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 by offering clear, efficient, accurate, and emotionally aware information to support customers through the appropriate contact channel to meet their needs. It also involves supporting 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, escalating issues and incidents to ensure swift resolution for the customer.

• Responsible for resolving B2B customer enquiries and first-level complaints using effective customer service skills, scheme, and product knowledge, adhering to quality standards.
• Responsible for delivering exemplary customer service at all times and accurately recording customer queries across all channels.
• Responsible for keeping all admissions scheme/technical knowledge up to date through attendance and proactive participation in training and briefings.

For full job description, please see the attached role profile.

Skills, qualifications, and experience

• Previous customer service experience is strongly desirable.
• Excellent communication skills via telephone, email, and face-to-face.
• Strong administration and customer support skills.
• Strong organisational and methodological approach.
• Experience using CRM, customer databases, and maintaining customer records.
• Effective planning, coordination, and time management skills.
• Good working knowledge of Microsoft Office programs.
• 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 bank holidays.
• Flexible working – UCAS supports hybrid working, allowing employees to work between home and the office.
• High street discounts and offers with Perkbox.
• Internal training and development opportunities.
• Subsidised gym and café.
• Recognition schemes including ex-gratia bonus and quarterly employee recognition.
• Employee networks promoting wellbeing, awareness, and inclusion.