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- Tasks: Lead a team to resolve student enquiries and enhance their experience at GBS.
- Company: Join GEDU Global Education, a dynamic group focused on changing lives through education.
- Benefits: Enjoy 25 days annual leave, flexible benefits, and a performance bonus.
- Why this job: Make a real impact on students' lives while developing your career in a supportive environment.
- Qualifications: Degree or equivalent, strong communication skills, and problem-solving abilities required.
- Other info: Embrace diversity and inclusion in a workplace that values every individual.
The predicted salary is between 30000 - 40000 £ per year.
Department: Customer Services
Location: Greenford
Type of Contract: Permanent / Full Time
Our Vision: Changing Lives through Education
The Role: The Senior Customer Service Officer is responsible for overseeing and ensuring the smooth resolution of student enquiries and 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. This includes managing a small number of Customer Services Officers based at designated campuses. The role holder will also be involved in student enquiries directly, and will be supporting the Head of Customer Services with operational team related activities. 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 Senior Customer Support Officer will ensure they and other CSOs provide customers with support, advice and the peace of mind that their current issue is resolved. This role is not eligible for visa sponsorship!
What the Role Involves:
- To be an ambassador in GBS, in creating and driving a positive student centric focus across all facets of the operations.
- Being the internal voice for the student.
- Ensuring all CSOs 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 SOPs 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
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.
About Us: GEDU Global Education is a dynamic and innovative group of education providers. Across our institutions, programmes are designed to have a direct impact on the lives of our students, apprentices and trainees; to equip them with the skills, knowledge and experience necessary for success in their chosen field.
Senior Customer Service Officer - Greenford employer: GEDU CAREERS
Contact Detail:
GEDU CAREERS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Service Officer - Greenford
✨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 and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service. Think about how you’d handle tricky situations and be ready to share examples from your past experiences.
✨Tip Number 3
Show your passion for education and customer service during the interview. Let them know why you want to work at GBS and how you can contribute to creating a positive student experience.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows that you’re genuinely interested in the role.
We think you need these skills to ace Senior Customer Service Officer - Greenford
Some tips for your application 🫡
Show Your Passion for Customer Service: When writing your application, let your enthusiasm for helping students shine through. We want to see how you can be an ambassador for GBS and create a positive experience for our customers.
Tailor Your CV and Cover Letter: Make sure to customise your CV and cover letter to highlight your relevant skills and experiences. We love seeing how your background aligns with the role of Senior Customer Service Officer, so don’t hold back!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your written communication is easy to read and free from jargon. This will show us your strong written communication skills right from the start.
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’s super easy to do!
How to prepare for a job interview at GEDU CAREERS
✨Know Your Stuff
Before the interview, make sure you understand the role of a Senior Customer Service Officer. Familiarise yourself with GBS's vision and how they aim to enhance the student experience. This will help you articulate how your skills align with their goals.
✨Showcase Your Communication Skills
Since this role requires exceptional interpersonal skills, prepare examples that demonstrate your ability to engage effectively with diverse groups. Think about times when you resolved conflicts or provided excellent customer service, and be ready to share those stories.
✨Be a Problem Solver
The interviewers will likely want to see how you handle challenges. Prepare to discuss specific situations where you identified a problem, analysed it, and implemented a successful solution. Highlight your analytical skills and attention to detail.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, ongoing training for Customer Services Officers, or how GBS measures success in customer service. This shows your genuine interest in the role and the company.