Customer Service Officer (Telephony)

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.
• To 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.
• 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.  

Requirements

• Able to communicate effectively, with empathy, by phone and in writing.
• Outstanding interpersonal skills; active listening, oral and written communications skills, including the ability to interact with students and staff from a culturally and linguistically diverse.
• Experience of working in a customer facing environment.
• Commitment to providing a first-class service to customers.
• Experience of working positively and effectively with others, problem solving with the ability to analyse, follow up and resolve issues.
• 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 telephony and ticketing systems.
• Takes initiative and ownership, gets things done.
• Ability to work to set KPI’s and SLA’s.

Other Information

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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