UCAS Conference 2025 - Shaping UCAS' Next Chapter

Sunil has worked in the UCAS Customer Experience Centre since 2011 – initially starting as a temp to help over their peak Clearing period, moving to a number of different roles over that time and now manages the department.

He has helped lead a large amount of transformation over this time, especially with the improvement and resilience of UCAS services and experience over their key Confirmation & Clearing period in the summer, when the majority of students receive their exam results. Having previously managed a successful relationship with an Outsource Partner to now delivering a full in-house strategy, with support from business-wide volunteers. He has help to embed the Contact Centre at the heart of the organisation, using customer insight and empowered agents to drive positive change.