Customer Experience Partner

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.

You can find the full job description in the attached role profile below.

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.

Pacakge

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

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 and one of us will be in touch.

THEY MUST HAVE AN PO NUMBER

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.