At a Glance
- Tasks: Provide top-notch customer service by managing calls and emails efficiently.
- Company: Join a dynamic team at GBS, committed to student success.
- Benefits: Starting salary of £18,000 with potential to rise to £25,000 plus bonuses.
- Other info: Exciting career progression opportunities and training provided.
- Why this job: Gain valuable experience while making a real difference in students' lives.
- Qualifications: Strong communication skills and a passion for customer care required.
The predicted salary is between 18000 - 25000 £ per year.
The Customer Service 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.
Main Responsibilities:
- Handling inbound and outbound queries from multiple channels, including telephone and email, across all UK offices.
- Ensure customer data is recorded accurately and in a timely fashion into all appropriate telephony systems.
- Operate on a “First Time Fix” ethos, resolving the students' enquiry 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.
- Support the development of the student journey by identifying and reporting back on issues and trends.
- 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.
- Identify and promote internal and external resources to students.
- Work flexibly as part of the wider Customer Services team and be available for occasional evening and weekend work, as required.
Entry Requirements:
- Able to communicate effectively, with empathy, by phone and in writing.
- Experience of working in a customer-facing environment.
- Commitment to providing a first-class service to contacts.
- Experience of working positively and effectively with others.
- Able to receive and process information quickly and accurately under time pressure.
- Well-developed skills in organising self (tasks, priorities, and time).
- Proficiency in all Microsoft Office applications.
- The ability to work in a fast-paced environment.
- Knowledge and experience in using a Switchboard system (desirable).
- Takes initiative and ownership, gets things done.
Other Information:
- The Careers and Employability Administrator will also be expected to demonstrate their commitment to GBS values and regulations, including equal opportunities policy.
- The GBS’s Social, Economic and Environmental responsibilities and minimise environmental impact in the performance of the role and actively contribute to the delivery of GBS’s Environmental Policy.
- Health and Safety responsibilities to ensure their contribution to a safe and secure working environment for staff, students, and other visitors to the campus.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned.
Skills Required:
- Customer care skills.
Training to be Provided:
The successful candidate will complete a Customer Service Specialist Level 3 Apprenticeship standard:
- Level 3 Customer Service Specialist Standard
- Functional Skills Level 2 in Maths – if applicable
- Functional Skills Level 2 in English – if applicable
Things to Consider:
- Starting salary of £18,000 progressing up to £25,000 upon completion + performance-based bonus.
- Excellent progression available within the company.
- The successful applicant will undertake more responsibilities as the Apprenticeship develops with a strong view to securing permanent employment on completion.
Location: 1 Brindley Place, Birmingham, West Midlands, United Kingdom. B1 2JB
Training Delivery Site: Birmingham
At a Glance:
- Salary: £18,000 per year
- Working week: Mon-Fri (Times TBC)
- Duration: 18 Months
Customer Service Officer Apprentice - Brindley Place in Birmingham employer: Skern Training
At our Birmingham location, we pride ourselves on fostering a supportive and dynamic work culture that prioritises employee growth and development. As a Customer Service Officer Apprentice, you will benefit from comprehensive training, a clear progression path, and the opportunity to make a meaningful impact on the student experience while enjoying a competitive salary and performance-based bonuses. Join us to be part of a team that values collaboration, innovation, and a commitment to excellence in customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Officer Apprentice - Brindley Place in Birmingham
✨Get to Know Your Local Businesses
For an apprenticeship in customer support, don’t hesitate to pop into local shops or businesses. They might not have job postings up, but often they’re looking for eager apprentices who can learn on the job. Approach them with confidence and express your interest.
✨Leverage Online Communities
Dive into online forums and communities focused on customer support. Places like Reddit or specific Facebook groups are goldmines for advice and networking. You never know who might be looking for an apprentice or have insider tips about openings at places like Skern Training.
✨Tap Into Your School’s Resources
Make sure to use your school’s career services. They often have connections with companies looking for apprentices, which can give you a head start. Plus, they can help you polish your interview skills to shine during those crucial moments.
✨Show Your Passion Online
Create a simple portfolio showcasing any relevant experience, even if it's just customer service experience from part-time gigs. Share it on platforms like LinkedIn to make yourself more visible to employers like Skern Training. It’s all about getting your name out there and showing you’re keen to learn!
We think you need these skills to ace Customer Service Officer Apprentice - Brindley Place in Birmingham
Some tips for your application 🫡
Show off your communication skills!:In customer support, being able to communicate clearly and effectively is key. When writing your application, make sure to highlight any relevant experience where you've had to support or assist others, whether that's in a job, volunteering, or even in school projects. We want to see how you express yourself and ensure that your enthusiasm comes through!
Tailor your CV to the support role:Your CV should reflect skills that are essential for customer support, like patience, problem-solving, and empathy. Highlight any instances where you've handled difficult situations or resolved conflicts, even if they're not from a formal job. This is your chance to prove that you have the right mindset for an apprenticeship with us at Skern Training.
Include relevant coursework or certifications:If you've taken any courses related to customer service or communications, shout about them! This could be anything from online courses to workshops. Certifications show us you're serious about getting into the field and help us see your commitment to learning more in your apprenticeship.
Express your willingness to learn:Since this is an apprenticeship, showing that you’re eager to learn and grow is really important. In your cover letter, share specific reasons why you want to join Skern Training and how you're looking forward to gaining hands-on experience in customer support. We love candidates who are enthusiastic and ready to dive into the learning process!
How to prepare for a job interview at Skern Training
✨Mastering Communication Skills
As a customer support apprentice, showcasing your verbal and written communication skills is essential. Think about past experiences where you've had to resolve issues or clarify misunderstandings – be ready to discuss these during your interview. Remember, it's all about demonstrating your ability to empathise with customers and provide effective solutions.
✨Brush Up on Product Knowledge
Get familiar with the products or services offered by Skern Training. Being knowledgeable about what they sell not only shows your interest but also helps you answer possible technical questions about how you’d assist customers. Prepare to discuss how you would approach learning about new products and your strategy for staying updated.
✨Prepare for Scenario Questions
Expect interviewers to throw some real-life scenarios at you. Prepare for questions about how to handle difficult customers or complaints. They want to see how well you can think on your feet and apply your customer service skills in challenging situations. Try role-playing with a friend to feel more prepared!
✨Show Enthusiasm for Learning
Since you’re applying for an apprenticeship, the hiring team at Skern Training will be looking for your motivation to learn and grow. Be ready to express your eagerness to absorb knowledge from seasoned professionals and how you plan to contribute to the team's success. Show them that you're not just looking for a job, but a pathway to build your skills!
