Customer Service Officer - Stratford

Global Banking School; Stratford-upon-Avon; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading higher education provider seeks a Customer Service Officer to ensure students receive timely support and responses. The role involves providing administrative assistance, managing confidential information proficiently, and collaborating across teams to enhance the student experience. Ideal candidates should hold a degree, demonstrate excellent communication skills, and possess problem-solving abilities for efficient issue resolution.

Benefits

25 days annual leave, plus 8 public holidays

Workplace pension scheme

Tuition reimbursement for career development courses

Flexible Benefits: Cycle to Work, Workplace Nursery

£500 award employee referral scheme

Discretionary annual performance bonus

Qualifications

• Degree or equivalent qualification reflecting a strong foundation.
• Exceptional communication skills, engaging effectively with diverse backgrounds.
• Proficient in Microsoft systems and general IT applications.

Responsibilities

• Provide high-quality student administration and advice on campus.
• Respond to enquiries via email, phone, and in-person promptly.
• Work flexibly as part of the Customer Services Team.

Skills

Interpersonal skills

Communication skills

Organisational skills

Problem-solving abilities

Education

Degree or equivalent qualification

Tools

Microsoft systems

Job description

Department:BIU & Customer Services

Location: East London -Stratford

Type of Contract:Permanent

About Us:GBS is a higher education provider offering a range of sector-relevant courses across ten campuses in London, Birmingham, Leeds and Manchester. Working in partnership with several of the UK’s leading higher education providers, we deliver vocational, undergraduate and postgraduate programmes in finance, accounting, business, construction, tourism, healthcare – and more.

Our Vision:Changing Lives through Education

The Role: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 organisation 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.

This role is not eligible for visa sponsorship!

What the role involves:

• Providing 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.
• Responding to enquiries from students, providing detailed responses to their enquiries about the types of support available.
• Apply sensitivity and discretion when dealing with confidential information and confidently refer more complex issues to specialist staff.
• Respond with speed and accuracy to email, phone, and in-person enquiries.
• Work flexibly as part of the Customer Services Team and be available for occasional evening and weekend work as required.

About You:

• Degree or equivalent qualification, reflecting a strong foundation in relevant academic or professional disciplines.
• Exceptional interpersonal, oral, and written communication skills, with the ability to engage effectively with students and staff from culturally and linguistically diverse backgrounds.
• Strong written communication abilities, including a professional and inclusive telephone manner.
• Proven ability to prioritise tasks and manage competing work demands to meet deadlines efficiently and effectively.
• Meticulous attention to detail, ensuring accuracy and quality in all administrative tasks.
• Strong organisational and administrative skills, contributing to smooth and efficient operations. Job Description
• Excellent problem-solving abilities, with the capacity to analyse issues, follow up, and implement effective resolutions in a timely manner.
• Proficient in Microsoft systems and general IT applications, with the ability to leverage technology to enhance productivity and inclusivity.
• Capable of working to established KPIs and Service Level Agreements, consistently delivering high-quality outcomes.

What we offer:

• 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
• Tuition reimbursement for career development courses
• Flexible Benefits: Cycle to Work, Workplace Nursery, Techscheme and much more
• Perks@Work discounts platform, wellbeing centre and much more
• Reward and recognition programme
• £500 award employee referral scheme
• Discretionary annual performance bonus

“GBS has been a good place for professional growth. I have received great support from managers and colleagues who have encouraged me to develop new skills and take on more senior roles. Their mentorship has been invaluable to help me advance in my career.”

— Barbara Vargas(Professional Services Employee)

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.

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