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.

The Customer Operations business unit at UCAS was formed to deliver and enhance the support and product & services provided to students, advisers, providers and other stakeholders involved in the higher education admissions process. This department focuses on improving the efficiency and effectiveness of customer interactions, ensuring that applicants and the providers they consider, and apply to, receive timely and accurate information, assistance, and guidance throughout the application cycle. It’s also the unit where we anticipate, respond to and define customer change to ensure UCAS can meet the needs of its customers and stakeholders going forward. Working in cross-company multi-disciplinary teams comprising; Customer Service and Relationships, Product Management, International, Policy, Admissions Reform and Fair Access.

To strengthen provider relationships with UCAS by offering expert guidance, resolving challenges, and driving strategic internal and external strategic change to enhance the admissions experience by:

• Building strong, trusted relationships with providers, ensuring they feel supported, valued, and heard while proactively identifying support needs and mitigating risks.

• Driving internal change by identifying and addressing customer pain points, acting as the escalation point for operational challenges.

• Equipping providers with the knowledge and tools to navigate admissions, maximise value from capitation fee services, and access additional paid support where beneficial.

• Understanding providers’ strategic planning for policies and processes around domestic and international admissions, recruitment, and widening access, ensuring effective onboarding and data management and connecting customers to Customer Success colleagues.

Key accountabilities:

• Build and maintain strong relationships with Admissions and other key teams (e.g., Planning, Registry) in Higher Education Providers (HEPs) to support escalations, engagement, and admissions-related insights.

• Act as a trusted advisor to admissions colleagues, fostering open and constructive discussions.

• Deliver presentations and sessions at UCAS events, such as regional forums, policy groups, and webinars, to inform and consult with HEPs.

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

• Educated to degree level or equivalent, or to have substantial relevant experience.

• Experience of management of UK Higher Education Admissions, for example within a Higher Education Provider or a related sector organization, where an in-depth understanding of the UK HE admissions landscape and processes is required.

• Experience and knowledge of developing and maintaining B2B relationships and providing excellent customer experience.

• Excellent organisational and communication skills including the ability to confidently present to a wide range of people.           

• Excellent influencing and networking skills with an ability to work effectively across organisations whilst establishing and maintaining excellent working relationships.

• Flexible and able to prioritise conflicting, challenging and changing demands with a willingness to take responsibility for owning and resolving problems.

• Ability to build and maintain strong relationships with key stakeholders.

• Strong experience of managing without authority and the ability to lead and influence others outside of their direct team, working within a matrix structure.

• Able to visit customers across the UK - Travel may be local or UK wide with overnight stays.

Due to the nature of this role, the post holder / successful applicant will be required to undergo a Basic Disclosure and Barring Service DBS check. This is to verify any unspent convictions in line with our Safeguarding and Code of Conduct policies.

Salary – up to £55,000

• 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 free gym, subsidised 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.

Studies have shown that some groups of people are less likely to apply to a role unless they tick every box. At UCAS we recognise that talent comes in various forms and we are committed to delivering a fair and equitable recruitment process where applicants have an equal opportunity to demonstrate their skills. So, if you are interested in this vacancy, but don't necessarily meet every single point on the job description, please still apply. 

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.