Customer Service Asst. Evening

Department: Customer Services Type of Contract: Permanent / Full Time  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. 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. 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. Work flexibility as part of the wider Customer Services team and be available for occasional evening and weekend work, as required.  Effective communicator, demonstrating empathy and clarity in both phone and written interactions, ensuring all voices are heard and respected. Experience in customer-facing environments, with a commitment to delivering inclusive, first-class service to all individuals. Proficient in all Microsoft Office applications, ensuring efficient use of technology in everyday tasks. Experience with telephony and ticketing systems, ensuring seamless and responsive customer service. Skilled at working towards set Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), consistently delivering results that align with organizational goals. 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  We are a vibrant and diverse family of committed staff bringing life-changing learning to a wider range of communities.  We take an inclusive approach to recruiting students, with an aim to widening access to higher education among groups currently under-represented in the sector. We believe that education is transformational and can make a fundamental difference to the individuals and communities we serve.