At a Glance
- Tasks: Provide top-notch customer service by managing inbound calls and resolving student enquiries.
- Company: Dynamic higher education provider with a commitment to inclusivity and community impact.
- Benefits: 25 days annual leave, pension scheme, tuition reimbursement, and employee discounts.
- Other info: Join a vibrant team dedicated to transforming education and supporting diverse communities.
- Why this job: Make a real difference in students' lives while developing your communication and problem-solving skills.
- Qualifications: Strong communication skills, customer service experience, and proficiency in Microsoft Office.
The predicted salary is between 27500 - 28000 £ per year.
Department: Customer Services
Location: Greenford (On-Site)
Type of Contract: Permanent / Full Time
Salary: £27,500 - £28,000
Our Vision: Changing Lives through Education
What We Do: 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.
Please Note: 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.
- 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 organizational goals.
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 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.
Customer Service Officer (Telephony) - Greenford in London employer: GEDU Global Education
At GEDU Global Education in Leeds, we pride ourselves on fostering a supportive and collaborative work environment that prioritises student success. Our flexible scheduling options, generous benefits package including 25 days of annual leave and tuition reimbursement, and commitment to professional development make us an exceptional employer for those passionate about education and coaching. Join us to make a meaningful impact on students' academic journeys while enjoying a culture that values growth and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Officer (Telephony) - Greenford in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at GEDU Global Education. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like GEDU Global Education before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Officer (Telephony) - Greenford in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to GEDU Global Education:Your cover letter is your chance to shine! Tell us why you want to work at GEDU Global Education specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at GEDU Global Education!
How to prepare for a job interview at GEDU Global Education
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
