A-LEVEL results day can be full of tears of joy and in some cases disappointment.

Reporter POPPY BRADBURY took a look behind the scenes at University of West London's Clearing call centre where they are taking hundreds of calls from those unlucky students who just missed out on the grades

FOR many, yesterday was filled with joy and unfettered relief, as A-level students across the borough celebrated another great year of top grades which will be sending them to their university of choice.

But for some, the mad scramble to get their hands on one of those fleeting last places quickly began.

Students who apply to university but fail to achieve the expected marks are directed through the UCAS Clearing system. It can be a complicated and emotional journey to get their hands on one of the few remaining unfilled degree places.

But to welcome potential candidates, a team of present students manned the phones from 8am to 8pm yesterday at the University of West London's Clearing call centre at its Brentford campus in Boston Manor Road.

The volunteers are given training so they know how to handle fraught callers and quickly direct them to the best academic departments.

Charlotte Godfrey was one of the 80 student volunteers and academics who took 3,788 calls yesterday - 600 more than the first day last year.

The 20-year-old musical theatre student said: “I didn't go through Clearing but I've got a good friend who did and wasn't going to go to university otherwise, so I know what it's like.

“I had someone absolutely hysteric ringing three times this morning. I had to calm her down. She got two Es so I suggested she look into drama as that doesn't need the top grades.

“And there's lots of people in a hurry. You have to match their tone but all of them have been really polite.

“I even had a call from Nigeria yesterday the moments the phones went live and someone from America today so I had to convert all the American qualifications which was quite tricky.”

With 200 spaces available through Clearing at UWL, 105 have already been snapped up and the remaining are likely to be filled over the next few days.

Changes by government mean universities no longer have a limit on the number of top students they recruit, so professors were delighted to attract 63 AAB students yesterday on top of its 200 Clearing spaces.

Mark Garratt, director of marketing, communications and recruitment, is leading the call centre operation.

He said: “We began training the student ambassadors weeks ago with the process of Clearing, how to handle callers because it can be emotional for students and parents calling up. And they've got to be as efficient as possible.

“We get calls three types of callers. Potential students who didn't go through UCAS but got good results and have decided they've got a choice now, students who didn't get the grades which they wanted, and new this year AAB students who have the option to change their first choice.”

One determined candidate was so desperate to secure a place at the university, she turned up with a portfolio of her work to show off to professors.

Mr Garratt was keen to remind how UWL's entry grades has jumped from 150 UCAS points (D and E grades) three years ago up to between 240 and 300 (Bs and As).

“This university has changed,” he said. “And that is shown in the retention of students, when they come here they stay here.”

The institute is making a name for itself after a major rebranding last year. This year it was voted the best modern university in London and has a 90 per cent employment rate for graduates within the first year of leaving.

It was determined to shake off its 'less academic' reputation as the former Thames Valley University and is now attracting better quality students with its range of degree courses from hospitality to music technology and criminology.

The midwifery course filled up within a few hours, but there are still places in computing, law, film production, journalism, broadcasting, and music management.

* Call the hotline on 0800 036 8888 until 8pm today and from 9am to 5pm on Saturday and Sunday.