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- Tasks: Lead a team to enhance student services and ensure top-notch support.
- Company: Join a forward-thinking organisation dedicated to transforming lives through education.
- Benefits: Enjoy 25 days annual 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 skills, and a knack for problem-solving.
- Other info: Dynamic role with opportunities for growth and a supportive work environment.
The predicted salary is between 30000 - 40000 £ per year.
Department: Customer Services
Location: Manchester
Type of Contract: Permanent / Full Time
Our Vision: Changing Lives through Education
This role is not eligible for visa sponsorship!
What the Role Involves:
- To be an ambassador in GBS, creating and driving a positive student centric focus across all facets of the operations.
- Being the internal voice for the student.
- Ensuring all CSO’s 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 SOP’s 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
- 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
Senior Customer Service Officer - Manchester employer: Description This
Contact Detail:
Description This Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Service Officer - Manchester
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. This can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by researching the company culture and values. We want to see how you align with our vision of changing lives through education, so be ready to share your thoughts!
✨Tip Number 3
Practice your communication skills! As a Senior Customer Service Officer, you'll need to engage effectively with students and staff. Role-play common scenarios to boost your confidence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Senior Customer Service Officer - Manchester
Some tips for your application 🫡
Show Your Passion for Education: When writing your application, let your enthusiasm for education shine through! We want to see how you can contribute to our vision of changing lives through education. Share any relevant experiences that highlight your commitment to student success.
Tailor Your Application: Make sure to customise your application to fit the Senior Customer Service Officer role. Highlight your skills in communication and problem-solving, and give examples of how you've successfully managed customer service processes in the past. We love seeing how you align with our values!
Be Clear and Concise: Keep your written application clear and to the point. Use straightforward language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications and experience at a glance.
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 gives you a chance to explore more about what we do at StudySmarter!
How to prepare for a job interview at Description This
✨Know Your Role Inside Out
Before the interview, make sure you thoroughly understand the Senior Customer Service Officer role. Familiarise yourself with the key responsibilities, such as managing SysAid tickets and ensuring a student-centric focus. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
Since this role requires exceptional interpersonal skills, prepare to discuss examples of how you've effectively communicated with diverse groups. Think about specific situations where your communication made a difference, whether it was resolving a conflict or providing support to students.
✨Highlight Your Problem-Solving Abilities
Be ready to share instances where you've successfully tackled challenges in a customer service environment. Use the STAR method (Situation, Task, Action, Result) to structure your answers, focusing on how you analysed issues and implemented effective solutions.
✨Demonstrate Your Organisational Skills
The ability to prioritise tasks and manage workloads is crucial for this role. Prepare to discuss how you stay organised, meet deadlines, and ensure accuracy in your work. You might even want to bring along examples of how you've improved processes in previous roles.