Customer Service Officer Apprentice - Greenford (1)
GLOBAL BANKING SCHOOL LTD
Greenford (UB6 0HE)
Closes in 21 days (Monday 1 June 2026)
Posted on 11 May 2026
Contents
Summary
The Customer Service Officer is to provide a highly professional efficient customer service by answering and managing Inbound calls promptly and efficiently. Enduring the resolution of customers (student) enquiries.
- Wage
-
£18,000 a year
- Training course
- Customer service specialist (level 3)
- Hours
-
Mon-Fri (Times TBC)
40 hours a week
- Start date
-
Monday 8 June 2026
- Duration
-
1 year 6 months
- Positions available
-
1
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
Main Responsibilities
- Handling inbound and outbound queries from multiple channels, including telephone and email, across all UK offices.
- Ensure customer data is recorded accurately and in a timely fashion into all appropriate telephony systems.
- To operate on a “First Time Fix” ethos, resolving the student's enquiry at first point of contact, and for more complex enquiries, manage these effectively through our SysAid student service portal.
- Providing a high-quality student service offering, conducting all activities within operational SLA’S.
- Support the development of the student journey by identifying and reporting back on issues and trends.
- Supporting and working in collaboration with the wider Customer Services team, with tasks and carry out ad-hoc requests and projects that are in line with your skill and capability.
- Identify and promote internal and external resources to students.
- Work flexibility as part of the wider Customer Services team and be available for occasional evening and weekend work, as required
Where you'll work
Greenford Rd
Greenford
UB6 0HE
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
METAGEDU APPRENTICESHIPS LTD
Training course
Customer service specialist (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
- Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
- Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
- Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
- Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
- Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
- Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
- Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
- Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
- Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
- Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
- Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
- Service Improvement: Make recommendations based on your findings to enable improvement
- Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Training schedule
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
Requirements
Essential qualifications
GCSE or equivalent in:
- Maths (grade 4-9)
- English (grade 4-9)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Administrative skills
- IT skills
- Team working
Other requirements
Starting salary of £18,000 progressing up to £25,000 upon completion + performance-based bonus.
About this employer
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.
After this apprenticeship
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.
Ask a question
The contact for this apprenticeship is:
METAGEDU APPRENTICESHIPS LTD
The reference code for this apprenticeship is VAC2000030794.
Apply now
Closes in 21 days (Monday 1 June 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.