Opportunity information
Salary £18000 per year
Duration 18 months
Advert closing date 09/07/2026
Description
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.
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.
Skills required
Array
Future prospects
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.
Hours per week 40
Working week Mon-Fri (Times TBC)
Apprenticeship standard Customer service specialist (Level 3)
Birmingham, West Midlands, United Kingdom, B1 2JB
