Customer Experience Partner advertised by

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Contact Information:
New Barn Lane
GL52 3LZ

Tel: 01242 544657

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Customer Experience Partner

South West, Gloucestershire, Rosehill

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
• 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.

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.


Up to £17,500 with 30 days annual leave, voluntary flexible benefits, paid volunteering days, and a contributory stakeholder pension. It’s not just about the financial benefits that UCAS offers – on-site you can also benefit from our restaurant, affordable gym membership, flexible ways of working and continued online development and support. You will enjoy an exciting, agile working environment, with a vibrant culture and flexible approach to work, all of which reflects our teamwork and innovative spirit

How to apply

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

Hours Per Week: 35.00 - flexible working arrangements

Apply Now

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