Senior Customer Service Officer - Manchester

Senior Customer Service Officer - Manchester

Department: Customer Services

Location: Manchester

Type of Contract: Permanent / Full Time

Our Vision: Changing Lives through Education

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