At a Glance
- Tasks: Support customers through their higher education journey with clear and engaging communication.
- Company: Join UCAS, the leading admissions service connecting people to education.
- Benefits: Competitive salary, hybrid working, 30 days leave, and professional development opportunities.
- Other info: Be part of a purpose-driven team with excellent career growth potential.
- Why this job: Make a real difference in students' lives while working in a supportive environment.
- Qualifications: Strong communication skills and proficiency in Microsoft Office required.
The predicted salary is between 18000 - 27000 £ per year.
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’re committed to delivering a first-class service to all of our customers — they’re 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.
Customer Experience Partner in London employer: UCAS - Universities and Colleges Admissions Service
UCAS is an exceptional employer, dedicated to connecting individuals with higher education opportunities while fostering a supportive and collaborative work environment. Employees benefit from a purpose-driven culture, extensive training and development opportunities, and a flexible hybrid working model that promotes work-life balance. With a commitment to delivering exemplary customer service, UCAS empowers its staff to innovate and enhance the customer experience, making it a rewarding place to grow your career.
Contact Details:
UCAS - Universities and Colleges Admissions Service Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Partner in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at UCAS - Universities and Colleges Admissions Service. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like UCAS - Universities and Colleges Admissions Service before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Partner in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to UCAS - Universities and Colleges Admissions Service:Your cover letter is your chance to shine! Tell us why you want to work at UCAS - Universities and Colleges Admissions Service specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at UCAS - Universities and Colleges Admissions Service!
How to prepare for a job interview at UCAS - Universities and Colleges Admissions Service
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
