Customer Service Officer (Telephony) – Greenford
London, United Kingdom
Job Description
The Customer Services (Telephony) Officer provides highly professional customer service by answering and managing inbound calls, resolving student inquiries, and escalating issues through our ticketing system.
This role is not eligible for visa sponsorship.
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.
Responsibilities
- Handle inbound and outbound queries across all UK offices.
- Resolve student enquiries at first contact when possible; manage complex enquiries via SysAid.
- Provide high quality service in accordance with SLAs.
- Collaborate with the wider Customer Services team on ad‑hoc requests and projects.
- Maintain confidentiality and refer complex issues to specialists.
- Work flexible hours, including occasional evenings and weekends.
Qualifications
- Effective communicator with empathy and clarity in phone and written interactions.
- Exceptional interpersonal skills; ability to engage diverse student and staff backgrounds.
- Experience in customer‑facing roles committed to inclusive, first‑class service.
- Ability to collaborate positively, analyse and resolve issues timely.
- Accurately process information under time constraints with high accuracy.
- Strong organisational skills, managing tasks and priorities efficiently.
- Proficiency in Microsoft Office.
- Adaptability to fast‑paced environments and changing priorities.
- Experience with telephony and ticketing systems.
- Proactive ownership, driving tasks to completion.
- Ability to meet KPIs and SLAs consistently.
Benefits
- 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.
- Reward and recognition programme.
- £500 employee referral scheme.
- Discretionary annual performance bonus.
- Specavers eye‑care vouchers.
- Access to a TOTUM discount card and eligibility for a Costco membership.
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