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.

The Service Delivery Officer supports the successful delivery of our key admissions schemes and business operations,
providing support for internal and/or external customers and key operational activities.

This role facilitates and maintains the efficient and effective provision of services to our customers, namely
applicants, advisers, providers and internal colleagues.
The post holder is responsible for providing escalated resolution for customers, management of internal and
external enquiries and delivering expected levels of service. The Service Delivery Officer actively contributes to risk
identification and management with the Customer Operations Business Unit and is empowered to identify and
progress service and process improvements and business efficiencies.

The postholder can be expected to contribute to the successful delivery of activities across the entire Customer
Operations Business Unit, however, they will be primarily based in the Data Quality and Audit team.

For full job description, please see role profile attached.

• A positive attitude and proactive and professional approach to work.

• Good working knowledge of Microsoft Word, Excel, SharePoint and Salesforce.

• Excellent communication (including negotiation), presentation, and interpersonal skills.

• High level of attention to detail and accuracy is essential.

• Ability to act as part of a team to achieve targets and deadlines and be flexible in approach to change.

• Able to take the initiative within the team and recognise the needs of others and their varying workloads.

• Ability to use initiative to resolve queries and provide solutions to identified problems.

• Analytical and problem-solving skills.

• Able to prioritise and organise large volumes of work and work extra hours, often at short notice.

• Previous customer service experience strongly desirable.

• Relevant experience in or knowledge of the Education sector and current issues within it (desirable).

Salary - up to £25,000

• 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