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.
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.
Skills, qualifications and experience:
High level of literacy and numeracy.
Ability to communicate effectively at all levels.
Excellent telephone manner.
Previous customer service experience strongly desirable.
Strong problem-solving skills.
Good working knowledge of Microsoft Office programmes.
Salary - £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
Job Types: Full-time, Permanent
Pay: £23,050.00 per year
Benefits:
Additional leave
Bereavement leave
Canteen
Company pension
Cycle to work scheme
Discounted or free food
Employee discount
Enhanced maternity leave
Enhanced paternity leave
Flexitime
Free flu jabs
Free parking
Health & wellbeing programme
On-site gym
On-site parking
Paid volunteer time
Referral programme
Sabbatical
Sick pay
Work from home
Work Location: Hybrid remote in Cheltenham GL52 3LZ