Customer Service Officer (Telephony) - Greenford (West End of London)

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.

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 organizational 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
• £500 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.