Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide top-notch customer service via phone and email, resolving student enquiries efficiently.
- Company: Join GBS, a dynamic higher education provider with campuses across the UK.
- Benefits: Enjoy 25 days annual leave, pension scheme, tuition reimbursement, and more perks.
- 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.
- Other info: Flexible working hours with opportunities for career growth in a vibrant team.
The predicted salary is between 30000 - 42000 ÂŁ per year.
Department: Customer Services
Location: Greenford
Type of Contract: Permanent - Full Time (Weekend and weekdays)
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, be able to resolve the caller’s enquiry at the first point of contact. In more complex scenarios, to be able to 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.
The shift patterns are:
- Monday- Wednesday: 9am-6pm
- Saturday-Sunday: 9am-5:30pm
- Thursday-Friday: OFF
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 carry out ad-hoc requests and projects that are in line with your skill and capability.
- Apply sensitivity and discretion when dealing with confidential information and confidently refer more complex issues to specialist staff.
- Work flexibly as part of the wider Customer Services team and be 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 (Weekday/Weekend) employer: GBS UK
Contact Detail:
GBS UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Officer - Telephony (Weekday/Weekend)
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on GBS and its values. This will help you tailor your responses and show that you're genuinely interested in being part of their mission to change lives through education.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when handling inquiries and demonstrate your problem-solving skills during the interview.
✨Tip Number 3
Show off your communication skills! During the interview, make sure to listen actively and respond clearly. Remember, effective communication is key in customer service, so let your personality shine through while maintaining professionalism.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you fresh in their minds.
We think you need these skills to ace Customer Service Officer - Telephony (Weekday/Weekend)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your customer service experience, especially in telephony. We want to see how your skills align with our mission of providing exceptional service to students.
Showcase Your Communication Skills: Since effective communication is key for this role, use clear and concise language in your application. We love seeing examples of how you've successfully engaged with customers in the past!
Highlight Problem-Solving Abilities: We’re looking for someone who can resolve issues efficiently. Share specific instances where you’ve tackled challenges head-on and achieved positive outcomes for customers.
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 get you into our recruitment process smoothly.
How to prepare for a job interview at GBS UK
✨Know the Company Inside Out
Before your interview, take some time to research GBS and its mission. Understand their vision of 'Changing Lives through Education' and think about how your values align with theirs. This will help you answer questions more authentically and show that you're genuinely interested in the role.
✨Practice Your Communication Skills
As a Customer Service Officer, effective communication is key. Practice answering common interview questions clearly and concisely. You might even want to do a mock interview with a friend to get comfortable with articulating your thoughts, especially in a telephony context.
✨Demonstrate Problem-Solving Abilities
Prepare examples from your past experiences where you've successfully resolved customer issues. Highlight your ability to analyse situations and provide solutions, as this aligns perfectly with the 'First Time Fix' ethos they value at GBS.
✨Show Your Flexibility and Team Spirit
The role requires collaboration with the wider Customer Services team. Be ready to discuss how you've worked effectively in teams before and how you adapt to changing priorities. Emphasising your willingness to work flexible hours will also show that you're committed to supporting the team.
