General information
Reference
001931Publication start date
18/06/2025Post Description
Customer Success Adviser
Closing date
16/06/2025
Vacancy location
Location
South West, Gloucestershire, Rosehill - Hybrid
Vacancy details
Job Profile
Communications and Marketing - Digital Marketing
Title
Customer Success Adviser
Contract Type
Full Time
About us
About UCAS
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.
Business Unit description
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.
About the role
Contractual Hours
35.00
About the role
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.
Package
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
Working Arrangements
Is fully remote working an option?
No
