Customer Service Officer - Telephony

Customer Service Officer – Telephony – GEDU Global Education

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.

Changing Lives through Education.

Customer Services (Telephony) Officer is to provide a highly professional, efficient customer service by answering and managing inbound calls promptly and efficiently. The role holder identifies the caller’s requirements, and where possible resolves the enquiry at first point of contact. In more complex scenarios the role progresses the enquiry using internal ticketing and colleague collaboration, managing calls professionally and providing accurate information while projecting the Company’s image in a courteous, helpful manner.

• Monday‑Friday: 9am‑6pm

• Handling inbound and outbound queries from multiple channels, including telephone and email, across all UK offices.
• Operate on a “First Time Fix” ethos, resolving students’ enquiries at first point of contact, and for more complex enquiries, manage through our Sys Aid student service portal.
• Providing a high quality student service offering, conducting all activities within operational SLAs.
• Supporting and working in collaboration with the wider Customer Services team, taking on ad‑hoc requests and projects in line with skill and capability.
• Applying sensitivity and discretion when dealing with confidential information and referring more complex issues to specialist staff.
• Flexibility: 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.
• Exceptional interpersonal skills, active listening and strong communication, engaging effectively with culturally and linguistically diverse students and staff.
• Experience in customer‑facing environments, committed to delivering inclusive, first‑class service.
• Proven ability to work collaboratively, problem‑solve, analyse, follow up and resolve issues timely.
• Ability to process information quickly and accurately under time constraints.
• Strong organisational skills, managing tasks, priorities and time effectively.
• Proficient in Microsoft Office applications.
• Ability to thrive in a fast‑paced environment, adapting to changing priorities.
• Experience with telephony and ticketing systems.
• Proactive, taking initiative and ownership, driving tasks to completion.
• Skilled at working towards KPIs and SLAs, delivering results that align with organisational 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 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 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.

Entry level

Full‑time

Other

Education