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Customer Service Representative

4 weeks ago

Leeds, Leeds, United Kingdom GBS Global Applied Knowledge Full time
Customer Service Officer Role

This is a part-time Customer Service Officer role that involves providing support to students who study outside of normal working hours.

The successful candidate will be responsible for solving customer problems from start-to-finish, ensuring a high-quality campus experience through the delivery of a student-focused administrative support service.

Main Responsibilities
  • Ensure a quality campus experience through the delivery of a highly student-focused administrative support service.
  • Provide high-quality student administration and 'one-stop shop' student advice service on campus in collaboration with other operational teams.
  • Respond 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.
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.
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 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.