The Annual Conference for Teachers and Advisers 2018

Kate Butland is the Head of Customer Strategy at UCAS, and leads two teams, one which has responsibility for identifying and making best use of market intelligence and customer insight to drive UCAS’ current portfolio of products, and the other, which is responsible for developing both market and product strategy for of all UCAS’ products and services.

Previously, Kate was head of UCAS’ Customer Service Unit. Within this role, Kate oversaw the implementation of various customer service programmes which were recognised nationally, winning a National Training Award, and receiving highly commended in the National Customer Service Awards. Kate was also responsible for the introduction of the dedicated HEI and Schools and College Team, which was recognised for its achievement by receiving highly commended awards at the South West Contact Centre Forum, European Call Centre Awards, and the Contact Centre Association awards.