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.

Operations

The Operations Business Unit runs UCAS’ day-to-day frontline services. They include the Customer Experience Centre providing comprehensive high quality services to support applicants in their journey into university and other higher education provision.

They also include services to higher education providers, qualification matching, for instance to support a-level results day, IT service management, data and insights services and the business unit analyses, researches, develops and releases UCAS’ publications particularly at key points in the application cycle.

The Business Unit is responsible for running UCAS’ Confirmation and Clearing service and logistics related to key deadlines in the cycle. 

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 duties and responsibilities:

• 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.

• Responsible for fulfilling the duties of UCAS experts at exhibitions as required/requested.

• 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 - up to £17,500

• 30(!)days annual leave (plus 3 concessionary days over Christmas and your bank holidays!)

• Flexibility – UCAS positively supports Hybrid working for its employees, meaning you can work between home and the office in a way that suits you and the business and also has a comprehensive Flexible Working Policy

• A generous pension scheme

• Hundreds of high street discounts and offers with Perkbox

• Internal training and development

• Subsidised gym and café

• Be rewarded for going above and beyond with our ex-gratia bonus scheme and Celebrating U, our quarterly employee recognition scheme