Purpose of job:
To contribute to the smooth running of the British Council’s teaching and exams operations in Mozambique by delivering high quality customer service as part of a larger team that is in line with corporate standards and policies. The postholder will be the first point of contact for visitors, providing information about our services, taking payments, receiving incoming calls and forwarding them to other colleagues. You will also manage client accounts, our client database and deliver any related administrative, financial and marketing activities, demonstrarting the highest standards of customer service at all times.
The role requirements
Accountabilities, responsibilities and main duties:
The post holder will be accountable to the Customer Service Manager (CSM) and will be responsible for providing customer service and administration support to Teaching Centre and Exams as part of a team who all have a collective responsibility to deliver British Council services to the highest standard. S/He will lead on the British Council’s Facebook posts and SOLAS website updates.
· To provide a consistent and positive customer experience in line with Mozambique’s Customer Service Strategy and relevant corporate standards and polices.
· To provide energy and purpose in following the Marketing Action Plan and Academic Quality Plan in agreement with the CSM and Academic Manager (AM) with a view to achieving annual student numbers and income targets.
· To handle first level enquiries received in person, by email or telephone on relevant aspects of the British Council’s activities / products, in a friendly and professional manner, in line with Customer Service standards and, forward all 2nd level enquiries to relevant colleagues, ensuring they are attended to within specified timelines.
· To update and maintain standard responses and other information for enquiry handling and send out information by mail or telephone about British Council activities.
· To carry out all reception and registration duties as required by CSM and AM in line with relevant corporate standards and policies.
· To participate in British Council activities as and when they occur, providing an effective presence, and ensuring that our requirements are met whenever activity takes place.
Administration duties including (but not limited to):
· To register / reserve / waitlist students in appropriate classes and details are entered on Campus and TCMS (once rolled-out in Mozambique) accurately, in a professional and friendly manner.
· To create classes, print Campus registers and make-up register folders, ensuring these are ready for teachers by the start of the class.
· To support the delivery of examination services / products (E.g. processing exam applications) to internal and external customers to defined quality standards, in order to meet customer needs, support the delivery of the In-Country Examinations Business Development Plan and, to enable the Council to meet its corporate objectives.
· To cross-sell relevant British Council services and products where appropriate.
· To record all forms of customer data and records accurately (E.g. EPRR dashboard activities) to meet corporate CS standards (E.g. Customer Management Framework, Mystery Shopping).and inform strategic decision-making.
· To be responsible for recording and maintaining promotional material; order promotional material for all Teaching Centre activities, supporting the effective implementation of the BC’s corporate brand identity to required standards.
· To ensure ad-hoc helpers / ambassadors / interns are adequately trained & updated to deliver excellent customer service.
· To check front of house displays / noticeboards / display stands and classroom notices daily.
· To maintain an up-to-date contact database of all our customers, in relevant segments, within the agreed contacts spreadsheet.
· To distribute, collect and collate satisfaction surveys for all regular public courses into the agreed documentary scorecard management system to agreed timings and standards.
· To attend an agreed schedule of regular customer service meetings and draft the minutes to the agreed standard.
· To check the Customer Feedback box daily, responding to all feedback and customer comments and, where necessary, forwarding to relevant colleagues, ensuring they are attended to within specified timelines.
· To actively seek new business partners to expand British Council market capture in Mozambique
· Manage a portfolio of Business Partners following CRM guidelines and procedures and regularly report on activity.
· To follow-up on teaching centre aged-debt – chase up debtors, complete weekly updates and provide commentary, including the Aged-debtors Report, to the Customer Services Manager and Head of Finance prior to FCCF meetings.
· To collect and report money collected from customers for placement tests / courses / books / examination registrations and other products / services on a daily basis according to FCCF and audit requirements, through cash desks and by issuing receipts for all income received; reconciliation and, processing refunds. Cash desks must be balanced and closed with actual received income accurately.
· To record all corporate clients, sponsored students and all RPC students on Campus.
· To invoice corporate clients and exercise meticulous record keeping within the agreed documentary frameworks including daily updates to key management tools such as the Client Relationship Management (CRM) spreadsheet..
The Customer Services team plays a crucial role forming the link between the public and the rest of our operation. The first impression most of our customers form about the British Council is gained from the customer experience delivered by the Customer Services Team. Effective, efficient communications and the building of effective relations is therefore a priority for this post.
Internal: Customer Services Team, Customer Services Manager, Academic Manager, Teachers, ExamsOfficer, Finance and Resources team, and Country Director.
External: Individual learners and parents, existing and potential corporate clients, exam candidates, visitors and other stakeholders.
Other important features or requirements of the job:
· Given that the Teaching Centre is open on Saturday mornings for young learner classes, regular weekend working will be required.
· Time Off In Lieu (TOIL) should be agreed with the line manager in advance to maintain an adequate work-life balance.
· A willingness to develop and grow skills and experience through training, collaboration with colleagues and initiative.
· Ensure safeguarding and guidelines are applied and upheld in line with standards and policy for the following areas:
· Child Protection
· Equal Opportunity and Diversity
· Health and Safety
· Information Knowledge Management
Short-listing is carried out against the essential knowledge, skills, qualifications and experience as specified in the Role Profile which accompanies this. This is an indefinite contract.
For further information please view the documents below:
British Council Core Skills.pdf
British Coucil Behaviors.pdf
Applications for this vacancy are to be made online. The closing date is 7 June 2017
The British Council is committed to a policy of equal opportunity and is keen to reflect diversity of UK society at every level within the organisation. We welcome applications from all sections of the community. We guarantee an interview to disabled candidates who meet the essential criteria. British Council appointments are contingent on thorough checks. In the UK, and where appropriate systems exist overseas, these include Criminal Records checks.