At a Glance
- 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.
- Other info: This is a 12-month fixed-term contract with opportunities for recognition and development.
- 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.
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 in Cheltenham employer: UCAS
UCAS Group is an exceptional employer that prioritises the well-being and development of its employees. With a strong focus on customer service excellence, the company fosters a supportive work culture that encourages continuous learning and growth through internal training opportunities. Located in a vibrant environment, UCAS offers flexible working arrangements, generous annual leave, and unique benefits such as high street discounts and wellness initiatives, making it an ideal place for those seeking a meaningful and rewarding career in customer success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Adviser in Cheltenham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at UCAS. 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 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 Success Adviser in Cheltenham
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:Your cover letter is your chance to shine! Tell us why you want to work at UCAS 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!
How to prepare for a job interview at UCAS
✨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.
