Job Description

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\xe2\x80\x99s 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\xe2\x80\x99s image in a courteous and helpful manner.

• Handling inbound and outbound queries from multiple channels, including telephone and email, across all UK offices.
• Ensure customer data is recorded accurately and in a timely fashion into all appropriate telephony systems.
• To operate on a \xe2\x80\x9cFirst Time Fix\xe2\x80\x9d 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\xe2\x80\x99S.
• 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.
• Apply sensitivity and discretion when dealing with confidential information and confidently refer more complex issues to specialist staff.
• Work flexibility as part of the wider Customer Services team and be available for occasional evening and weekend work, as required.

• 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)
• Proficiency in all Microsoft Office applications
• 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\xe2\x80\x99s and SLA\xe2\x80\x99s.

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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Global Banking School