Customer Service Officer

5 days ago

East London, Eastern Cape, South Africa Global Banking School Full time

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. 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 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

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.

Responsibilities
  • Ensure a quality Campus experience through the delivery of a highly student-focused administrative support service.
  • Provide 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.
  • Respond to enquiries from students, providing detailed responses 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.
Minimum 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.
Standard 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.
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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