This role is not eligible for visa sponsorship!
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 and 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!
Role Overview
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 supporting the Head of Customer Services with operational team related activities.
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 Senior Customer Support Officer will ensure they and other CSOs provide customers with support, advice and the peace of mind that their current issue is resolved.
Key Responsibilities
1. Be an ambassador for GBS, creating and driving a positive student-centric focus across all facets of the operations.
2. Support in the recruitment process with the Head of Customer Services, from interview to embedding new hires into the team.
3. Ensure all CSOs that report into the role holder are correctly trained and can administer all Customer Services processes and procedures, timely and accurately.
4. Day-to-day management of operational performance across the designated CSO team.
5. Update the Head of Customer Services on team performance regarding active tickets, challenges, trends, and concerns.
6. Assignment and management of SysAid tickets across the team.
7. Ensure CSO rotas are managed effectively across the team.
8. Participate and encourage continuous improvements within the Customer Services department.
9. Support the documentation and updates of CS Processes and SOPs within the team.
10. Support the Head of Customer Services with regular team individual 121s.
11. Champion quality, ensuring the team maintains a quality Campus experience.
12. Act as an escalation point across the team, escalating to the Head of Customer Services when necessary.
13. Effectively problem-solve and collaborate with GBS stakeholders.
14. Champion the student experience, ensuring high-quality student administration and advice service on Campus.
15. Ensure sensitivity and discretion when dealing with confidential information.
16. Work flexibly as part of the Customer Services Team and be available for rota-based work, including evenings and weekends.
Minimum Requirements
1. Degree in or equivalent qualification.
2. Outstanding interpersonal, oral and written communication skills.
3. Good written communication skills including a good telephone manner.
4. The ability to prioritise work demands to meet deadlines.
5. Meticulous attention to detail.
6. Good organisational and administrative skills.
7. Problem-solving ability with the capacity to analyse, follow-up and resolve issues.
8. Good understanding of Microsoft systems and excellent general IT competence.
9. Ability to work to set KPIs and Service Level Agreements.
Desirable Requirements
1. Experience of working in a Higher Education Institution.
2. Experience working in Customer Service.
3. Experience working with customer service/ticketing systems.
4. Knowledge of Higher Education processes.
5. Knowledge of the Operations environment.
Benefits
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
Commitments
The Customer Service Officer will also be expected to demonstrate their commitment:
* To GBS values and regulations, including equal opportunities policy.
* To GBS’s Social, Economic and Environmental responsibilities.
* To their Health and Safety responsibilities to ensure a safe working environment.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned.
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