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- Tasks: Provide top-notch customer service by managing inbound calls and resolving student enquiries.
- Company: Join a dynamic higher education provider with a commitment to changing lives through education.
- Benefits: Enjoy 25 days annual leave, tuition reimbursement, and a vibrant workplace culture.
- Other info: Flexible working hours and opportunities for career growth in a supportive environment.
- Why this job: Make a real impact in students' lives while developing your communication and problem-solving skills.
- Qualifications: Strong communication skills and experience in customer service are essential.
The predicted salary is between 30000 - 40000 ÂŁ per year.
Department: Customer Services
Location: Greenford
Type of Contract: Permanent - Full Time
About Us: GBS is a higher education provider offering a range of sector-relevant courses across ten campuses in London, Birmingham, Leeds and Manchester. Working in partnership with several of the UK’s leading higher education providers, we deliver vocational, undergraduate and postgraduate programmes in finance, accounting, business, construction, tourism, healthcare – and more.
Our Vision: Changing Lives through Education
The Role: The Customer Services (Telephony) Officer is to provide a highly professional efficient customer service by answering and managing inbound calls promptly and efficiently, ensuring the resolution of customers' (student) enquiries. The role holder is required to identify the caller’s requirements, and where possible, resolve the caller’s enquiry at the first point of contact. In more complex scenarios, the officer will progress the enquiry using our internal ticketing and wider internal colleague collaboration. The Customer Services (Telephony) Officer is required to manage calls professionally and provide accurate information to our customers while projecting the Company’s image in a courteous and helpful manner. This role is not eligible for visa sponsorship!
What the role involves:
- Handling inbound and outbound queries from multiple channels, including telephone and email, across all UK offices.
- To operate on a “First Time Fix” ethos, resolving the students’ enquiries at first point of contact, and for more complex enquiries, manage these effectively through our SysAid student service portal.
- Providing a high quality student service offering, conducting all activities within operational SLAs.
- Supporting and working in collaboration with the wider Customer Services team, with tasks and carrying out ad-hoc requests and projects that are in line with your skill and capability.
- Applying sensitivity and discretion when dealing with confidential information and confidently referring more complex issues to specialist staff.
- Working flexibly as part of the wider Customer Services team and being available for occasional evening and weekend work, as required.
About You:
- Effective communicator, demonstrating empathy and clarity in both phone and written interactions, ensuring all voices are heard and respected.
- Exceptional interpersonal skills, including active listening and strong oral and written communication, with the ability to engage effectively with students and staff from culturally and linguistically diverse backgrounds.
- Experience in customer-facing environments, with a commitment to delivering inclusive, first-class service to all individuals.
- Proven ability to work collaboratively and positively with others, demonstrating strong problem-solving skills and the ability to analyse, follow up, and resolve issues in a timely manner.
- Ability to quickly and accurately process information, even under time constraints, while maintaining high standards of accuracy.
- Strong organisational skills, adept at managing tasks, priorities, and time effectively to meet diverse needs.
- Proficient in all Microsoft Office applications, ensuring efficient use of technology in everyday tasks.
- Ability to thrive in a fast-paced environment, adapting to changing priorities and demands.
- Experience with telephony and ticketing systems, ensuring seamless and responsive customer service.
- Proactive in taking initiative and ownership, driving tasks to completion with a focus on positive outcomes.
- Skilled at working towards set Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), consistently delivering results that align with organisational goals.
Standard benefits of employment at GBS include:
- 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 with NEST
- Tuition reimbursement for career development courses
- Cycle to Work scheme.
- Access to GBS “Life” - discounts platform, wellbeing centre and much more
- Reward and recognition programme
- ÂŁ500 award employee referral scheme
- Discretionary annual performance bonus
- Specsavers eye care vouchers
- Access to a TOTUM discount card and eligibility for a Costco membership
GBS is a dynamic and fast-growing Higher Education provider with campuses across the UK. We are a vibrant and diverse family of committed staff bringing life-changing learning to a wider range of communities. We take an inclusive approach to recruiting students, with an aim to widening access to higher education among groups currently under-represented in the sector. We believe that education is transformational and can make a fundamental difference to the individuals and communities we serve.
If you're looking to make a real difference with your next career move, why not join us.
Customer Service Officer (Telephony) - Greenford (Clerkenwell) employer: GBS UK
Contact Detail:
GBS UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Officer (Telephony) - Greenford (Clerkenwell)
✨Tip Number 1
Get to know the company inside out! Research GBS and its values, especially their commitment to changing lives through education. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your phone skills! Since this role is all about handling calls, try role-playing with a friend or family member. Focus on being clear, empathetic, and efficient in your responses, just like you would with students at GBS.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experiences where you resolved issues quickly and effectively. This will demonstrate your ability to thrive in a fast-paced environment, which is key for this role.
✨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 proactive and keen to join the GBS family. Good luck!
We think you need these skills to ace Customer Service Officer (Telephony) - Greenford (Clerkenwell)
Some tips for your application 🫡
Show Your Customer Service Skills: When writing your application, make sure to highlight your experience in customer service. We want to see how you've effectively communicated and resolved issues in the past, especially in a fast-paced environment like ours.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language that reflects your ability to communicate effectively, just like you would when handling calls with our students.
Tailor Your Application: Make sure to customise your application for the Customer Service Officer role. Mention specific skills and experiences that align with the job description, showing us why you're the perfect fit for our team.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently, so we can start the process of getting to know you better!
How to prepare for a job interview at GBS UK
✨Know the Company Inside Out
Before your interview, take some time to research GBS thoroughly. Understand their mission, values, and the courses they offer. This will not only help you answer questions more effectively but also show your genuine interest in the role and the organisation.
✨Practice Active Listening
As a Customer Service Officer, effective communication is key. During the interview, practice active listening by summarising what the interviewer says before responding. This demonstrates your ability to engage and understand customer needs, which is crucial for the role.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've successfully resolved customer issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your responses. This will highlight your problem-solving abilities and your commitment to providing first-class service.
✨Be Ready for Role-Play Scenarios
Expect to encounter role-play scenarios during the interview where you may need to handle a mock customer call. Stay calm, demonstrate empathy, and focus on resolving the issue efficiently. This will showcase your telephony skills and your ability to manage customer enquiries effectively.