Job Details

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Customer Success Adviser

South West, Gloucestershire, Rosehill - Hybrid

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.

• 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.

For full job description, please see role profile attached.

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.

Pacakge

Salary - £24,000 - 12 Month Fixed Term Contract

• 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

• Dedicated volunteer employee networks promoting wellbeing, awareness and inclusion

How to apply

Please visit our website by clicking on the Apply Now button to see vacancies and to download and complete our application form.

Hours Per Week: 35.00

Apply Now

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