About the role
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 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.
This role is a part time (21 hours a week) 12-month fixed term contract
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.
• Making changes to customer records as appropriate to support the resolution of queries.
For a full job description please see the attached role profile.
Skills, qualifications, and experience
• 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
Package
Salary up to £23,800 (Pro rata)
• 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.
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