Senior Customer Service Officer - Greenford

Senior Customer Service Officer - Greenford

London, United Kingdom

Job Description

Department:Customer Services

Location:Greenford

Type of Contract:Permanent / Full Time

Our Vision:Changing Lives through Education

The Role: The Senior Customer Service Officer is responsible for overseeing and ensuring the smooth resolution of student enquiries and 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. This includes managing a small number of Customer Services Officers based at designated campuses. The role holder will also be involved in student enquiries directly, and will be supporting the Head of Customer Services with operational team related activities.

GBS has implemented several key systems across the whole organisation whilst also implementing several new procedures across the Operations Function. These ensure GBS provides an optimal customer (student) experience. By utilising these systems, the Senior Customer Support Officer will ensure they and other CSO's provide customers with support, advice and the peace of mind that their current issue is resolved.

This role is not eligible for visa sponsorship!

What the Role Involves:

• To be an ambassador in GBS, in creating and driving a positive student centric focus across all facets of the operations. Being the internal voice for the student.
• Ensuring all CSO's that report into the role holder are correctly trained and can administer all Customer Services processes and procedures, timely and accurately.
• To update the Head of Customer services on the teams performance, regarding active tickets, challenges, trends, concerns, to gain support and direction, where necessary. Assignment and Management of SysAid tickets across the team.
• Effectively participate and encourage within the Customer Services continuous improvements across the department in terms of both Processes and Systems (SysAid). Support the documentation and updates of CS Processes and SOP's within the team.
• To be a champion of Quality, ensuring the team maintain a quality Campus experience through the delivery of a highly student-focused administrative support service.
• To be a champion of the Student experience, ensuring the team provide a high quality student administration and 'one-stop shop' student advice service on Campus in collaboration with other teams such as SST, Registry, LRT, Student IT Support, Career Guidance, Facilities Welfare and Student Finance.
• Ensure the team apply sensitivity and discretion when dealing with confidential information and confidently refer more complex issues to specialist staff.
• Work flexibly as part of the Customer Services Team and be available for rota based work, workdays, evening and weekends as required.

About You:

• Degree or equivalent qualification, demonstrating a solid foundation in relevant academic or professional areas.
• Exceptional interpersonal, oral, and written communication skills, with the ability to engage effectively with students and staff from culturally and linguistically diverse backgrounds.
• Strong written communication skills, including a professional and inclusive telephone manner.
• Proven ability to prioritise tasks and manage workloads effectively to meet deadlines and organisational goals.
• Meticulous attention to detail, ensuring accuracy and thoroughness in all tasks and responsibilities.
• Strong organisational and administrative skills, contributing to efficient and effective operations.
• Skilled in problem solving, with the ability to analyse issues, follow up, and implement effective resolutions.
• Proficient in Microsoft systems and general IT applications, with a demonstrated ability to leverage technology to support diverse needs.
• Capable of working towards established Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), consistently delivering high-quality results.

What We Offer:

• 25 days annual leave, plus 8 public holidays
• 1 day extra leave per year of service, up to a maximum of 5 days
• Flexible Benefits: Cycle to Work, Workplace Nursery, Techscheme and much more
• discounts platform, wellbeing centre and much more
• Reward and recognition programme
• £500 award employee referral scheme
• Discretionary annual performance bonus

"GBS has been a good place for professional growth. I have received great support from managers and colleagues who have encouraged me to develop new skills and take on more senior roles. Their mentorship has been invaluable to help me advance in my career."

GBS is committed to equality, diversity, and inclusion and providing a workplace free from discrimination or harassment. We welcome applications from all backgrounds and communities. We take our core values seriously and work hard to create an environment where everyone feels welcomed.

About Us

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.