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Customer Service Representative

2 months ago

Leeds, Leeds, United Kingdom GBS Global Applied Knowledge Full time
Main Responsibilities

We are seeking a highly skilled and dedicated individual to join our team as a Customer Service Officer. The successful candidate will be responsible for providing exceptional customer service to our students, ensuring a high-quality campus experience through the delivery of a student-focused administrative support service.

The key responsibilities of this role include:

  • 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.
  • Responding with speed and accuracy to email, phone, and in-person enquiries.
  • Identifying and promoting internal and external resources to students.
  • Applying sensitivity and discretion when dealing with confidential information and confidently referring more complex issues to specialist staff.
  • Working flexibly as part of the Customer Services Team and being available for occasional evening and weekend work as required.
Requirements

To be successful in this role, you will need to possess the following skills and qualifications:

  • 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

The following qualifications and experiences are highly desirable for this role:

  • 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
Other Information

We offer a range of benefits to our employees, including:

  • 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