Case studies Compass: Journal of Learning and Teaching, Vol 14, No 3, 2021 1 ‘I'll play the game, but I cannot stay’ 1 : The role of third space professionals in encouraging the retention, success and sense of belonging of undergraduate students I'll survive When the world's crashin' down When I fall and hit the ground I will turn myself around Don't you try to stop me! (Alice, Avril Lavigne, 2010) 2 Julie Hughes a , Debra Cureton b , Jenni Jones c a. The College of Learning and Teaching, University of Wolverhampton, b. The Doctoral College, University of Wolverhampton, c . The Faculty of Arts, Business and Social Sciences, University of Wolverhampton, UK Abstract In 2019, a diverse, post-92, Midlands university implemented a new, hybrid third space role called the ‘academic coach’ (AC) to support its mission to make its educational provision fully accessible to all its students, to retain them and to ensure their success. Since a sense of belonging to their institution is such a powerful influence on students’ sense of wellbeing, their development of an academic identity and their resilience in the higher education context, with consequent positive impact upon their retention and success, this role is devoted to the pastoral care and personal tutoring of levels three and four students. This case study considers the journey of the AC in defining and shaping this new role and offers the ACs’ perceptions of their influence on the experience of students at levels three and four by enhancing collaborative and learning relationships within the wider university. Keywords: third space professionals, transitions, levels three and four undergraduates, retention, success, belonging 1 Quote from Alice through the Looking Glass by Lewis Carroll (1871) and from the Avril Lavigne song ‘Alice’ , 2010. It has been chosen as the title for the paper, as it represents students’ struggle to understand the rules of academia, with consequent adverse impact upon their retention and success (Cousin and Cureton, 2010). NB. The word ‘cannot’ is replaced by ‘can’t’ in the Avril Lavigne song. 2 This quote from the Avril Lavigne Song ‘Alice’ (2010) is used here as it highlights both the resilience shown by many of the students at the case study university as they strive to change their lives through education and the determination shown by the academic coaches in carving out the space and practices involved in the role they play to support our students so skilfully.