Customer Service Officer - Telephony; Weekday​/Weekend

Join to apply for the Customer Service Officer - Telephony (Weekday/Weekend) role at GEDU Global Education.

Department: Customer Services

Location: Greenford

Type of

Contract:

Permanent – Full Time (Weekend and weekdays)

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 Customer Services (Telephony) Officer is responsible for providing highly professional, efficient customer service by answering and managing inbound calls promptly. The role involves identifying caller requirements and, where possible, resolving enquiries at first contact. In more complex scenarios, the officer progresses the enquiry using our internal ticketing system and wider internal colleague collaboration, while projecting the company’s image in a courteous and helpful manner.

• Monday – Wednesday: 9am – 6pm
• Saturday – Sunday: 9am – 5:30pm
• Thursday – Friday: OFF

This role is not eligible for visa sponsorship!

• Handling inbound and outbound queries from multiple channels, including telephone and email, across all UK offices.
• Operating on a “First Time Fix” ethos, resolving students’ enquiries at first contact; for more complex enquiries, managing them effectively through our Sys Aid student service portal.
• Providing a high quality student service, conducting all activities within operational SLA’s.
• Supporting and collaborating with the wider Customer Services team, carrying out ad‑hoc requests and projects aligned with your skill and capability.
• Applying sensitivity and discretion when dealing with confidential information and referring more complex issues to specialist staff.
• Maintaining flexibility as part of the wider Customer Services team, being 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.
• Exceptional interpersonal skills, including active listening and strong oral and written communication, with the ability to engage effectively with students and staff from culturally and linguistically diverse backgrounds.
• Experience in customer‑facing environments, with a commitment to delivering inclusive, first‑class service to all individuals.
• Proven ability to work collaboratively and positively with others, demonstrating strong problem‑solving skills and the ability to analyse, follow up, and resolve issues in a timely manner.
• Ability to quickly and accurately process information even under time constraints, while maintaining high standards of accuracy.
• Strong organisational skills, adept at managing tasks, priorities, and time effectively to meet diverse needs.
• Proficient in all Microsoft Office applications, ensuring efficient use of technology in everyday tasks.
• Ability to thrive in a fast‑paced environment, adapting to changing priorities and demands.
• Experience with telephony and ticketing systems, ensuring seamless and responsive customer service.
• Proactive in taking initiative and ownership, driving tasks to completion with a focus on positive outcomes.
• Skilled at working towards set Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), consistently 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 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

GBS is a dynamic and fast‑growing higher education provider with campuses across the UK. 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. If you’re looking to make a real difference with your next career move, why not join us.