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 support the Business Readiness and Learning Management System (LMS) Lead in all aspects of LMS operation and digital learning delivery, to include:

• Developing good practice for UCAS in the implementation of digital learning interventions that are appropriate for the audience and keep abreast of current best practice and standards in digital delivery,

• Providing excellent learning opportunities through digital experiences to the full range of UCAS’ customers and internal staff,

• Assisting in the creation of presentations and digital content through peer reviews, research and recording,

• Promoting a culture of readiness, trust and quality across all customer groups under the direction of the
  Business Readiness and LMS Lead.

Key accountabilities:

• Accommodate varied learning modes and ensure that modules and courses are accessible to all learners.

• Resolve customer queries regarding the learning platform(s) with accurate and relevant information and signposting; and where necessary follow the appropriate escalation process.

• Make decisions on the appropriate course of action regarding contacts made with potential and existing
  customers.

• Support the reporting functionality of the learning platform(s), both for course completion and engagement intelligence, and for feedback from customers.

For full job description, please see role profile attached.

Essential

• Willingness to learn and use a variety of technologies which support online and in-person learning, e.g.
  Moodle, Articulate Storyline, Articulate Rise, Adobe Premier Pro.

• Proven ability to quickly adapt to the use of new digital technologies and gain understanding of changing business processes.

• Proven experience of working with colleagues internally and externally and maintaining productive and professional relationships.

• Proven experience of planning and managing projects and working to deadlines to balance competing demands.

• Demonstrates an exceptional level of customer understanding and engagement and delivers the highest standards of customer service.

• Demonstrates excellence in written, oral and presentational delivery, shows attention to detail, accuracy and timeliness.

• Ability to deliver confidently to multiple/varying stakeholder groups and be an ambassador for UCAS by living the UCAS values.

•  Possess a consultative attitude and pro-active in communicating ideas.

• A strong team player but equally able to operate independently, with experience of both working
  collaboratively to get things done and of working independently and as self-directed.

Desirable

• Proven experience of working in an agile design and development environment.

• Demonstrates an awareness and advocacy of accessibility related to learning environments and confidence

• in challenging briefs that do not align with Web Content Accessibility Guidelines (WCAG)

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