Customer Service Officer (Telephony) - Greenford

Department: Customer Services

Location: Greenford - 891 Greenford Road, UB6 0HE (On-Site)

Type of Contract: Permanent / Full Time

Salary: £27,500 - £28,000

Our Vision: Changing Lives through Education

What We Do: The Customer Services (Telephony) Officer is to provide a highly professional efficient customer service by answering and managing Inbound calls promptly and efficiently. Enduring the resolution of customers (student) enquiries. The role holder is required to identifying the caller’s requirements, and where possible, being able to resolve the caller’s enquiry at the first point of contact. In more complex scenarios to be able to progress the enquiry using our internal ticketing and wider internal colleague collaboration. The Customer Services (Telephony) Officer is required to manage calls professionally and provide accurate meaning information to our customers, a while projecting the Company’s image in a courteous and helpful manner.

Please Note: This role is not eligible for visa sponsorship!

What the role involves:

• Handling inbound and outbound queries from multiple channels, including telephone and email, across all UK offices.
• To operate on a “First Time Fix” ethos, resolving the students’ enquiries at first point of contact, and for more complex enquiries, manage these effectively through our SysAid student service portal.
• Providing a high quality student service offering, conducting all activities within operational SLA’S.
• Supporting and working in collaboration with the wider Customer Services team, with tasks and carry out ad-hoc requests and projects that are in line with your skill and capability.
• Apply sensitivity and discretion when dealing with confidential information and confidently refer more complex issues to specialist staff.
• Work flexibility as part of the wider Customer Services team and be available for occasional evening and weekend work, as required.

About You:

• Effective communicator, demonstrating empathy and clarity in both phone and written interactions, ensuring all voices are heard and respected.
• Exceptional interpersonal skills, including active listening and strong oral and written communication, with the ability to engage effectively with students and staff from culturally and linguistically diverse backgrounds.
• Experience in customer-facing environments, with a commitment to delivering inclusive, first-class service to all individuals.
• Proven ability to work collaboratively and positively with others, demonstrating strong problem-solving skills and the ability to analyse, follow up, and resolve issues in a timely manner.
• Ability to quickly and accurately process information, even under time constraints, while maintaining high standards of accuracy.
• Strong organisational skills, adept at managing tasks, priorities, and time effectively to meet diverse needs.
• Proficient in all Microsoft Office applications, ensuring efficient use of technology in everyday tasks.
• Ability to thrive in a fast-paced environment, adapting to changing priorities and demands.
• Experience with telephony and ticketing systems, ensuring seamless and responsive customer service.
• Proactive in taking initiative and ownership, driving tasks to completion with a focus on positive outcomes.
• Skilled at working towards set Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), consistently delivering results that align with organizational goals.

What we offer:

• Time off that fits your lifestyle - 33 days' annual leave (including bank holidays), 1-day extra day of leave per year of service (up to 5 days), and Buy/Sell additional holidays (up to 5 days)
• Opportunities for growth - Tuition reimbursement for career development courses, wide variety of training courses and support with FHEA application
• Pension Scheme and Flexible Benefits (via salary sacrifice) - Cycle to Work, Workplace Nursery, Tech, Health, Dental and Life Assurance schemes, Women's Health scheme (via Hertlity) and much more
• Discounts, Perks and Employee Assistance: Perks@Work discounts platform, Employee Assistance Programme (EAP), discounted gym membership, eyecare vouchers and much more
• Reward for your impact - annual salary increase reviews, annual discretionary bonus, £500 award employee referral scheme

"What really stands out to me about GBS is its consistent focus on creating positive outcomes for students. Every team, even those without direct student contact, is deeply committed to this mission. Everyone understands that what they do plays a role in helping students succeed. It’s such a collaborative and inspiring place to work — it’s clear everyone genuinely cares about making a difference." (Steffi Korsah - Non-Academic Staff)

GBS is committed to equality, diversity and inclusion and providing a workplace free from discrimination or harassment. We welcome applications from all backgrounds and communities. We take our core values seriously and work hard to create an environment where everyone feels welcomed.