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About the Role
The Customer Services (Telephony) Officer provides professional and efficient customer service by managing inbound calls, resolving student inquiries at the first point of contact, and escalating complex issues when necessary. The role requires projecting a courteous and helpful company image.
Responsibilities
- Handling inbound and outbound queries from multiple channels, including telephone and email, across all UK offices.
- Operating on a “First Time Fix” ethos, resolving student inquiries at first contact or managing complex inquiries through the SysAid student service portal.
- Providing a high-quality student service offering, conducting all activities within operational SLAs.
- Supporting and collaborating with the wider Customer Services team on tasks and ad-hoc requests.
- Applying sensitivity and discretion when dealing with confidential information and referring complex issues to specialist staff.
- Working flexibly as part of the Customer Services team, including occasional evening and weekend work.
Requirements
- Effective communicator, demonstrating empathy and clarity in phone and written interactions.
- Exceptional interpersonal skills, including active listening and strong oral and written communication.
- Experience in customer-facing environments with a commitment to delivering inclusive, first-class service.
- Proven ability to work collaboratively and positively with others.
- Strong problem-solving skills and ability to analyse, follow up, and resolve issues in a timely manner.
- Ability to quickly and accurately process information under time constraints.
- Strong organizational skills, adept at managing tasks, priorities, and time effectively.
- Proficient in all Microsoft Office applications.
- Ability to thrive in a fast-paced environment, adapting to changing priorities.
- Experience with telephony and ticketing systems.
- Proactive in taking initiative and ownership, driving tasks to completion.
- Skilled at working towards set Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
Skills
- Communication
- Interpersonal skills
- Active listening
- Problem-solving
- Organizational skills
- Microsoft Office proficiency
- Telephony systems
- Ticketing systems
Location
- Greenford
Work Type
- On-Site
- Permanent
- Full Time
Salary/Compensations
- £27,500 - £28,000
Benefits
- 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
- Eligibility for a Costco membership
About the Company
- 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.
- GEDU Global Education is a dynamic and innovative group of education providers.
- Across our institutions, programmes are designed to have a direct impact on the lives of our students, apprentices and trainees; to equip them with the skills, knowledge and experience necessary for success in their chosen field.