Exams Customer Services Officer

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.Payband:4Positions:2Location:LahoreDuration: One Year Fixed-Term ContractDepartment:English and Exams (Customer Services)Closing Date: Application will close by 15 November 2022, 23:59 PST TimeRole PurposeThe post-holder will deliver effective, quality-driven first line service to customers, clients and stakeholders at the British Council Pakistan, ensuring that customers receive the information and services they need in a friendly, professional, efficient and responsive environment.To provide efficient integrated customer services on the full range of British Council?s activities & services and manage a team of professional customer service representatives who provide services adhering to Customer Service Excellence standards in all contacts with customers to achieve country strategic objectives and achieve maximum impact with our target audiencesMain AccountabilitiesSales function

• Build, lead and motivate the Sales and Customer Management team at CC to achieve and exceed new sales and income generation targets and IELTS conversion KPIs
• Work closely with BD and Marketing teams to develop and execute sales strategies, plans and processes in line with the country and regional plans
• Monitor and review daily sales performance through conversion rates at all stages of the sales funnel for all products and to ensure that the team and individual sales targets are met / exceeded
• Enable smooth tracking of sales activity, ensure recording of data on CMS is in line with corporate guidelines and that sales performance reports and dashboards are prepared as per agreed format
• Continuously review the customer journey to identify business opportunities and drive sales orientation within the team
• Lead the quality review process for Front of house and support audits for contact centre with aim of improving conversion and experience
• Ensure that Customer Service teams comply with Income Recognition, Recording and Reporting processes for all income

B2B Customer Service Management

• Run the day-to-day operation of British Council Customer Services in accordance with corporate standards and policies
• Map the B2B Customer Journey, measuring the customer experience regularly to make improvements
• Own the voice of B2B customer which entails regular monitoring and reporting data and customer trends gathered through a range of methods including quality monitoring weekly exercises, Customer Effort Survey, Mystery Shopping exercises and customer focus groups. This data gathered should be used to inform business planning targets and marketing decisions as well as improve the overall customer experience
• Monitor performance and service quality of service partners and delivery teams on an on-going basis and ensure adequate controls are in place
• Act as the B2B Complaints Manager for the country and ensures that the Complaints Policy is adhered to consistently across all centres
• Analyse and understand complex customer services issues and provide timely management information to Pakistan Leadership team for business-planning, decision-making and/or the development of new or improved customer services policies and practices
• Ensure that there is a BCP in place and that it is annually reviewed to ensure it encompasses relevant customer service-related scenarios
• To support efficient Information flow from various sectors and ensure that the team members are adequately briefed for handling first level enquiries
• To ensure that the information and Frequently Asked Question?s documents are constantly updated and available at the customer facing point
• Developing mechanisms for proactively seeking customer feedback and improving complaint handling
• Effective project management of customer services initiatives and achieving better results through constant monitoring and evaluation. Work on local and regional initiatives that will drive customer behaviour towards self-serve
• Manage social media inquiries and complaints in an effective manner to create better customer experience
• Managing customer expectations through social media, online channels and ensuring online customer journey creates long lasting customer experience

Work collaboratively with other stakeholdersOperations & BI

• To manage the day-to-day operations of integrated customer services and monitor call centre to ensure that, agreed British Council customer experience is consistently delivered
• To work with the Manager Customer Services on local and regional initiatives that will drive customer behaviour towards self-service
• Support Manager Customer services for investigating and resolving complex customer complaints in a timely manner in line with Customer Management framework (CMF). Handling escalation and complaints as per the defined British Council enquiry and complaints management standards
• To manage social media enquiries and complaints in an effective manner to create better customer experience

Schools Partnerships

• Ensuring accurate customer data and information is being maintained and analysing key customer data to determine customer satisfaction level
• Identifying areas of low customer satisfaction and support relevant Exams teams in determining process, service and product improvements in order to improve satisfaction levels
• Manage the operational delivery of customer management strategy, ensuring that the function is adequately resourced and equipped to meet the required objectives.

Marketing

• Work closely with Marketing on lead generation strategies
• Provide feedback on British Council campaigns and promotions aimed at raising brand awareness and sales conversions
• Maintain a clear understanding of customer needs / preferences, threats and opportunities in the external environments and keep Management and the Marketing team informed

Call Center

• Supervise the customer support workflow by monitoring customer interactions and setting and adjusting staffing requirement

• Delivering training to exams staff and venue staff on customer services soft skills
• Training Contact Centre Staff on Exams products, soft skills and Child Protection
• Deliver customer service soft skills training to wider teams as required

Equal Diversity and Inclusion

• Ensure the needs of our diverse customers are met in line with our EDI policy

GDPR

• Observe and ensure compliance to Global Data Protection Regulations (GDPR) in the delivery of service to customers

Safeguarding

• Ensure strict application ofSafeguardingprotection implementation standards in planning, implementation and monitoring in exams as perSafeguardingPolicy and to escalateSafeguardingissue to theNational Safeguarding lead, Pakistan.
• The post holders must ensure that his/her behaviour is in line withSafeguardingcode of conduct with interacting with childrenand adults.

Role specific requirements:

• Bachelors Degree
• Minimum2 years experience
• Ability to interpret policies/procedures
• Attention to detail.
• Risk assessment capabilities.
• Communication skills.
• Report writing.
• Asking the right questions.

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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