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- Tasks: Help students solve their problems and enhance their experience at GBS.
- Company: GBS, a leading higher education provider with a focus on student success.
- Benefits: 25 days leave, flexible benefits, tuition reimbursement, and a supportive work environment.
- Other info: Join a diverse team committed to equality and professional growth.
- Why this job: Make a real difference in students' lives while developing your skills in a dynamic team.
- Qualifications: Degree or equivalent, strong communication skills, and problem-solving abilities.
The predicted salary is between 20000 - 25000 £ per year.
Department: Customer Services
Location: Birmingham
Type of Contract: Permanent / Part-time (30 Hours)
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 Service Officer is responsible for solving 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. 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 Customer Support Officer will provide customers with support, advice and the peace of mind that their current issue is resolved. This is a 6 days per week role with shift patterns:
- Monday: 3pm – 8pm
- Tuesday: 3pm – 8pm
- Wednesday: 3pm - 8pm
- Thursday: 3pm – 8pm
- Friday: 4pm - 8pm
- Saturday: 9am - 3pm
- Sunday: OFF
This role is not eligible for visa sponsorship!
What the role involves:
- Providing high quality student administration and 'one-stop shop' student advice service on Campus in collaboration with other operational teams such as Facilities, Welfare and IT.
- Responding to enquiries from students, providing detailed responses to their enquiries about the types of support available.
- Apply sensitivity and discretion when dealing with confidential information and confidently refer more complex issues to specialist staff.
- Respond with speed and accuracy to email, phone, and in-person enquiries.
- Work flexibly as part of the Customer Services Team and be available for occasional evening and weekend work as required.
About You:
- Degree or equivalent qualification, reflecting a strong foundation in relevant academic or professional disciplines.
- 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 abilities, including a professional and inclusive telephone manner.
- Proven ability to prioritise tasks and manage competing work demands to meet deadlines efficiently and effectively.
- Meticulous attention to detail, ensuring accuracy and quality in all administrative tasks.
- Strong organisational and administrative skills, contributing to smooth and efficient operations.
- Excellent problem-solving abilities, with the capacity to analyse issues, follow up, and implement effective resolutions in a timely manner.
- Proficient in Microsoft systems and general IT applications, with the ability to leverage technology to enhance productivity and inclusivity.
- Capable of working to established KPIs and Service Level Agreements, consistently delivering high-quality outcomes.
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.
Customer Service Officer - Birmingham (Aston) employer: GBS UK
Contact Detail:
GBS UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Officer - Birmingham (Aston)
✨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 about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common customer service scenarios. Think about how you'd handle tricky situations and be ready to showcase your problem-solving skills.
✨Tip Number 3
Show off your communication skills! During the interview, make sure to engage with your interviewer. Ask questions and demonstrate your ability to connect with people from diverse backgrounds.
✨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 the GBS team.
We think you need these skills to ace Customer Service Officer - Birmingham (Aston)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Officer role. Highlight your relevant experience and skills that match what we're looking for, like your communication abilities and problem-solving skills.
Showcase Your Interpersonal Skills: Since this role involves engaging with students from diverse backgrounds, let us know about your experience in customer service or any roles where you've had to communicate effectively. We want to see how you connect with people!
Be Detail-Oriented: Pay attention to the details in your application. Ensure there are no typos or errors, as we value meticulousness. This reflects your ability to manage tasks accurately, which is crucial for the role.
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. Plus, it shows you're keen on joining our team at GBS!
How to prepare for a job interview at GBS UK
✨Know Your Stuff
Before the interview, make sure you understand GBS's mission and values. Familiarise yourself with their courses and services, especially those related to customer support. This will help you demonstrate your genuine interest in the role and how you can contribute to enhancing the student experience.
✨Showcase Your Communication Skills
As a Customer Service Officer, strong communication is key. Prepare examples of how you've effectively communicated with diverse groups in the past. Practice articulating your thoughts clearly and confidently, as this will reflect your ability to engage with students and staff alike.
✨Problem-Solving Scenarios
Expect to be asked about how you would handle specific customer service scenarios. Think of examples from your previous experiences where you successfully resolved issues. Highlight your analytical skills and your ability to follow up on problems until they are resolved, showcasing your commitment to providing excellent service.
✨Be Ready for Flexibility
This role requires flexibility in working hours. Be prepared to discuss your availability and willingness to adapt to different shift patterns. Emphasise your organisational skills and how you manage competing demands, which will reassure them that you can thrive in a dynamic environment.