Adviser Suport Officer

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

The Customer Operations business unit at UCAS was formed to deliver and enhance the support and product & services provided to students, advisers, providers and other stakeholders involved in the higher education admissions process.

This department focuses on improving the efficiency and effectiveness of customer interactions, ensuring that applicants and the providers they consider, and apply to, receive timely and accurate information, assistance, and guidance throughout the application cycle.

It’s also the unit where we anticipate, respond to and define customer change to ensure UCAS can meet the needs of its customers and stakeholders going forward. Working in cross-company multi-disciplinary teams comprising; Customer Service and Relationships, Product Management, International, Policy, Admissions Reform and Fair Access.

Contractual Hours

35.00

About the role

The Adviser Support Officer will be responsible for providing high-quality support including the administration and co-ordinations of activities and schedules for external engagement with schools, colleges and UCAS registered Centres; to include managing internal booking systems, customer communication, and supporting the maintenance

of accurate and up-to-date contact records.

The role requires strong organisational skills, attention to detail, and effective communication abilities. Ideally with Microsoft office suite and CRM.

Ky Accountabilities

• Contact and CRM Management - Support in maintaining up to date and accurate contact details for schools, colleges, and other UCAS
• registered centres.
• External Engagement Coordination support - Assist in the coordination and scheduling of external engagements with schools, colleges, and registered
• centres, including meetings, training sessions, presentations, and events
• Communication and Customer Interaction - Respond promptly and professionally to customer queries across various channels, including email, phone,
• and online platforms
• Cross-Functional Support - Provide occasional support to other teams across the organisation, including help with events, conferences,
• forums, and special projects

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

*Interviews will be held on the 28th and 29th July onsite*

Skills, qualifications, and experience

Essential:

• Proven administrative experience
• Excellent organisational and multitasking abilities with a high attention to detail.
• Strong written and verbal communication skills.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Experience in customer onboarding or customer success support
• Knowledge or experience of CRM platforms such as Salesforce

Desirable :

• Experience in customer onboarding or customer success support.
• Knowledge or experience of CRM platforms such as Salesforce.
• Customer service experience, particularly in managing bookings or service delivery.
• Experience supporting outreach activities, events, or external engagement programmes.
• Familiarity with reporting and analytics tools or dashboards

Package :

Salary £23,500 to £25,000

• 30 days annual leave (plus 3 concessionary days over Christmas and your bank holidays
• Flexibility – UCAS positively support 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 cafe
• 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

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 [email protected] and one of us will be in touch.