Customer Service Officer
Global Banking School
- East London
- Permanent
- Full-time
- Ensure a quality Campus experience through the delivery of a highly student-focused administrative support service.
- Providing high quality student administration and 'one-stop shop' student advice service on Campus in collaboration with other operational teams such as Facilities, Welfare and IT.
- Responding to enquiries from students, providing detailed responses to their enquiries about the types of support available.
- Respond with speed and accuracy to email, phone, and in-person enquiries.
- 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 flexibly as part of the Customer Services Team and be available for occasional evening and weekend work as required.
- Degree in or equivalent qualification
- Good understanding of Microsoft systems and excellent general IT competence.
- Ability to work to set KPIs and Service Level Agreements.
- Outstanding interpersonal, oral and written communication skills, including the ability to interact with students and staff from culturally and linguistically diverse backgrounds
- Good written communication skills including a good telephone manner.
- The ability to prioritise work demands to meet deadlines.
- Meticulous attention to detail.
- Good organisational and administrative skills
- Problem solving with the ability to analyse, follow-up and resolve issues.
- Experience of working in a Higher Education Institution.
- Experience working in Customer Service.
- Experience working with customer service/ticketing systems.
- Knowledge of Higher Education processes.
- Knowledge of the Operations environment.
- 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 values and regulations, including equal opportunities policy.
- GBS’s Social, Economic and Environmental responsibilities by minimising environmental impact in the performance of the role and actively contributing to the delivery of GBS’s Environmental Policy.
- Health and Safety responsibilities to ensure their contribution to a safe and secure working environment for staff, students, and other visitors to the campus.