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- Tasks: Lead a team to resolve student enquiries and enhance their experience at GBS.
- Company: Join a dynamic educational institution focused on changing lives through education.
- Benefits: Enjoy 25 days leave, flexible benefits, and a performance bonus.
- Why this job: Make a real difference in students' lives while developing your career.
- Qualifications: Degree or equivalent, strong communication, and problem-solving skills required.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
The predicted salary is between 35000 - 39500 £ per year.
Department: Customer Services
Location: Birmingham
Type of Contract: Permanent / Full Time
Salary: £35,000-£39,500
Our Vision: Changing Lives through Education
The Role: The Senior Customer Service Officer is responsible for overseeing and ensuring the smooth resolution of student enquiries and our customers’ problems from start-to-finish so that they can get back to enjoying their experience at GBS as quickly and effortlessly as possible. This includes managing a small number of Customer Services Officers based at designated campuses. The role holder will also be involved in student enquiries directly, and will be supporting the Head of Customer Services with operational team related activities. GBS has implemented several key systems across the whole organisation whilst also implementing several new procedures across the Operations Function. These ensure GBS provides an optimal customer (student) experience. By utilising these systems, the Senior Customer Support Officer will ensure they and other CSOs provide customers with support, advice and the peace of mind that their current issue is resolved.
What the Role Involves:
- To be an ambassador in GBS, in creating and driving a positive student centric focus across all facets of the operations.
- Being the internal voice for the student.
- Ensuring all CSOs that report into the role holder are correctly trained and can administer all Customer Services processes and procedures, timely and accurately.
- To update the Head of Customer services on the teams performance, regarding active tickets, challenges, trends, concerns, to gain support and direction, where necessary.
- Assignment and Management of SysAid tickets across the team.
- Effectively participate and encourage within the Customer Services continuous improvements across the department in terms of both Processes and Systems (SysAid).
- Support the documentation and updates of CS Processes and SOPs within the team.
- To be a champion of Quality, ensuring the team maintain a quality Campus experience through the delivery of a highly student-focused administrative support service.
- To be a champion of the Student experience, ensuring the team provide a high quality student administration and 'one-stop shop' student advice service on Campus in collaboration with other teams such as SST, Registry, LRT, Student IT Support, Career Guidance, Facilities Welfare and Student Finance.
- Ensure the team apply sensitivity and discretion when dealing with confidential information and confidently refer more complex issues to specialist staff.
- Work flexibly as part of the Customer Services Team and be available for rota based work, workdays, evening and weekends as required.
About You:
- Degree or equivalent qualification, demonstrating a solid foundation in relevant academic or professional areas.
- Exceptional interpersonal, oral, and written communication skills, with the ability to engage effectively with students and staff from culturally and linguistically diverse backgrounds.
- Strong written communication skills, including a professional and inclusive telephone manner.
- Proven ability to prioritise tasks and manage workloads effectively to meet deadlines and organisational goals.
- Meticulous attention to detail, ensuring accuracy and thoroughness in all tasks and responsibilities.
- Strong organisational and administrative skills, contributing to efficient and effective operations.
- Skilled in problem-solving, with the ability to analyse issues, follow up, and implement effective resolutions.
- Proficient in Microsoft systems and general IT applications, with a demonstrated ability to leverage technology to support diverse needs.
- Capable of working towards established Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), consistently delivering high-quality results.
What We Offer:
- 25 days annual leave, plus 8 public holidays
- 1-day extra leave per year of service, up to a maximum of 5 days
- Workplace pension scheme
- Tuition reimbursement for career development courses
- Flexible Benefits: Cycle to Work, Workplace Nursery, Techscheme and much more
- Perks@Work discounts platform, wellbeing centre and much more
- Reward and recognition programme
- £500 award employee referral scheme
- Discretionary annual performance bonus
GBS is committed to equality, diversity, and inclusion and providing a workplace free from discrimination or harassment. We welcome applications from all backgrounds and communities. We take our core values seriously and work hard to create an environment where everyone feels welcomed.
Senior Customer Service Officer - Birmingham employer: Description This
Contact Detail:
Description This Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Service Officer - Birmingham
✨Tip Number 1
Network like a pro! Reach out to current or former employees at GBS on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service. Think about how you’d handle tricky situations and be ready to share your experiences. We want to see your problem-solving skills in action!
✨Tip Number 3
Show off your passion for education and customer service during interviews. Talk about why you care about student experiences and how you can contribute to making them better. We love candidates who align with our vision!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the GBS team!
We think you need these skills to ace Senior Customer Service Officer - Birmingham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Customer Service Officer role. Highlight your relevant experience in customer service and any leadership roles you've had, as we want to see how you can bring your unique skills to our team.
Showcase Your Communication Skills: Since this role requires exceptional written communication, be sure to demonstrate your ability to engage effectively with diverse audiences. Use clear and concise language in your application to reflect your strong communication skills.
Highlight Problem-Solving Abilities: We love candidates who can think on their feet! Share examples of how you've successfully resolved customer issues in the past. This will show us that you have the problem-solving skills we need to enhance the student experience.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at Description This
✨Know Your Stuff
Before the interview, make sure you understand GBS's mission and values. Familiarise yourself with their customer service approach and how they handle student enquiries. This will help you demonstrate your alignment with their vision of changing lives through education.
✨Showcase Your Skills
Prepare to discuss specific examples from your past experiences that highlight your exceptional interpersonal and problem-solving skills. Think about times when you successfully resolved a complex issue or improved a process, as these are key aspects of the Senior Customer Service Officer role.
✨Ask Insightful Questions
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, the systems in place, and how success is measured in the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
✨Be Yourself
While professionalism is important, don’t forget to let your personality shine through. GBS values diversity and inclusion, so being authentic can help you connect better with the interviewers and demonstrate that you would be a great cultural fit for the team.