Customer Service Officer

4 weeks ago

Leeds, Leeds, United Kingdom Global Banking School Full time

This role is not eligible for visa sponsorship

Please note, we cannot consider applications from GBS students due to confidentiality.

This part time Customer Service Officer role will involve providing support to our students who study outside of normal working hours.

This is a 6 days per week role (Monday - Saturday) with shift patterns:

Weekday hours are:
Monday to Friday 3pm-8pm.
Saturday hours are 9am-3pm

We are looking for a flexible individual who can accommodate potential shift pattern changes as the department grows and develops.

The Customer Service Officer is responsible for solving our customers' problems from start-to-finish so that they can get back to enjoying their experience at GBS as quickly and effortlessly as possible. GBS has implemented several key systems across the whole organization whilst also implementing several new procedures across the Operations Function. These ensure GBS provides an optimal customer (student) experience. By utilising these systems, the Customer Support Officer will provide customers with support, advice and the peace of mind that their current issue is resolved.

Responsibilities:
  • Ensure a quality Campus experience through the delivery of a highly student-focused administrative support service.
  • Providing high quality student administration and 'one-stop shop' student advice service on Campus in collaboration with other operational teams such as Facilities, Welfare and IT.
  • Responding to enquiries from students, providing detailed responses to their enquiries about the types of support available.
  • Respond with speed and accuracy to email, phone, and in-person enquiries.
  • 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 flexibly as part of the Customer Services Team and be available for occasional evening and weekend work as required.
Minimum Requirements:
  • Degree in or equivalent qualification.
  • Good understanding of Microsoft systems and excellent general IT competence.
  • Ability to work to set KPIs and Service Level Agreements.
  • Outstanding interpersonal, oral and written communication skills, including the ability to interact with students and staff from culturally and linguistically diverse backgrounds.
  • Good written communication skills including a good telephone manner.
  • The ability to prioritise work demands to meet deadlines.
  • Meticulous attention to detail.
  • Good organisational and administrative skills.
  • Problem solving with the ability to analyse, follow-up and resolve issues.
Desirable Requirements:
  • Experience of working in a Higher Education Institution.
  • Experience working in Customer Service.
  • Experience working with customer service/ticketing systems.
  • Knowledge of Higher Education processes.
  • Knowledge of the Operations environment.
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.

The successful candidate 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.
  • To their Health and Safety responsibilities to ensure their contribution to a safe and secure working environment for staff, students, and other visitors to the campus.

We improve lives through education, committing to inclusiveness and realising the power of diversity each day. We are proud of the many backgrounds, experiences, beliefs and cultures here at GBS — people are the heart of everything we do and our aspirations for the society we want to see in the future.

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