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- Tasks: Support B2B customers through their journey and resolve enquiries with top-notch service.
- Company: Join UCAS Group, a leader in education services, dedicated to helping students succeed.
- Benefits: Enjoy flexible working, 30 days leave, high street discounts, and internal training opportunities.
- Why this job: Be part of a supportive culture that values your input and offers growth potential.
- Qualifications: Previous customer service experience and strong communication skills are essential.
- Other info: This is a 12-month fixed-term contract with opportunities for recognition and development.
The predicted salary is between 19200 - 28800 £ per year.
The Customer Success Adviser is responsible for supporting the end-to-end journey for all B2B customers of UCAS Group. To provide high levels of service to customers by offering clear, efficient, accurate, and emotionally aware information to support customers through the appropriate contact channel to meet their needs. It also involves supporting Sales & Marketing teams in the fulfilment and coordination of customers’ media campaigns. They alert team managers to any risks in process or emerging contact trends that may impact the core service offering of the business or core UCAS products, escalating issues and incidents to ensure swift resolution for the customer.
Responsible for resolving B2B customer enquiries and first-level complaints using effective customer service skills, scheme, and product knowledge, adhering to quality standards. Responsible for delivering exemplary customer service at all times and accurately recording customer queries across all channels. Responsible for keeping all admissions scheme/technical knowledge up to date through attendance and proactive participation in training and briefings.
Skills, qualifications, and experience
- Previous customer service experience is strongly desirable.
- Excellent communication skills via telephone, email, and face-to-face.
- Strong administration and customer support skills.
- Strong organisational and methodological approach.
- Experience using CRM, customer databases, and maintaining customer records.
- Effective planning, coordination, and time management skills.
- Good working knowledge of Microsoft Office programs.
- Able to meet deadlines and perform under pressure.
- Knowledge of products and services across UCAS and UCAS Media.
Package
- Salary - £24,000 - 12 Month Fixed Term Contract
- 30 days annual leave plus 3 concessionary days over Christmas and bank holidays.
- Flexible working – UCAS supports hybrid working, allowing employees to work between home and the office.
- High street discounts and offers with Perkbox.
- Internal training and development opportunities.
- Subsidised gym and café.
- Recognition schemes including ex-gratia bonus and quarterly employee recognition.
- Employee networks promoting wellbeing, awareness, and inclusion.
Customer Success Adviser employer: UCAS
Contact Detail:
UCAS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Adviser
✨Tip Number 1
Familiarise yourself with UCAS Group's products and services. Understanding their offerings will not only help you answer customer queries effectively but also demonstrate your genuine interest in the role during any discussions.
✨Tip Number 2
Brush up on your customer service skills by practising common scenarios you might encounter in a B2B environment. Role-playing these situations can help you respond confidently and empathetically to customer needs.
✨Tip Number 3
Network with current or former employees of UCAS Group on platforms like LinkedIn. They can provide valuable insights into the company culture and expectations, which can be beneficial for your interview preparation.
✨Tip Number 4
Stay updated on industry trends related to customer success and B2B services. Being knowledgeable about the latest developments can give you an edge in conversations and show that you're proactive about your professional growth.
We think you need these skills to ace Customer Success Adviser
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant customer service experience and skills that align with the role of a Customer Success Adviser. Use specific examples to demonstrate your communication skills and ability to resolve enquiries effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of UCAS Group's mission. Mention how your previous experiences have prepared you to support B2B customers and contribute to the Sales & Marketing teams.
Highlight Relevant Skills: In your application, emphasise your organisational skills, familiarity with CRM systems, and proficiency in Microsoft Office. Provide examples of how you've successfully managed customer records and maintained high-quality service standards.
Show Enthusiasm for Continuous Learning: Mention your willingness to participate in training and development opportunities. Highlight any previous experiences where you proactively sought out knowledge to improve your skills, especially in relation to customer service and product knowledge.
How to prepare for a job interview at UCAS
✨Showcase Your Customer Service Skills
Since previous customer service experience is strongly desirable, be prepared to share specific examples of how you've successfully handled customer enquiries or complaints in the past. Highlight your ability to provide clear and emotionally aware information.
✨Demonstrate Communication Proficiency
Excellent communication skills are crucial for this role. Practice articulating your thoughts clearly and concisely, whether it's through telephone, email, or face-to-face interactions. Consider role-playing common customer scenarios with a friend to build confidence.
✨Familiarise Yourself with UCAS Products
Knowledge of UCAS products and services is essential. Take some time to research and understand what UCAS offers, as well as any recent developments. This will not only help you answer questions but also show your genuine interest in the company.
✨Prepare for Scenario-Based Questions
Expect to encounter scenario-based questions during the interview. Think about how you would handle various customer situations, including potential risks or emerging trends. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
