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- Tasks: Provide top-notch customer service by managing calls and resolving student inquiries.
- Company: Join a supportive team dedicated to enhancing access to higher education.
- Benefits: Enjoy 25 days leave, pension scheme, and tuition reimbursement for your growth.
- Other info: Flexible hours and opportunities for career development in a dynamic environment.
- Why this job: Make a difference in students' lives while developing your communication skills.
- Qualifications: Strong communicator with customer service experience and a passion for helping others.
The predicted salary is between 25000 - 30000 ÂŁ per year.
The Customer Services (Telephony) Officer provides highly professional customer service by answering and managing inbound calls, resolving student inquiries, and escalating issues through our ticketing system. This role is not eligible for visa sponsorship. 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.
Responsibilities
- Handle inbound and outbound queries across all UK offices.
- Resolve student enquiries at first contact when possible; manage complex enquiries via SysAid.
- Provide high quality service in accordance with SLAs.
- Collaborate with the wider Customer Services team on ad‑hoc requests and projects.
- Maintain confidentiality and refer complex issues to specialists.
- Work flexible hours, including occasional evenings and weekends.
Qualifications
- Effective communicator with empathy and clarity in phone and written interactions.
- Exceptional interpersonal skills; ability to engage diverse student and staff backgrounds.
- Experience in customer‑facing roles committed to inclusive, first‑class service.
- Ability to collaborate positively, analyse and resolve issues timely.
- Accurately process information under time constraints with high accuracy.
- Strong organisational skills, managing tasks and priorities efficiently.
- Proficiency in Microsoft Office.
- Adaptability to fast‑paced environments and changing priorities.
- Experience with telephony and ticketing systems.
- Proactive ownership, driving tasks to completion.
- Ability to meet KPIs and SLAs consistently.
Benefits
- 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.
- Reward and recognition programme.
- ÂŁ500 employee referral scheme.
- Discretionary annual performance bonus.
- Specavers eye‑care vouchers.
- Access to a TOTUM discount card and eligibility for a Costco membership.
Customer Service Officer (Telephony) - Greenford employer: GEDU Services Pvt. Ltd.
Contact Detail:
GEDU Services Pvt. Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Officer (Telephony) - Greenford
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on StudySmarter and our values. This will help you tailor your responses and show that you're genuinely interested in being part of our team.
✨Tip Number 2
Practice makes perfect! Try role-playing common customer service scenarios with a friend or family member. This will help you feel more confident when handling those tricky questions during the interview.
✨Tip Number 3
Show off your skills! Be ready to share specific examples from your past experiences that highlight your customer service abilities. We love hearing about how you've resolved issues and made customers happy!
✨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 nice touch that can set you apart from other candidates.
We think you need these skills to ace Customer Service Officer (Telephony) - Greenford
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 experience in customer-facing roles and how you’ve provided first-class service, as this is key for us.
Showcase Your Communication Skills: Since effective communication is crucial, give examples of how you've successfully resolved inquiries or managed complex situations. We want to see your empathy and clarity shine through!
Highlight Your Organisational Skills: Demonstrate your ability to manage tasks efficiently. Mention any experience you have with telephony and ticketing systems, as well as how you’ve met KPIs and SLAs in previous roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at GEDU Services Pvt. Ltd.
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Service Officer (Telephony) inside out. Familiarise yourself with common customer service scenarios and how to handle them. This will help you demonstrate your knowledge and show that you're ready to tackle any situation.
✨Show Off Your Communication Skills
Since this role involves a lot of phone interactions, practice speaking clearly and empathetically. You might want to do a mock interview with a friend or family member to refine your responses. Remember, it's all about making the student feel heard and valued!
✨Be Ready for Real-Life Scenarios
Prepare for situational questions that test your problem-solving skills. Think of examples from your past experiences where you successfully resolved issues or handled difficult customers. This will showcase your ability to think on your feet and provide first-class service.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the ticketing system they use, or how they measure success in the role. This shows your genuine interest in the position and helps you determine if it’s the right fit for you.