Customer Services Advisor

Job Description

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.We work in two ways ? directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.These connections lead to an understanding of each others strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.Role PurposeThe post-holder will deliver effective, quality-driven first line service to customers, clients and stakeholders at the British Council Kuwait, ensuring the customers receive the information and services they need in a friendly, professional, efficient and responsive environment.They will understand the English Language needs of prospective Adult and Young Learner students and provide effective and persuasive guidance regarding their British Council study pathway, in order to support the achievement of Teaching Centre registration targets.Main Opportunities/ challengesThis role provides an opportunity to develop strong selling skills. Regular training opportunities will be provided, however an appetite and natural aptitude for sales is required. The post-holder will evaluate customers? level of English and understand their learning goals in order to recommend a particular study pathway appropriate to their level. Strong product knowledge and confidence in their ability to interpret customers? language level is a must. This position would appeal to candidates who prefer to specialise in a particular product area. Post-holders will benefit from the opportunity to focus on Teaching Centre customers and products and develop expertise in converting TC enquiries into sales.This post will work split shifts, usually from 09.15 to 13:15 and from 16:15 to 19:15. Our working days are from Sunday to Thursday. However, the member of staff may work on weekends based on the rota assigned by the Customer Services Manager.During busy periods of registrations there may be longer hours involved which will be compensated with TOIL/overtime as specified by the Customer Services Manager.Main AccountabilitiesTeaching Centre and Exams sales activities

• Handle English Learning and Exams enquires according to agreed British Council standards to convert enquires into registrations
• Create accounts, book students for consultations, courses and Exams on British Council Systems (e.g. TCMS, ORS, CRM)
• Share customer feedback and insight with CSM, Teaching Centre and Marketing
• Make evidence-based recommendations to improve sales conversion rates
• Ensure agreed customer management and compliance processes are followed
• Acquire and maintain an excellent level of product knowledge

Conduct Teaching Centre consultations

• Review learning plan and desires with customer and discuss key points according to CS standards.
• Conduct speaking assessment to evaluate customer?s final language level, considering their written sample and learning goals according to agreed assessment guidelines.
• Outline recommended study plan to suit customer?s needs
• Advise customer on available courses using live system data
• Register customer into desired course and take payment according to cash-handling policy
• Complete post-consultation administration according to agreed guidelines.
• Follow up with customers ensuring the customer services excellence and building a strong relationship and rapport with them.

Customer Care

• Greet current prospective students, parents, Exams candidates and other customers in a warm, professional manner
• Deal with ?first level? customer complaints and suggestions to agreed standards
• Handle other enquiries (e.g. for Education and Arts events) according to agreed standards

Compliance

• Follow shift handover procedures in line with agreed system
• Register exam candidates as per examinations board guidelines
• Handle cash including fines, charges for services, membership charges according to corporate standards
• Maintain the usage of the Exams logbook for collection of statements and certificates
• Carry out daily reconciliations of cash collected before hand over to accountant

Perform other front-line Customer Service work as required. Duties include but are not limited to, the following:

• Assist at offsite events where Customer Service support is required
• Ensure the front of house and consultation areas suitably stocked with up-to-date display and promotional materials
• Provide verification services for UK certificates
• Conduct telephone-based surveys or gather other customer data
• Regularly observe Teaching Centre classes and/or visit Exams venues.
• Conduct outbound calls improving teaching centre and exams sales.

About You (essential requirements for the role):

• B2 level English
• B2 level Arabic
• High School Certificate
• One year experience in a sales-focused role

Desirable requirements

• Native Arabic speakers
• University degree
• British Council product knowledge
• Experience working in academic or educational environment

Further Information

• Customer Services Adviser Req ID: 33147
• Number of positions : 4
• Pay Band: 4/H
• Salary: 500KWD
• Contract type: Fixed term local contract for one year
• Location: Kuwait
• Closing date and time: 22 September 2022 (23.59 Gulf Standard Time)

Applicants must have the legal right to work in the country. Applicants with a valid residence visa in Kuwait are eligible to apply for the post.Please note that all applications should be submitted only in English.It is advisable to apply in advance to avoid any technical issues at the last moment.A connected and trusted UK in a more connected and trusted world.Equality , Diversity, and Inclusion(EDI) StatementThe British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.The British Council iscommitted to safeguarding children, young people and adults who we work with.We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council?s Safeguarding policies for Adults and Children.If you have any problems with your application please email askhr@britishcouncil.orgPlease note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ?ASK HR? email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.

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