Customer Service Manager

1 month ago


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

At GBS Global Applied Knowledge, we're looking for a talented Senior Customer Service Officer to join our team. This exciting role offers the opportunity to make a real impact on our students' experience and contribute to the delivery of our customer-focused services.

Main Responsibilities
  • Student Centric Focus: As an ambassador for GBS, you'll create and drive a positive student-centric focus across all facets of the operations, being the internal voice for the student.
  • Customer Service Team Management: You'll support the Head of Customer Services in the recruitment process, from Interview to embedding new hires into the team, ensuring all Customer Services Officers (CSOs) are correctly trained and can administer all Customer Services processes and procedures timely and accurately.
  • Operational Performance Management: Day-to-day management of operational performance across the designated CSO team, updating the Head of Customer Services on team performance, regarding active tickets, challenges, trends, and concerns.
  • Ticket Assignment and Management: Assignment and management of SysAid tickets across the team, ensuring CSO rotas are managed effectively.
  • Continuous Improvement: Participate and encourage continuous improvements across the department in terms of both processes and systems, supporting the documentation and updates of CS Processes and SOPs within the team.

Requirements:

  • degree in or equivalent qualification
  • outstanding interpersonal, oral, and written communication skills
  • good written communication skills, including a good telephone manner
  • ability to prioritise work demands to meet deadlines
  • meticulous attention to detail
  • good organisational and administrative skills
  • problem-solving skills with the ability to analyse, follow-up, and resolve issues
  • good understanding of Microsoft systems and excellent general IT competence

We Offer:

Standard benefits of employment at GBS Global Applied Knowledge include 25 days annual leave, plus 8 public holidays, 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.



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