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- Tasks: Provide top-notch customer service via phone and email, resolving student queries efficiently.
- Company: Join GBS, a dynamic higher education provider with campuses across the UK, changing lives through education.
- Benefits: Enjoy 25 days annual leave, tuition reimbursement, and a vibrant workplace culture with various perks.
- Why this job: Make a real impact in students' lives while working in a supportive and diverse team environment.
- Qualifications: Strong communication skills, customer service experience, and proficiency in Microsoft Office are essential.
- Other info: Flexibility for occasional evening and weekend work is required; this role is not eligible for visa sponsorship.
The predicted salary is between 28800 - 43200 ÂŁ per year.
Department: BIU & Customer Services
Location: Greenford
Type of Contract: Permanent – Full Time
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. Enduring the resolution of customers (student) enquiries. The role holder is required to identifying the caller’s requirements, and where possible, being 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 meaning information to our customers, a while projecting the Company’s image in a courteous and helpful manner.
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 SLA’S.
- 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 flexibility 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.
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
• £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.
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Customer Service Officer (Telephony) - Greenford employer: Global Banking School
Contact Detail:
Global Banking School Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Officer (Telephony) - Greenford
✨Tip Number 1
Familiarise yourself with the specific services and courses offered by GBS. Understanding the educational landscape and the needs of students will help you engage more effectively during interviews and demonstrate your commitment to providing excellent customer service.
✨Tip Number 2
Practice your communication skills, especially over the phone. Since the role involves handling inbound calls, consider role-playing scenarios with a friend or family member to enhance your ability to empathise and respond clearly to various customer enquiries.
✨Tip Number 3
Get comfortable with ticketing systems and telephony software. If you have access to similar tools, practice using them to manage queries efficiently. This will not only boost your confidence but also show your proactive approach to learning relevant skills.
✨Tip Number 4
Research common customer service challenges in the education sector. Being prepared with examples of how you've successfully resolved issues in the past can set you apart and demonstrate your problem-solving abilities during the interview process.
We think you need these skills to ace Customer Service Officer (Telephony) - Greenford
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially in telephony or similar roles. Use keywords from the job description to demonstrate that you meet the specific requirements of the Customer Service Officer position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your communication skills and empathy. Mention specific examples of how you've successfully resolved customer queries in the past, aligning with the 'First Time Fix' ethos mentioned in the job description.
Showcase Your Skills: In your application, emphasise your organisational skills and ability to work under pressure. Provide examples of how you've managed multiple tasks effectively, as this role requires handling inbound and outbound queries across various channels.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a role that involves providing accurate information to customers.
How to prepare for a job interview at Global Banking School
✨Showcase Your Communication Skills
As a Customer Service Officer, effective communication is key. During the interview, demonstrate your ability to articulate clearly and listen actively. Use examples from past experiences where you successfully resolved customer queries, highlighting your empathy and clarity.
✨Familiarise Yourself with the Company
Research GBS and its mission of 'Changing Lives through Education'. Understanding the company's values and the services they offer will help you align your answers with their goals, showing that you're genuinely interested in being part of their team.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle difficult situations. Prepare by thinking of specific examples where you managed customer inquiries effectively, especially those that required collaboration or escalation.
✨Demonstrate Your Adaptability
The role requires flexibility and the ability to thrive in a fast-paced environment. Be ready to discuss how you've adapted to changing priorities in previous roles, and provide examples of how you manage your time and tasks efficiently.
