Student Support Specialist

4 weeks ago

East London, United Kingdom GBS Global Applied Knowledge Full time
Student Support Specialist (Part-Time - 30 hours per week)

This position is not eligible for visa sponsorship

Please note, applications from GBS students cannot be considered due to confidentiality.

This part-time Student Support Specialist role will focus on assisting our learners who study outside of standard working hours.

This is a 6-day workweek with fixed shift patterns (Please note, shift patterns cannot be altered): Weekday hours are:
  • Monday to Thursday 3pm-8pm
  • Friday 4pm-8pm
Weekend hours are:
  • Saturday 9am-3pm

We seek a versatile individual who can adapt to potential changes in shift patterns as the department evolves.

The Student Support Specialist is tasked with addressing our clients' inquiries from start to finish, ensuring they can return to enjoying their experience at GBS as swiftly and seamlessly as possible. GBS has introduced several key systems organization-wide while also implementing new procedures within the Operations Function. These measures guarantee that GBS delivers an optimal customer (student) experience. By leveraging these systems, the Student Support Specialist will offer clients assistance, guidance, and reassurance that their current issues are resolved.

Main Responsibilities
  • Ensure a high-quality campus experience through the provision of a highly student-centered administrative support service.
  • Deliver exceptional student administration and a 'one-stop shop' advisory service on campus in collaboration with other operational teams such as Facilities, Welfare, and IT.
  • Address inquiries from students, providing comprehensive responses regarding the types of support available.
  • Respond promptly and accurately to email, phone, and in-person inquiries.
  • Identify and promote internal and external resources to students.
  • Handle confidential information with sensitivity and discretion, confidently referring more complex issues to specialized staff.
  • Work collaboratively as part of the Customer Services Team and be available for occasional evening and weekend work as required.
Requirements
  • Degree or equivalent qualification
  • Proficient understanding of Microsoft systems and excellent general IT skills.
  • Ability to meet set KPIs and Service Level Agreements.
  • Exceptional interpersonal, oral, and written communication skills, including the ability to engage with students and staff from diverse cultural and linguistic backgrounds.
  • Strong written communication skills, including a professional telephone manner.
  • Ability to prioritize work demands to meet deadlines.
  • Meticulous attention to detail.
  • Strong organizational and administrative skills.
  • Problem-solving skills with the ability to analyze, follow up, and resolve issues.

Desirable Requirements

  • Experience in a Higher Education Institution.
  • Background in Customer Service.
  • Familiarity with customer service/ticketing systems.
  • Knowledge of Higher Education processes.
  • Understanding of the Operations environment.
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

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 minimize 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 realizing 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.

#LI-Onsite

#indeedaugust

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