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Customer Service Officer
2 weeks ago
**Please note, we are unable to offer sponsorship for this role**
The Customer Services (Telephony) Officer is to provide a highly professional efficient customer service by answering and managing Inbound calls promptly and efficiently. Enduring the resolution of customers (student) enquiries.
The role holder is required to identifying the caller’s requirements, and where possible, being able to resolve the callers enquiry at the first point of contact. In more complex scenarios to be able to progress the enquiry using our internal ticketing and wider internal colleague collaboration.
The Customer Services (Telephony) Officer is required to manage calls professionally and provide accurate meaning information to our customers, a while projecting the Company’s image in a courteous and helpful manner.
**Main Responsibilities**:
- Ensure customer data is recorded accurately and in a timely fashion into all appropriate telephony systems.
- To operate on a “First Time Fix” ethos, resolving the students enquiry at first point of contact, and for more complex enquiries, manage these effectively through our SysAid student service portal.
- Providing a high quality student service offering, conducting all activities within operational SLA’S.
- Support the development of the student journey by identifying and reporting back on issues and trends.
- Supporting and working in collaboration with the wider Customer Services team, with tasks and carry out ad-hoc requests and projects that are in line with your skill and capability.
- Identify and promote internal and external resources to students.
- Work flexibility as part of the wider Customer Services team and be available for occasional evening and weekend work, as required.
**Requirements**:
- Able to communicate effectively, with empathy, by phone and in writing.
- Outstanding interpersonal skills; active listening, oral and written communications skills, including the ability to interact with students and staff from a culturally and linguistically diverse.
- Experience of working in a customer facing environment.
- Commitment to providing a first-class service to customers.
- Experience of working positively and effectively with others, problem solving with the ability to analyse, follow up and resolve issues.
- Able to receive and process information quickly and accurately under time pressure.
- Well-developed skills in organising self (tasks, priorities, and time)
- The ability to work in a fast-paced environment.
- Knowledge and experience in using a telephony and ticketing systems.
- Takes initiative and ownership, gets things done.
- Ability to work to set KPI’s and SLA’s.
**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 is a dynamic and fast growing Higher Education provider with campuses across the UK. We are a vibrant and diverse family of committed staff bringing life-changing learning to a wider range of communities.
We take an inclusive approach to recruiting students, with an aim to widening access to higher education among groups currently under-represented in the sector.
We believe that education is transformational and can make a fundamental difference to the individuals and communities we serve.
If you're looking to make a real difference with your next career move, why not join us.
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