Customer Success Adviser

1 week ago

Cheltenham, Gloucestershire, United Kingdom UCAS Full time

General information:

Reference :001170

Publication start date :31/03/2023

Post Description:

Customer Success Adviser

Vacancy location:

Location:

South West, Gloucestershire, Rosehill - Hybrid

Vacancy details:

Job Profile:

Digital Delivery - Customer Success Team

Title:

Customer Success Adviser

Contract Type:

Full Time

About us:

About UCAS:

UCAS is at the heart of connecting people to higher education.

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:


The
Digital Delivery business unit runs UCAS' day-to-day frontline services, digital products and technical infrastructure for all customers, including applicants and providers.

The unit is also responsible for developing and improving customer-centric products in close collaboration with UCAS' product function.


Services to customers include the Customer Experience Centre, providing comprehensive high quality services to support applicants in their journey into university and other higher education provision.

Digital Delivery is responsible for running UCAS' Confirmation and Clearing service, and logistics related to key deadlines in the cycle.


Working in cross-company multi-disciplinary teams comprising customer insight, product managers, architects, developers, testers, and data scientists, the Digital Delivery business unit ensures that UCAS is a customer-centric, product-focused digital business, connecting students with their next opportunity.


About the role:

Contractual Hours:

flexible working

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.


Key accountabilities:

  • 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.
  • Responsible for finding opportunities to improve process efficiency or enhance the customer experience resulting in reduced customer effort when dealing with UCAS.
For full responsibilities, please refer to role profile attached

Skills, qualifications, and experience:

  • Previous customer service experience, strongly desirable.
  • 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, coordination, 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 - £22,500 per year - 12 month FTC

  • 30 days annual leave (pro rata for part time) (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 exgratia bonus scheme and Celebrating U, our quarterly employee recognition scheme

Working Arrangements:

Is fully remote working an option?:
No

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