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.

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.

Support the Customer Experience Centre (CXC) and Customer Success Teams (CST) through the provision of effective and timely support services, including demand forecasts, schedules, and systems administration – to optimise resource and enhance service experience.

Support customer experience through in-depth analysis and insight into customer behaviour  across and within channels, influencing enhancements to the learner journey.

Key accountabilities:

• Produce detailed resource analysis to enhance fiscal controls and operational efficiency, both in-house and
  through outsource and third-party relationships.

• Produce accurate forecasts and resource plans for CXC, to ensure resources both on-site and through
  outsource partner are maximised for KPI/SLA delivery and efficiency.

• Re-forecast staffing requirements, both as necessary and in response to scheme development, product
  launches, or other unexpected changes in predicted volumes, to ensure that operational standards and
  customer service performance is maintained at optimal levels throughout.

• Produce effective staff schedules to match forecasted demand profile – to include offline activities such as
  annual leave, TOIL, training, meetings.

• Analysis of shrinkage (off-phone/out of office time) versus forecast, to inform future planning decisions and ensure resource is fully optimised.

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

• Excellent communication skills at all levels, both verbal and in writing.

• Excellent analytical, problem-solving, and decision-making skills.

• Minimum two years’ experience in a contact centre resource planning environment, including forecasting, scheduling, intraday management, and reporting (Strongly desirable)

• In-depth experience of a WFM system, preferably Teleopti.

• A high level of numeracy.

• Detailed knowledge of Microsoft Excel and other Microsoft Office tools.

• Excellent attention to detail.

• Innovative and proactive approach to change.

• Ability to use own initiative and organise workload effectively.

• Flexible approach to working patterns, to meet business needs.

• Outcome-focused.

12 Month Fixed Term Contract

Salary – up to £37,000

• 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.
   

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 careers@ucas.ac.uk and one of us will be in touch.