to understand requests for
work, under guidance from line manager as required
Grade 4



Provides a wide-ranging efficient and effective clerical/secretarial
support service which contributes to and supports the smooth
operation of the wider area in which the postholder is based
Contributes
to
changes
and
improvements
in
the
standards/delivery of own area of service, taking customer
feedback into account e.g. provides feedback to senior members
of staff with a view to improving the future provision of support
within the postholder’s area of responsibility
Independently discusses and investigates with users to understand
more complex requests for work e.g. matters of a sensitive nature
requiring higher levels of tact and diplomacy, formulating
responses to more complex staff/student enquiries
ELEMENT 5 – DECISION MAKING PROCESSES & OUTCOMES
Grade 3

Makes independent decisions on routine day-to-day work related
matters, seeking advice from senior staff as required e.g.
prioritisation of workload, clarification of instructions etc

Provides information and guidance to members of staff and
students as required to assist them in making an informed decision
about their particular requirements, under guidance from line
manager as required

Contributes to team discussions within the postholder’s area of
responsibility
Grade 4

Makes independent decisions on more complex day-to-day work
related matters seeking advice from senior staff as required e.g.
the optimum method of resolving problems within area of
knowledge and expertise

Makes an independent and well-informed contribution to team
discussions affecting the postholder’s area of responsibility e.g.
making suggestions on improvements to service/ implementation
of new processes in the light of feedback received etc

Those with line management responsibilities are expected to assist
team members as required in making decisions on day-to-day
work related matters e.g. prioritisation of work, answering queries
etc
ELEMENT 6 – PLANNING & ORGANISING RESOURCES
Grade 3

Generally expected to plan and prioritise their own work and
reprioritise according to demand/workload, seeking support from
senior staff as required

Contributes to the organisation of any of the following: arranging
activities and meetings, dealing with routine travel/accommodation
arrangements, managing diaries, assisting with the organisation of
School/Section events etc.

May be expected to provide support to Committees, under
guidance from line manager as required

May have responsibility for monitoring expenditure against budgets
e.g. small/routine research grants/project budgets
Grade 4

Required to independently plan, organise and prioritise own work
and, where in a supervisory role, the work activities of others,
reacting effectively to changing priorities and ensuring that work
requirements/objectives are met e.g. supporting committees,
organising and co-ordinating key events and activities for the
School/Section ensuring they run smoothly, maintaining and
prioritising senior managers’ diaries, organising complex
travel/accommodation arrangements etc.

Monitors expenditure against budgets e.g. larger/more complex
research grants/project budgets, providing reports to senior
members of staff as required

Contributes to operational planning process within the
School/Section e.g. arrangements for external examiners, Open
Days etc
ELEMENT 7 – INITIATIVE & PROBLEM SOLVING
Grade 3

Daily use of initiative and problem solving skills to determine and
resolve standard problems encountered within postholder’s area of
responsibility, with support from senior staff as required e.g.
reprioritising tasks due to workload/issues which have arisen,
sourcing missing information/data, filtering calls etc

Uses judgement to determine when to re-direct more complex
issues to others
Grade 4

Daily use of initiative and problem solving skills to independently
determine and resolve a wide array of standard problems in
accordance with procedures, guidelines and experience (such
issues may occur within postholder’s area of responsibility and/or
in the wider School/Section) e.g. staffing problems; performance
issues; data anomalies; budgetary issues; complex customer
enquiries/complaints; degree regulations; acting as a filter for
problems/issues addressed to the manager, aiming to resolve
them where possible.

Uses logical thinking to devise solutions to resolve non-standard
problems, using existing procedures and practices and seeking
assistance from team members and senior staff as required
ELEMENT 8 – ANALYSIS & RESEARCH
Grade 3

Carries out web searches and other investigations to obtain
answers to routine queries, e.g. travel and accommodation
information, information on other institutions, student numbers, etc

Provides information to others for interpretation
Grade 4

Carries out research as appropriate to identify solutions and obtain
responses to more complex queries e.g. sourcing equipment and
costs, benchmarking on sector of student data/numbers

Preparation and collation of standard data/information for
interpretation by senior staff running reports from databases and
extracting relevant data, producing statistics, carrying out
database searches, sourcing subject specific information for
marketing material, researching data from various information
sources, monitoring and reporting on expenditure/resource usage,
cross-checking of more complex/varied data, investigating
problems/faults/anomalies, responsibility for the integrity of local
databases, records and information systems etc.
ELEMENT 9 – SENSORY & PHYSICAL DEMANDS
Grade 3

Sensory/physical demands will typically involve the routine use of
standard office equipment e.g. PC, photocopier, scanner
Grade 4

In this case there is no additional demand.
ELEMENT 10 – WORK ENVIRONMENT
Grade 3

Generally based in a low risk/relatively stable environment e.g.
office, library etc
Grade 4

May be required to have a general awareness of health and safety
issues within area of responsibility
ELEMENT 11 – PASTORAL CARE & WELFARE
Grade 3

Responds with sensitivity and tact to staff and students when
answering queries

Maintains confidentiality in relation to work carried out, particularly
in relation to sensitive areas or where commercially restricted work
is being undertaken
Grade 4

May be required to act as first point of contact for staff and student
queries within the School/Section e.g. examination/registration
information, induction queries
ELEMENT 12 – TEAM DEVELOPMENT
Grade 3

May be required to provide information, training, guidance and
assistance to new and/or less experienced colleagues
Grade 4

Guides/advises colleagues on standard work practices, equipment
etc e.g. demonstrating tasks, advising on standard procedures,
inducting new colleagues, training/guiding others on how to
perform day-to-day tasks/activities.

Contributes and shares knowledge with colleagues and
supervisors on a regular basis at team meetings and/or on an ad
hoc basis

Those with supervisory responsibilities may be required to conduct
staff reviews, identify individual training needs and ensure that they
are met
ELEMENT 13 – TEACHING & LEARNING SUPPORT
Grade 3

Not typically required to teach/train others outwith the team
Grade 4

May be required to provide routine introductions on standard
information or procedures to individuals or groups outwith the team

May be required to attend field trips to provide support to senior
staff
ELEMENT 14 – KNOWLEDGE & EXPERIENCE
Grade 3

Good general education, with sufficient experience/training to fulfil
the role, seeking support from senior staff as required e.g. on the
job learning/attending additional training

Good working knowledge of relevant systems, equipment,
processes and procedures

Competent in the use of standard software packages (eg MS
Office, Excel, internet, email).

Understanding of and adherence to University Health and Safety
and Equal Opportunities Policies
Grade 4

Good general education, with sufficient experience/training to fulfil
the role e.g. on the job learning/attending additional training

Proven use of initiative and judgement to resolve a range of
problems independently

Well developed knowledge of specialised procedures, support
systems and software/databases relevant to the role

Sound understanding of the activities and work of the broader
team within which the postholder is based

May be required to demonstrate supervisory skills and/or
experience

Proficient in the use of standard software packages (eg MS Office,
Excel, internet, email) as well as more specialised
databases/bespoke systems

Understanding of and adherence to University Health and Safety
and Equal Opportunities Policies
TECHNICAL, FACILITIES AND OPERATIONAL SUPPORT
ELEMENT 1 - COMMUNICATION
Grade 3

Regularly communicates routine information and guidance
accurately and clearly both orally and in writing under guidance
from line manager as required e.g. responding to straightforward
requests for information, discusses and investigates with users to
understand requests for work, passing on messages, dealing with
routine enquiries, record keeping, completing standard forms,
composing straightforward emails etc.

Periodically communicates more complex information which needs
careful explanation and interpretation under guidance from line
manager as required e.g. providing technical/more specialised
information to others.

Deals with all levels of colleagues, academic, research staff,
support staff and students on a daily basis

Deals with external suppliers as required

Contributes to documentation to maintain and produce accurate
inventories of equipment, solutions etc
Grade 4

Regularly communicates routine and more complex information
and guidance accurately and clearly, both orally and in writing,
simplifying explanations depending upon the recipient’s level of
knowledge and understanding e.g. providing technical/specialist
information to others, writing short notes/reports on laboratory
projects, standard operating procedures, providing written
instructions, keeping accurate and concise notes as required

Deals with all levels of colleagues, academic, research staff,
support staff and students on a daily basis

Deals with external suppliers as required

Proactively discusses and investigates with users to understand
requests for work

Produces and contributes to documentation to maintain and
produce accurate inventories of equipment, solutions etc
ELEMENT 2 – TEAMWORK & MOTIVATION
Grade 3

Contributes as a member of a team, co-operating and working with
colleagues in order to meet team objectives

May be required to provide assistance and support to less
experienced colleagues
Grade 4

Contributes at a higher level within the team, providing assistance,
advice and support as required
ELEMENT 3 – LIAISON & NETWORKING
Grade 3

Regular internal liaison with colleagues and supervisors regarding
work matters e.g. experiments being run, equipment
maintenance/breakage etc

Keeps users informed about the progress of their request for work
to be carried out

May be required to liaise with colleagues outwith the team on
routine matters
Grade 4

Liaises on a daily basis with all levels of staff, student and
colleagues (within and outwith the team) to provide and obtain
information and data to investigate problems and solutions

Regularly liaises with others (internal and external to the
University) to exchange routine and occasionally more complex
information and keep people informed so that work is completed
effectively e.g. keeping users informed about the progress of their
request for work to be carried out
ELEMENT 4 – SERVICE DELIVERY
Grade 3

Provides an efficient and effective technical/operational support
service within the postholder’s area of responsibility

Discusses and investigates with users to understand requests for
work, under guidance from line manager as required

Basic preparation and analysis of chemical/biological materials,
compounds and/or solutions

Basic
operation,
calibration
and
maintenance
of
laboratory/workshop/IT instrumentation/machinery

Testing, adjusting and repairing laboratory/workshop/IT equipment
and apparatus, seeking advice/support as required

Maintaining adequate stock levels as required by School/Section

Processing regular orders, accompanied by liaison with members
of staff and suppliers as necessary
Grade 4

Provides
a
wide-ranging
efficient
and
effective
technical/operational support service

Provides feedback to senior members of staff with a view to
improving the future provision of technical support within
postholder’s area of responsibility

Preparation and analysis of more complex/non-routine
chemical/biological materials, compounds and/or solutions

Operation, calibration and maintenance of more complex/nonroutine laboratory/workshop/IT instrumentation/machinery

Independently
testing,
adjusting
and
repairing
laboratory/workshop/IT equipment and apparatus

Keeping records of expenditure on all equipment and materials
received and issued within postholder’s area of responsibility

Checking accuracy of goods received as required upon receipt of
orders

Makes informed contribution to risk assessment processes
ELEMENT 5 – DECISION MAKING PROCESSES & OUTCOMES
Grade 3

Makes independent decisions on routine day-to-day work related
matters, seeking advice from senior staff as required e.g.
prioritisation of workload, clarification of instructions etc

Contributes to team discussions within the postholder’s area of
responsibility

Provides information and guidance to members of staff and
students as required to assist them in making an informed decision
about their particular requirements, under guidance from line
manager as required
Grade 4



Makes independent decisions on day-to-day work related matters
seeking advice from senior staff as require e.g. the optimum
method of resolving problems within area of knowledge and
expertise
Independently provides more complex information and guidance to
members of staff and students as required to assist them in
making an informed decision about their particular requirements
Makes an independent and well-informed contribution to team
discussions affecting the postholder’s area of responsibility e.g.
making suggestions on improvements to service/ implementation
of new processes in the light of feedback received etc
ELEMENT 6 – PLANNING & ORGANISING RESOURCES
Grade 3

Generally expected to plan and prioritise their own work and use of
equipment/resources, and reprioritise according to
demand/workload, seeking support from senior staff as required

Setting up and construction of apparatus under guidance
Grade 4

Organises the daily running of laboratory/workshop/operational
area

Planning and organising resources for multiple groups e.g. setting
up, co-ordinating and constructing equipment, involving
modification, manufacture and development as appropriate

Prioritises job requests and projects received, reacting effectively
to changing priorities
ELEMENT 7 – INITIATIVE & PROBLEM SOLVING
Grade 3

Daily use of initiative and problem solving skills to determine and
resolve standard technical/operational problems encountered
within postholder’s area of responsibility in accordance with
procedures, guidelines and experience and seeking support from
senior staff as required e.g. dealing with breakdowns, maintenance
and repairs of equipment etc

Uses judgement to determine when to re-direct more complex
issues to others

Basic testing and fault diagnosis of equipment
Grade 4

Daily use of initiative and problem solving skills to independently
determine and resolve a wide array of standard problems in
accordance with procedures, guidelines and experience e.g.
staffing problems; performance issues; data anomalies; budgetary
issues; complex customer enquiries/complaints; acting as a filter
for problems/issues addressed to the manager, aiming to resolve
them where possible.

Uses logical thinking to devise solutions and techniques to resolve
non-standard problems, seeking assistance from team members
and more senior staff as required

Testing and fault diagnosis of equipment

Provision of guidance on design and construction of
apparatus/equipment/machinery
ELEMENT 8 – ANALYSIS & RESEARCH
Grade 3

Carries out web searches and other investigations to obtain
answers to routine queries

Setting up of systems and equipment within the postholder’s area
of responsibility e.g. for experiments, maintenance activities etc.

Initial preparation and collation of routine data for interpretation by
senior staff
Grade 4

Carries out research as appropriate to identify solutions to
problems using the internet, discussion forums, suppliers etc

Setting up of systems and equipment, including the development
of new or improved methods under supervision

Preparation and collation of standard data/information for
interpretation by senior staff
ELEMENT 9 – SENSORY & PHYSICAL DEMANDS
Grade 3

Required to move heavy and often awkward objects and expensive
laboratory/computer/operational equipment safely

Occasional work in confined conditions to install and maintain
equipment

Deliver a high quality of service while under pressure to achieve
immediate results
Grade 4

In this case there is no additional demand
ELEMENT 10 – WORK ENVIRONMENT
Grade 3

Responsible for general tidiness, security of equipment and
chemicals and general health and safety within work environment
under guidance from senior staff

May be exposed to some unpleasant/moderately hazardous work
environments e.g. working in a laboratory, working outdoors,
exposure to chemicals, use of hazardous machinery, requirement
to use protective clothing e.g. gloves, goggles etc.

Awareness of requirements to changing practice in line with health
& safety and/or other legislative guidelines
Grade 4

In this case there is no additional demand
ELEMENT 11 – PASTORAL CARE & WELFARE
Grade 3

Responds with sensitivity and tact to staff and students when
answering queries

Maintains confidentiality in relation to work carried out, particularly
in relation to sensitive areas or where commercially restricted work
is being undertaken
Grade 4

In this case there is no additional demand
ELEMENT 12 – TEAM DEVELOPMENT
Grade 3

May be required to provide information and assistance to new
and/or less experienced colleagues as required
Grade 4

Contributes and shares knowledge with peers and supervisors on
a regular basis at team meetings and/or on an ad hoc basis

Provides information, training, guidance and assistance to new
and/or less experienced colleagues and assesses performance as
required

Guides and advises colleagues on standard working practices,
equipment etc
ELEMENT 13 – TEACHING & LEARNING SUPPORT
Grade 3

Provides assistance as required to academic colleagues by
demonstrating experiments and techniques to students within
postholder’s area of responsibility

Provides assistance in basic experimental techniques to students
and other laboratory/workshop/IT users
Grade 4

Demonstrates experiments and techniques to students in a lecture
theatre and/or teaching/research laboratory setting either
independently or providing support to a senior colleague

Provides assistance to students and other laboratory/workshop/IT
users undertaking routine and non-routine techniques or
operational activities
ELEMENT 14 – KNOWLEDGE & EXPERIENCE
Grade 3

Qualified to ONC level (or equivalent) in a relevant subject or with
sufficient experience/training to fulfil the role e.g. on the job
learning/attending additional training

Good working knowledge of relevant systems, equipment,
processes and procedures

Technical knowledge and experience to enable the postholder to
fulfil all elements required of the role
Grade 4

Qualified to HNC/HND level (or equivalent) in a relevant subject or
with sufficient experience/training to fulfil the role e.g. on the job
learning/attending additional training

Detailed technical knowledge and experience in a relevant
specialism to enable the postholder to fulfil all elements required of
the role

Well developed knowledge of specialised procedures, support
systems and software/databases relevant to the role

Sound understanding of the activities and work of the broader
team