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The Customer Experience Partner provides clear, efficient, accurate, engaging, and emotionally aware information to our customers, to guide and support them through the appropriate contact channel to meet their needs. They alert team managers to any risks in process or emerging contact trends that may impact the core service offering of the business, or core UCAS products. Key accountabilities: Responsible for the resolution of customer enquiries and first level complaints within the metrics set out by the quality of service framework. Responsible for the delivery of exemplary customer experience at all times and the customer perceptions of UCAS at the conclusion of each contact/interaction, regardless of channel. Accountable for keeping all admissions scheme/cycle product/technical and system knowledge up-to- date through attendance and proactive participation in appropriate training, briefings, etc. Responsible for feeding into customer experience innovations that improve or enhance the customer experience. Acting as an ambassador for UCAS through the positive adoption and display of brand values at all times. Adherence to company policies and admissions procedures at all times. Skills, qualifications and experience: High level of literacy and numeracy. Ability to communicate effectively at all levels. Excellent telephone manner. Previous customer service experience strongly desirable. Strong problem-solving skills. Good working knowledge of Microsoft Office programmes. Salary - £23,050 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 Job Types: Full-time, Permanent Pay: £23,050.00 per year Benefits: Additional leave Bereavement leave Canteen Company pension Cycle to work scheme Discounted or free food Employee discount Enhanced maternity leave Enhanced paternity leave Flexitime Free flu jabs Free parking Health & wellbeing programme On-site gym On-site parking Paid volunteer time Referral programme Sabbatical Sick pay Work from home Work Location: Hybrid remote in Cheltenham GL52 3LZ