Customer Service Officer

2 weeks ago

Greenford, United Kingdom Global Banking School Full time

The Customer Service Officer is responsible for solving our customers’ problems from start-to-finish so that they can get back to enjoying their experience at GBS as quickly and effortlessly as possible. GBS has implemented several key systems across the whole organization whilst also implementing several new procedures across the Operations Function. These ensure GBS provides an optimal customer (student) experience. By utilising these systems, the Customer Support Officer will provide customers with support, advice and the peace of mind that their current issue is resolved

**Main Responsibilities**:

- Ensure a quality Campus experience through the delivery of a highly student-focused administrative support service.
- 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.
- Identify and promote internal and external resources to students.
- 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**:
The Customer Service Officer 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.
- 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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