Job purpose: The purpose of this role is to ensure the success and satisfaction of international advisers who use UCAS services to support students entering UK higher education. The successful candidate will focus on improving the customer journey for international advisers, engaging with networks of customers, and strengthening the relationship between UCAS and international advisers.
Key accountabilities:
– Represent the voice of international advisers and registered centres across all admissions processes and operational activities.
– Use insights and evidence from the Insights team to prioritize and implement actions that improve the customer experience for international customers.
– Support the International Advisory Group and collaborate with business stakeholders.
– Advocate for a customer-centric approach across all projects, working with the Digital Delivery BU and Lead Product Manager.
– Conduct regular audit reports to ensure compliance with UCAS business rules by advisers from international registered centres.
– Ensure effective customer communication and compliance with business rules in collaboration with relevant UCAS departments.
– Address customer pain points and improve customer satisfaction through efficient operational practices.
– Utilize insights on international advisers to address areas of dissatisfaction and improve the customer journey.
– Develop operational guidance, training materials, and proactive communications for international advisers, registered centres, and students.
– Support the onboarding journey for registered centres.
– Assist the Customer Success Team with customer escalations related to international queries.
– Provide updates and presentations to internal and external customer groups on admissions activities.
– Work with the Customer Insights Team and Customer Success Directors to inform improvement strategies for admissions processes and products.
– Develop and execute a strategy to increase the number of international advisers using UCAS products and services.
– Maintain a thorough knowledge of UCAS products and services for international customers.
Skills, qualifications, and experience:
– Experience collaborating with multi-disciplinary teams and managing changing priorities.
– Ability to interpret insights and trends and translate them into action plans.
– Strong analytical and communication skills to address complex issues and make recommendations.
– Highly organized and self-motivated with the ability to work independently.
– Emotionally intelligent with the ability to work with diverse individuals and situations.
– Detailed knowledge of the UK higher education landscape, admissions, and recruitment practices.
– Experience working with international schools, agents, or independent advisers is desirable.
– Experience in international recruitment and admissions is desirable.
– Problem-solving skills to address inquiries from internal and external customers.
– Curiosity and willingness to understand customer processes.
– Willingness to travel nationally and internationally as needed