Customer Service Apprentice - Greenford

Main Responsibilities

Learning to handle inbound and outbound queries via telephone and email across UK offices. Assisting in recording customer data accurately in all relevant telephony systems. Developing the ability to resolve student enquiries at the first point of contact ("First Time Fix") and learning how to manage complex enquiries through the SysAid student service portal. Training to provide high-quality service while adhering to operational Service Level Agreements (SLAs). Supporting the wider Customer Services team by helping identify issues and trends in student enquiries, reporting these back to supervisors. Collaborating with the team on various tasks and ad-hoc projects. Learning to identify internal and external resources that may help students. Understanding how to handle confidential information with discretion and escalate more complex issues to specialist staff. Working flexibly, occasionally assisting with evening or weekend shifts, under supervision.

 

Training:

The successful candidate will complete a Customer Service Specialist Level 3 Apprenticeship standard: -

Level 3 Customer Service Specialist Standard
Functional Skills Level 2 in Maths – if applicable
Functional Skills Level 2 in English – if applicable

Training Outcome:

Excellent progression available within the company. The successful applicant will undertake more responsibilities as the Apprenticeship develops with a strong view to securing permanent employment on completion.

Employer Description:
Global Banking School (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. Applying evidence-based research and corporate case studies to classroom learning, we provide higher education that has real impact and real world relevance.

Working Hours :
Mon-Fri (Times TBC)

Skills:
Communication skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Administrative skills,IT skills,Team working