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 with opportunities for career growth and personal development.
- Why this job: Make a real difference in students' lives while developing your communication and problem-solving skills.
- Qualifications: Strong communication skills and experience in customer service environments.
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, 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.
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.
- Operating on a First Time Fix ethos, resolving students' enquiries at the first point of contact, and for more complex enquiries, managing 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, carrying out ad-hoc requests and projects that align with your skills and capabilities.
- 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 organisational 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 (Not Specified) employer: GEDU
GEDU Global Education is an exceptional employer, offering a vibrant work culture that prioritises innovation and collaboration. As a Business Intelligence Analyst at any GBS UK campus, you will benefit from professional growth opportunities, access to cutting-edge tools like Microsoft Fabric, and the chance to make a meaningful impact on student success through data-driven insights. Join us to be part of a forward-thinking team dedicated to transforming education and empowering future generations.
