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. 
 

Led by Dave Penney, Chief Communications and Marketing Officer. This broad business unit and incorporates the following functions:  
•  UCAS Media education and industry Sales   
•  Education and Industry Marketing  
•  Digital Marketing Operations  
•  Events  
•  Partnerships  
•  Apprenticeships  
•  Public Affairs, Press and Communications  
•  Insights 

The business unit is set up to deliver against the objectives of UCAS charity and operate UCAS Media (UCAS’s commercial subsidiary) to help fund UCAS’s charitable operations. For the charity, our objective is to provide everyone with the information, advice and guidance they need to make informed decisions on their next steps. We deliver on this via our media ecosystem which consists of information, advice and guidance on ucas.com, our social media feeds across various channels, email, live events and webinars. 

For UCAS Media, our business objective is to generate revenue through paid collaborations with higher education providers who wish to improve their position in the market, and commercial brands who want to reach students. All brands wishing to use our media ecosystem and insight services must align with our framework. All profits generated are gift aided to UCAS the charity and in turn fund the charitable objectives, such as our recent announcement that students in receipt of free school meals will no longer need to pay the UCAS application fee.   

To support, connect and deliver services to internal stakeholders & Commercial Clients via a responsive, personable, and knowledge driven approach, resulting in an efficient, streamlined, end-to-end journey to enrich student life choices. Act as an operational subject matter expert for internal teams including inputting into planning and delivery of training, and supporting other projects to improve customer experience, and deputizing for the Customer Success Team Manager where necessary.

Key accountabilities:

• Responsible for the delivery of exemplary customer service, always.
• Responsible for ensuring both yourself and team members have the required training and guidance to support customers, working with the Client Services Team Manager to identify how this can be delivered.
• Responsible for finding opportunities to improve process efficiency or enhance customer experience resulting in reduced customer effort when dealing with UCAS.
• Provide oversight of team workload, capacity, and resource allocation, ensuring activity is prioritised appropriately and distributed equally to support operational performance, colleague wellbeing, and the successful delivery of customer commitments.
• Joining customer and internal meetings where appropriate to support the Client Services Team Manager or other business owners to act as a customer Subject Matter Expert.

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

• GCSE/equivalent Mathematics and English
• Evidence of good literacy and numeracy skills that can be translated into business use
• Significant customer service experience is essential
• Proven understanding of resource allocation and management to manage staffing levels
• Evidence of coaching junior members of the team to share knowledge and up-skill
• Proven experience of complaint resolution within a customer service environment
• Ability to use a problem-solving approach to respond appropriately to a wide range of enquiries from both internal and external customers
• Able to manage changing priorities and support team members focus
• Good communication skills

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. 

Salary – up to £30,000

• 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