Job Description

Opportunity information



Salary 18000 per year

Duration 18 months

Advert closing date 21/09/2025



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, Middlesex, United Kingdom, UB6 0HE