Customer Service Officer Apprentice - Brindley Place

The Customer Service 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.

Main Responsibilities

• Handling inbound and outbound queries from multiple channels, including telephone and email, across all UK offices.
• Ensure customer data is recorded accurately and in a timely fashion into all appropriate telephony systems.
• To operate on a "First Time Fix" ethos, resolving the students enquiry 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.
• Support the development of the student journey by identifying and reporting back on issues and trends.
• 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.
• Identify and promote internal and external resources to students.
• Work flexibility as part of the wider Customer Services team and be available for occasional evening and weekend work, as required

Entry requirements

Essential Skills and Experience

• Able to communicate effectively, with empathy, by phone and in writing.
• Experience of working in a customer facing environment.
• Commitment to providing a first-class service to contacts.
• Experience of working positively and effectively with others.
• Able to receive and process information quickly and accurately under time pressure.
• Well-developed skills in organising self (tasks, priorities, and time)
• Proficiency in all Microsoft Office applications
• The ability to work in a fast-paced environment.
• Knowledge and experience in using a Switchboard system (desirable)
• Takes initiative and ownership, gets things done.

Other Information

• The Careers and Employability Administrator will also be expected to demonstrate their commitment:
• to GBS values and regulations, including equal opportunities policy.
• the GBS's Social, Economic and Environmental responsibilities and minimise environmental impact in the performance of the role and actively contribute to the delivery of GBS's Environmental Policy.
• to their Health and Safety responsibilities to ensure their contribution to a safe and secure working environment for staff, students, and other visitors to the campus.

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.

Skills required

• Customer care skills

Training to be provided

The successful candidate will complete a Customer Service Specialist Level 3 Apprenticeship standard: -

Level 3 Customer Service Specialist Standard
Functional Skills Level 2 in Maths - if applicable
Functional Skills Level 2 in English - if applicable

Things to consider

Starting salary of £18,000 progressing up to £25,000 upon completion + performance based bonus.

Excellent progression available within the company. The successful applicant will undertake more responsibilities as the Apprenticeship develops with a strong view to securing permanent employment on completion.

Location

1 Brindley Place,
Birmingham,
West Midlands,United Kingdom.
B1 2JB

Training delivery site:
Birmingham

At a Glance

Salary:
£ 18000per year

Working week:
Mon-Fri (Times TBC)

Duration:
18 Months