Customer Experience Partner

About UCAS

UCAS is at the heart of connecting people to higher education. UCAS is the world’s leading shared admissions service for higher education. We provide application services for UK universities and colleges as well as delivering a wide range of research, consultancy and advisory services to schools, colleges, careers services, professional bodies and employers. We’re a successful and fast-growing organisation, which helps hundreds of thousands of people every year. We are committed to delivering a first-class service to all of our customers — they are at the heart of everything we do.

The Customer Operations business unit at UCAS was formed to deliver and enhance the support and product & services provided to students, advisers, providers and other stakeholders involved in the higher education admissions process. This department focuses on improving the efficiency and effectiveness of customer interactions, ensuring that applicants and the providers they consider, and apply to, receive timely and accurate information, assistance, and guidance throughout the application cycle. It’s also the unit where we anticipate, respond to and define customer change to ensure UCAS can meet the needs of its customers and stakeholders going forward. Working in cross-company multi-disciplinary teams comprising Customer Service and Relationships, Product Management, International, Policy, Admissions Reform and Fair Access.

About the role

The Customer Experience Partner provides clear, efficient, accurate, engaging, and emotionally aware information to our customers, to guide and support them through the appropriate contact channel to meet their needs. 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.

We are currently recruiting for 4 Customer Experience Partner positions.

Key accountabilities

• Responsible for the resolution of customer enquiries and first level complaints within the metrics set out by the quality of service framework.
• Responsible for the delivery of exemplary customer experience at all times and the customer perceptions of UCAS at the conclusion of each contact/interaction, regardless of channel.
• Accountable for keeping all admissions scheme/cycle product/technical and system knowledge up-to-date through attendance and proactive participation in appropriate training, briefings, etc.
• Responsible for feeding into customer experience innovations that improve or enhance the customer experience.
• Acting as an ambassador for UCAS through the positive adoption and display of brand values at all times.
• Adherence to company policies and admissions procedures at all times.
• To carry out wider administrative tasks as and when necessary, particularly outside of peak times of the year.
• To support the Events Team by fulfilling the duties at exhibitions.

Skills, qualifications, and experience

• High level of literacy and numeracy.
• Ability to communicate effectively at all levels.
• Good working knowledge of Microsoft Office programmes.

Package

• Salary up to £23,050.
• Purpose-driven work in a charity-led organisation connecting people to education and opportunity.
• Internal training, mentoring, and access to industry-recognised certifications through our development academies.
• Hybrid working model built on trust and flexibility, with a 35-hour week and flexible contracts.
• 30 days annual leave, 3 concessionary days over Christmas, bank holidays, and the option to purchase additional leave.
• Everyday wellbeing support through Perkbox, offering discounts and wellness tools.
• Onsite facilities including a subsidised gym, café, and free parking at our Cheltenham office.
• Inclusive culture supported by employee networks, wellbeing champions, and Mental Health First Aiders.
• Recognition and reward through our quarterly employee scheme and an ex-gratia bonus for going above and beyond.

Studies have shown that some groups of people are less likely to apply to a role unless they tick every box. At UCAS we recognise that talent comes in various forms and we are committed to delivering a fair and equitable recruitment process where applicants have an equal opportunity to demonstrate their skills. So, if you are interested in this vacancy, but don’t necessarily meet every single point on the job description, please apply.

If you have any questions and would like to find out more about the role before applying please email the Talent Acquisition team via careers@ucas.ac.uk.