Customer Success Adviser

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.

In this six-month secondment role as a Customer Success Adviser, you will be responsible for supporting the end-to-end journey for all B2B customers of UCAS Group.

To provide high levels of service to customers offering clear, efficient, accurate, and emotionally aware information to support customers through the appropriate contact channel to meet their needs. It will also involve providing support to 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 whilst appropriately escalating issues and incidents to assure swift resolution for the customer.

Key accountabilities:

• Responsible for the resolution of B2B customer enquiries and first level complaints using effective customer service skills, scheme, and product knowledge abiding by quality monitoring standards.

• Responsible for the delivery of exemplary customer service, at all times, and the accurate recording of customer queries across all channels.

• Responsible for keeping all admissions scheme/technical knowledge up to date, through attendance and proactive participation in appropriate training, briefings, etc.

You can find the full job description in the attached role profile below.

• Previous customer service experience, strongly desirable.

• Excellent manner in communicating via telephone, email, and face-to-face.

• Strong administration and customer support skills.

• Strong levels of organisational and methodological approach.

• Strong experience of using CRM, customer databases and maintenance of customer records.

• Effective planning, co-ordination, and time management skills.

• Good working knowledge of Microsoft Office programmes.

• Able to meet deadlines and perform under pressure.

• Knowledge of products and services across UCAS and UCAS Media.

Salary – up to £24,700 FTE

• 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 still 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 and one of us will be in touch.