Customer Success Adviser

UCAS; Cheltenham; Hybrid; GBP 24,000; Full time

Job summary

UCAS is seeking a Customer Success Adviser to enhance the customer journey for B2B clients. The successful candidate will provide high-quality service, manage enquiries, and support marketing teams, contributing to customer satisfaction and operational success. A fixed-term contract with salary and benefits including hybrid working and training opportunities is offered.

Benefits

30 days annual leave plus 3 concessionary days

Flexible working arrangements

High street discounts via Perkbox

Internal training and development opportunities

Subsidised gym and café

Employee recognition schemes

Well-being and inclusion networks

Qualifications

• Previous customer service experience is strongly desirable.
• Strong administration and customer support skills.
• Good working knowledge of Microsoft Office programs.

Responsibilities

• Resolving B2B customer enquiries and first-level complaints.
• Delivering exemplary customer service and recording queries.
• Maintaining admissions scheme/technical knowledge through training.

Skills

Customer service experience

Communication skills

Administration and customer support skills

Organisational skills

Planning and time management

Knowledge of UCAS products

Effective CRM usage

Knowledge of Microsoft Office

Job description

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.