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.

To coordinate projects and initiatives within Customer Contact, ensuring successful delivery of resourcing plans across the year, in standard and peak periods. This role must effectively manage stakeholders at all levels, deliver the strategic vision for Customer Contact, support to wider business, and drive optimisation of resource and technology.  

Working closely with the wider Customer Contact management team, this role will support the continual evolution of the resource portfolio that Customer Contact supports and drive efficiencies throughout. The role will be a critical enabler to optimise different strands of work coupled with technical enablement of existing and/or new services. 

Key Accountabilities:

• Drive the successful execution of strategic business plans during operational peaks by coordinating staff, and managing mini-projects that ensure optimal performance across customer contact channels. 

• Coordinate engagement initiatives for peak staffing requirements by spearheading Project Octopus and internal staff volunteering efforts, ensuring workforce readiness during high-demand periods. 

• Support the management and optimisation of Customer Contact resource planning technology (CXone and Calabrio), ensuring systems are effectively supporting resourcing needs and operational objectives, in collaboration with Resource Planning Analyst roles. 
  
  

For full job description, please see role profile attached.

• Demonstrable experience in a relevant discipline, planning, resourcing or logistics

• Excellent verbal and written communication skills.

• Experience in resource planning within a contact centre environment.

• A high level of numeracy.

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

• Excellent attention to detail.

• Proactive approach to change.

• Confident and highly organised multitasker and self-starter who can work unsupervised.

• Experience of managing projects (desired)

• Understanding of UK Higher Education Admissions (desired).

• Flexible approach to working patterns to meet business needs.

• Knowledge of Calabrio WFM, Salesforce CRM, CXone reporting, Sentiment reporting and PowerBi would be an advantage. 

Salary - up to £28,000

• 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 think you have what it takes, 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.