Customer Service Adviser - NPW - British Council
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22-10-2024
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Job Description
Customer Service Adviser NPW
Date: 16 Oct 2024
Location: Muscat Middle East and North Africa OM
Company: British Council
We support peace and prosperity by building connections understanding and trust between people in the UK and countries worldwide.
We work directly with individuals to help them gain the skills confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas to learn English to get a highquality education and to gain internationally recognised qualifications.
Working with people in over 200 countries and territories we are on the ground in more than 100 countries. In 202122 we reached 650 million people.
We work directly with individuals to help them gain the skills confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas to learn English to get a highquality education and to gain internationally recognised qualifications.
Working with people in over 200 countries and territories we are on the ground in more than 100 countries. In 202122 we reached 650 million people.
Contract: Hourly Paid (NonPermanent Worker)
Location: Oman Muscat
Start Date: November 2024
Company: British Council Oman
Role Purpose
The postholder will deliver effective qualitydriven first line service to customers clients and stakeholders at the British Council Oman ensuring the customers receive the information and services they need in a friendly professional efficient and responsive environment.
Role Context
- This 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 be required to work on split shift basis in one or across two locations.
- The post holder will be expected to work on rotational shift basis with at least 3 evening shifts per week.
- The post holder will be expected to have nonconsecutive days off and to work during weekends on some occasions.
- This role supports the Exams Business plans in particular its B2C sales plan (and targets) and contributes to its achievement in Oman.
Main Accountabilities
Examinations sales activities
- Handle Examinations enquiries according to agreed British Council standards to convert enquiries into registrations.
- Create accounts book students for consultations courses and Examinations on British Council systems (e.g. TCMS ORS Salesforce).
- Share customer feedback and insight with the Customer Services Manager Marketing departments.
- Make evidencebased recommendations to improve sales conversion rates.
- Ensure agreed customer management and compliance processes are followed.
- Acquire and maintain an excellent level of product knowledge.
- Register customer into desired course/Test and take payment according to cashhandling policy.
- Complete postconsultation administration according to agreed guidelines.
- Deliver accurate information to customers and manage their expectations to ensure a smooth customer journey.
- Support the delivery of examination services / products through leading on contact registration and pay and posttest activities to defined quality standards in order to meet customer needs and support the delivery of the incountry Examinations Business Development Plan.
- Coordinate with other Exams team members on an ongoing basis to ensure a seamless customer journey. This includes timely escalation of unresolved complaints to the concerned teams.
Customer Care
- Greet current and prospective students parents examination 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 examination candidates as per examinations board guidelines.
- Handle cash including charges for services membership charges according to corporate standards.
- Maintain the usage of the examination logbook for collection of statements and certificates.
- Carry out daily reconciliations of cash collected before hand over to accountant.
Perform other frontline 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 are suitably stocked with uptodate display and promotional materials.
- Provide verification services for UK certificates.
- Conduct telephonebased surveys or gather other customer data.
- Regularly observe Exams venues.
Minimum / Essential requirements for the role:
- High School Certificate
- 1 year experience in a salesfocused role
- 1 year Experience in a customer service role either face to face or over the phone
- Experience working in academic or educational environment.
Desirable requirements for the role
- University degree
- British Council product knowledge
Language Requirements
- B2 level English The British Council systems and global processes operate in English. Written and verbal proficiency in English is required.
- B2 level Arabic
Role specific skills
- Strong communication skills and proven ability to build rapport with customers.
- Sales skills
- Intermediate command of MS Excel Word and Outlook.
- Knowledge of Excel for data collection and collation.
British Council core skills
- Communicating & Influencing (Level 2) Displays good listening writing and speaking skills setting out logical arguments clearly and adapting language and form of communication to meet the needs of different people/audiences.
- Analysing data and problems (Level 1) Able to break down problems into a list of tasks to be done and decide on appropriate action.
- Using technology (Level 1) Able with adjustments if necessary to use office software and British Council systems to do the job and manage documents or processes.
- Planning & Organizing (Level 1) Able to plan own work over short timescales for routine or familiar tasks and processes.
British Council values and behaviours
British council values and behaviours are applicable across our organisation in all roles and at all levels. They are important because they say what we stand for at the British Council and help us to deliver our strategy. We use them to guide our decision making as well as guiding how we treat one another and the people we work with. These will be assessed in the selection process. Our values are: Open and Committed; Expert and Inclusive; Optimistic and Bold.
The behaviours for each values pair can be found on our Intranet SharePoint site for internal staff and at our Careers portal for external applicants.
Further Information
- Role: Customer Service Adviser
- Number of positions: 02
- Department: English and Exams (CS)
- Location: Muscat Oman
- Contract type: Hourly Paid Service Agreement
- Contract duration: Estimated to start November 2024 for one year.
- Other: This role is open to only Omani candidates.
- Background checks: Selected candidate will undergo appropriate police checks and must obtain three satisfactory references.
- Closing date: 23 October 2024
Notes
- 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) Statement
The 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 underrepresented 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 is committed 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 Councils Safeguarding policies for Adults and Children.
If you have any problems with your application please email confidential
Please 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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