Customer Service Officer

This role is not eligible for visa sponsorship!
This role will be based at our new Leeds campus - Wellington Place Campus
At Global Banking School (GBS), we invest in our people. What began in 2010, with the mission of increasing access to higher education to under-represented groups in the sector, has now evolved into one of the UK’s leading private higher education providers. Our vision is embedded within our values and Our values are not just a set of words; they define who we are and what we strive to be as an organisation. Our values, students and employees are at the heart of everything that we do.
We have partnered with leading educational institutions that share our ambition to drive social progress through higher education and we are changing lives for the better, one at a time! We have campuses in the UK’s most exciting and biggest cities, as well as internationally in Malta, Dubai. We provide a number of courses across different sectors, to in excess of 25,000 students, and we have no plans of stopping there!
To support our ongoing growth as a leading education provider, we are building an organisation of passionate, dedicated, and hardworking people. GBS is proud to be a certified ‘Great Place To Work’ and whilst we continue to evolve and grow, so will your career with us.
The Customer Service Officer is responsible for solving 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. GBS has implemented several key systems across the whole organization whilst also implementing several new procedures across the Operations Function. These ensure GBS provides an optimal customer (student) experience. By utilising these systems, the Customer Support Officer will provide customers with support, advice and the peace of mind that their current issue is resolved
Main Responsibilities
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.
Requirements
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.
Desirable Requirements
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.
Other Information
Standard benefits of employment at GBS include:
• 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
The Power of All
We improve lives through education, committing to inclusiveness and realising the power of diversity each day. We are proud of the many backgrounds, experiences, beliefs and cultures here at GBS — people are the heart of everything we do and our aspirations for the society we want to see in the future, and as such, we welcome applications from all ethnicities, gender, ages and abilities.
GBS Commitments
All of our staff exhibit a demonstrated commitment to:
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.
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