Customer Service Manager

3 weeks ago

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

We are seeking a highly skilled and experienced Senior Customer Service Officer to join our team at GBS Global Applied Knowledge. As a Senior Customer Service Officer, you will be responsible for overseeing and ensuring the smooth resolution of student enquiries and customer problems from start-to-finish.

This includes managing a small number of Customer Services Officers based at designated campuses. The role holder will also be involved in student enquiries directly, and supporting the Head of Customer Services with operational team-related activities.

Main Responsibilities
  • To be an ambassador in GBS, in creating and driving a positive student-centric focus, across all facets of the operations.
  • To support in the recruitment process with the Head of Customer Services, from interview to embedding new hires into the team.
  • Ensuring all CSO's that report into the role holder are correctly trained and can administer all Customer Services processes and procedures, timely and accurately.
  • Day-to-day management of operational performance across the designated CSO team.
  • To update the Head of Customer Services on team performance, regarding active tickets, challenges, trends, concerns, to gain support and direction, where necessary.
  • Assignment and management of SysAid tickets across the team.
  • Ensure CSO rotas' are managed effectively across the team.
  • Effectively participate and encourage within the Customer Services continuous improvements across the department in terms of both Processes and Systems (SysAid).
  • Support the documentation and updates of CS Processes and SOP's within the team.
  • To support the HoCS with regular team individual 121's.
  • To be a champion of Quality, ensuring the team maintain a quality Campus experience through the delivery of a highly student-focused administrative support service.
  • Act as an escalation point across the team, as and when required, escalating to HoCS, where appropriate.
  • To effectively problem-solve and collaborate with GBS stakeholders to remediate issues that impact the student experience, feeding into the HoCS.
  • To be a champion of the Student experience, ensuring the team provide a high-quality student administration and 'one-stop shop' student advice service on Campus in collaboration with other teams such as SST, Registry, LRT, Student IT Support, Career Guidance, Facilities Welfare and Student Finance.
  • To be a champion of the Student experience, ensuring the team identify and promote internal and external resources to students.
  • Ensure the team 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 rota-based work, workdays, evening and weekends as required.
Requirements
  • Degree in or equivalent qualification.
  • 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.
  • Good understanding of Microsoft systems and excellent general IT competence.
  • Ability to work to set KPIs and Service Level Agreements.

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.

GBS Commitments

  • 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.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned.

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