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Client:
GBS Global Applied Knowledge
Location:
Manchester, United Kingdom
Job Category:
Customer Service
EU work permit required:
Yes
Job Reference:
0e5deae3503f
Job Views:
75
Posted:
18.02.2025
Expiry Date:
04.04.2025
Job Description:
Senior Customer Service Officer - Manchester
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 define who we are and what we strive to be as an organisation.
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. This includes managing a small number of Customer Services Officers based at designated campuses and supporting the Head of Customer Services with operational team-related activities.
Main Responsibilities
1. Be an ambassador for GBS, creating and driving a positive student-centric focus across all facets of 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 are correctly trained to 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, concerns.
6. Assignment and management of SysAid tickets across the team.
7. Ensure CSO rotas are managed effectively.
8. Encourage continuous improvements in Customer Services across the department.
9. Support the documentation and updates of CS processes and SOPs.
10. Conduct regular one-on-ones with team members.
11. Champion quality in delivering a highly student-focused administrative support service.
12. Act as an escalation point for the team, escalating to HoCS when necessary.
13. Problem-solve and collaborate with GBS stakeholders to remediate issues impacting the student experience.
14. Ensure the team applies sensitivity and discretion when dealing with confidential information.
15. Work flexibly as part of the Customer Services Team, including evening and weekend work as required.
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. Ability to prioritize work demands to meet deadlines.
5. Meticulous attention to detail.
6. Good organizational and administrative skills.
7. Problem-solving skills with the ability to analyze 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.
10. Experience in a Higher Education Institution.
11. Experience in Customer Service.
12. Experience with customer service/ticketing systems.
13. Knowledge of Higher Education processes.
14. 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
GBS Commitments
The Customer Service Officer is expected to demonstrate their commitment to GBS values and regulations, including equal opportunities policy, and contribute to a safe and secure 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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