Customer Engagement Coordinator

General information

Reference

001735  

Publication start date

23/10/2024

Post Description

Customer Engagement Co-ordinator

Closing date

06/11/2024

Vacancy location

Location

South West, Gloucestershire, Rosehill

Vacancy details

Job Profile

Customer Operations - Customer Experience Centre

Title

Customer Engagement Coordinator

Contract Type

Full Time

About us

About UCAS

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.

Business Unit description

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.

 

About the role

Contractual Hours

35.00

About the role

 

To coordinate, drive, and develop customer engagement activities, including Advisory Groups, supporting Regional Admissions Manager engagements and Regional Adviser Lead engagements, to deliver highly professional, efficient, and customer experience focused services to internal and external stakeholders.

The post holder will act as a corporate ambassador through their engagement and management of external stakeholders, across all levels of seniority. Working with colleagues across UCAS to evolve, understand and strengthen the use of relationships with these key stakeholders. 

 

Key accountabilities:

 

• Leading on the preparation, management, and co-ordination of UCAS Advisory Groups, including:
  • logistical arrangements for meetings, including securing suitable venues and catering, and inviting attendees.
  • rafting and approving meeting agendas, in collaboration with UCAS group owners and external group
    chairs.
  • preparation and co-ordination of submissions, meeting packs or preparatory papers for meetings.
  • managing secretarial support within meetings ensuring high-quality minutes are produced, verified and distributed in line with terms of reference.

 

• Manage the action log, along with feedback that may arise, and sharing with the relevant teams.

 

For full job description, please see role profile attached.

Skills, qualifications, and experience

• Educated to Degree level, or equivalent level of working experience.

• Experience of organising and facilitating high profile meetings or events, ensuring accurate records andactions are documented and shared internally and externally.

• Organised multitasker and self-starter who can work unsupervised, managing both in ernal and external stakeholders.

• • Excellent communication and interpersonal skills with the ability to build effective working relationships and confident working with a range of individuals at various levels.

• Ability to work to tight and sometimes conflicting deadlines.

• Good working knowledge of Microsoft Office, and the use of CRM for managing and reporting on information.

• A working knowledge of UCAS’ different schemes and customers.

• Creative problem-solving skills with a positive and pro-active ‘can-do’ attitude.

Package

Salary - up to £30,000

 

• 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

Working Arrangements

Is fully remote working an option?

No

Attachments

Attachment

Customer Engagement Coordinator RP.pdf (354 Kb) Apply