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Client Support Advisor

Cheltenham

Full-time, fixed term contract until August 2014

Salary: £18,000 - £25,000 (dependent on experience)

Overview

UCAS Progress is a relatively new division of UCAS, established in 2010 supporting young people aged 15 and 16 in making their post-16 choices. This includes searching and applying to schools, academies, colleges and work-based learning providers. As part of the Support Team you will be playing a crucial role in supporting local authorities, providers, young people and parents as they make this key transition. With a strong background in customer service and technical enquiries management, you will strive to deliver the highest standards of customer service.

Role purpose:

  • To undertake first and second line client and product support services.
  • To investigate, analyse, record and monitor product issues and change requests, ensuring the customer is always communicated to throughout the process.
  • To proactively engage with customers ensuring key stages of the academic year are fulfilled and time is effectively managed for peak periods.
  • To support the data collection ensuring high quality information is presented to product users.
  • To support the fulfillment of the UCAS Progress communication channels to a range of audiences using social media, telephone and email.
  • To work in an Agile product development environment ensuring that requirements are clearly identified, documented and communicated.

Role responsibilities:

  • Ownership of customer enquiries and issues from reporting to resolution.
  • Management of day-to-day technical and support enquiries from local authorities, schools, academies, colleges and work-based learning providers taking first and second line support calls and emails.
  • Monitor and respond to student and parent enquiries via social media channels, telephone and email.
  • Actively work with the Technical and Client Manager, product development team and wider team ensuring enquiries are appropriately reported, monitored, escalated and communicated working to reduce low and no value calls
  • Lead by the Technical and Client Manager, proactively support clients in high quality data collection ensuring timely updating in line with the annual application cycle
  • Deliver high standards of customer service, ensuring the customer's expectations are managed, customer requirements are clearly understood and appropriate levels of communication are actioned to meet these high standards.
  • Strong time management skills and workload prioritisation are key to ensuring that work is appropriately managed and customer's needs are met.
  • Utilising Agile product development, work with the UCAS IT development team to support the fulfillment of BAU development activities ensuring customer requirements are at the heart of development.
  • Support the extraction and collation of data to be included in support team reporting and client review meetings ensuring the team are fully aware of emerging issues and themes within individual client areas.

Subject to Enhanced Disclosure and Barring Service (DBS) Clearing

To apply, please send your CV and a covering letter (clearly stating your salary expectations) to jobs@ucas.ac.uk

UCAS values diversity and is committed to equality of opportunity

UCAS does not discriminate on grounds of age, nationality, race, ethnic origin, religion, gender, sexual orientation or disability