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.

This role provides advanced technical expertise and sector insight to strengthen UCAS’ relationships with Higher Education Providers (HEPs) and vendors. Sitting between strategic leadership and operational delivery, it ensures customers can embed and interface with UCAS’ digital developments effectively within their recruitment and admissions processes. The role combines an understanding of UCAS’ technology roadmap with an understanding of customer infrastructures to influence solutions, resolve complex technical challenges, and drive adoption of best practice. It acts as a key escalation point, contributes to multi-disciplinary teams and programmes, and informs service improvements through customer intelligence—helping UCAS deliver a seamless, future-ready technical experience.

• Build and maintain strong technical relationships with HEP customers, aligning UCAS solutions to their needs.

• Act as a trusted advisor with expert knowledge of UCAS schemes, products, systems, and roadmap.

• Support adoption of UCAS digital services and promote best practice in recruitment and admissions processes.

• Collaborate with HEPs, vendors, and internal teams to resolve technical issues effectively.

• Gather and share customer insights to inform product development and service improvements.

• Manage vendor relationships to ensure successful delivery and positive engagement.

• Contribute technical expertise to UCAS programmes, influencing plans through sector knowledge.
  Monitor emerging technical

• Proven ability to communicate complex technical content to technical and non-technical audiences, both informally and through workshops/presentations.

• Strong organisational and communication skills, with confidence presenting to diverse audiences.

• Ability to build productive relationships between service providers and customers at all levels.

• Excellent influencing and networking skills, working effectively across organisations and maintaining strong relationships.

• Flexible, able to prioritise conflicting demands, and willing to take ownership of problem resolution.

• Approachable, adaptable, and capable of working independently or as part of a high-performing team.

• Knowledge of UCAS admissions systems, processes, and cycles.

• Significant experience in developing and maintaining B2B relationships and delivering excellent customer experience.

• Ability to analyse large volumes of management information and identify key issues.
• Degree-level education or equivalent substantial experience.

• Full UK driving licence and willingness to drive company vehicles.

Salary: c£55,000 + benefits 

• Purpose-driven work in a charity-led organisation connecting people to education and opportunity.

• Internal training, mentoring, and access to industry-recognised certifications through our development academies.

• Hybrid working model built on trust and flexibility, with a 35-hour week and flexible contracts.

• 30 days annual leave, 3 concessionary days over Christmas, bank holidays, and the option to purchase additional leave.

• Everyday wellbeing support through Perkbox, offering discounts and wellness tools.

• Onsite facilities including a subsidised gym, café, and free parking at our Cheltenham office
  Inclusive culture supported by employee networks, wellbeing champions, and Mental Health First Aiders.

• Recognition and reward through our quarterly employee scheme and an ex-gratia bonus for going above and beyond.
  
  
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