Opportunity information
Salary £18000 per year
Duration 18 months
Advert closing date 25/07/2025
Description
As a Customer Service apprentice, you will be trained to provide excellent customer service by managing and responding to inbound queries from students. The role will offer a great opportunity to learn the fundamentals of customer service, telephony systems, and collaboration with internal teams.
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.
Entry requirements
Essential Skills and Experience
- Willingness to develop strong communication skills, both on the phone and in writing.
- A positive attitude toward learning active listening, oral, and written communication skills to interact with a diverse student and staff population.
- An interest in gaining experience in a customer-facing environment.
- A commitment to delivering excellent customer service.
- A proactive approach to learning problem-solving, with the ability to analyse and resolve issues under supervision.
- Ability to process information accurately and efficiently as part of a fast-paced team.
- A desire to develop organisational skills, including managing tasks, time, and priorities.
- Willingness to learn and work with Microsoft Office applications.
- Ability to meet targets and goals, with training and support.
OTHER INFORMATION
As an apprentice, you will be expected to:
- Actively participate in learning and adhere to the values of GBS, including its commitment to equal opportunities.
- Support GBS's environmental and social responsibilities, contributing positively to the workplace.
- Be mindful of Health and Safety responsibilities to ensure a secure environment for all staff, students, and visitors.
- Be flexible as the role evolves, taking on new duties under supervision as required.
This role offers hands-on learning and development in customer service, helping you build a foundation for future career opportunities.
Training to be provided
The successful candidate will complete a Customer Service Specialist Level 3 Apprenticeship standard.
Things to consider
Starting salary of £18,000.
Skills required
Array
Future prospects
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.
Hours per week 40
Working week Mon-Fri
Apprenticeship standard Customer service specialist (Level 3)
Greenford, Greater London, England, UB6 0HE
