Purpose of job:

To deliver a positive experience to British Council customers and clients by delivering an effective,efficient, quality driven and integrated response on the full range of British Council activities and services delivered in Sudan, with a particular focus on our young learner teaching activity. 

Context and environment

The British Council Sudan is based in its Khartoum office and offers a full range of services, which include the provision of English language training, UK examinations, and a range of capacity building projects designed to support promote cultural relations between the UK and Sudan in the areas of Education, Art and Society.

The British Council has operated in Sudan since 1947 and its aim is to build cultural and educational relations between Sudan and the UK.

Accountabilities, responsibilities and main duties:

This post will involve the day to day management of all the Customer Service related tasks at the British Council office in Khartoum.  The post holder will be accountable for the delivery of high quality customerservice to all customers and clients to the standards prescribed in the British Council Customer Service Framework (CSF)

The main roles and responsibilities are stated below:

 Enquiry Handling:

·         Handling and supervision of all enquiries related to British Council activity in Sudan.

·         Ensuring the successful registration of candidates wishing to enroll for UK examinations and English language training programmes

·         Collecting, analysing & reporting on feedback received from customers according to agreed standards

 Managing Contact Channels:

·         To work as a member of a team of Customer Service Advisors, on a rota basis, to ensure that the operator and front desk is covered during working hours

·         To positively engage with customers, provide a professional level of service and tackle challenges and negative feedback to the agreed standards

·         To manage first level of complaints and be responsible for providing feedback within agreed timeframes

·         Develop a proactive approach to customer relationships by liaising effectively and frequently with customers and by ensuring effective and timely provision of service

·         Support the delivery of the monthly Management Forum through the registration of participants and handling of payment

·         Call Exams and Teaching Centre clients for booking confirmation or collections

·         Manage the marketing of British Council events through email invitations

·         Effective management of the British Council website and the social media pages according to agreed standards

·         Establish customer needs and pro-actively manage expectations

 Administration:

·         Update and place announcements and advertisements on the notice boards ensuring information remain up-to-date

·         Manage the information packs, files and brochures on the front desk ensure the stock is replenished as necessary

·         Prepare and issue ID cards for students registered for English language training.

·         Issue transfer receipts

·         Managing course cancellations and provide refunds as necessary

·         Manage all aspects of transactions conducted with DHL

·         Contact British Council vendors to inform them when payment is ready for collection

 Sales and product promotion:

·         Apply active listening with customers and use the information gained to improve relationships ensuring appropriate information is shared across the organization

·         Responsible for issuance of receipts for customers’ transactions over the front desk and their correct accounting into the British Council financial system

·         Cross sell and upsell all products of the British Council to customers and gather as much information to have a healthy database of customers

Young Learners focus:

·         Manage all marketing material related to Young Learners – printing, stocking and distribution.

·         Manage database/ system and follow up calls to parents for confirmation.

·         Manage and arrange parents meetings and distribution of welcome packs, books and home workbooks.

·         Coordinate scheduling of classes with teachers and all admin work related to it.

·         Coordinate and manage graduation ceremony, parents open day, certificates and reports  issuance and distribution.

·         Lead on related sales and marketing for Young Learners. Mass email send outs, company visits, school meetings, cross selling YL exams.

·         Liaise and lead on payments and issuance of POs for teachers and all admin related work.

 EO&D policy:

·         Be proactively involved in monitoring and implementing the British Council Equal Opportunities & diversity policy

 General:

·         Any other Customer Service related tasks requested by your line manager

·         Provide cover for Customer Service Manager in his/her absence

 Standards and References:

·         Customer Service Advisors are responsible for delivering all aspects of customer service to the standards prescribed within the British Council Customer Management Framework

 Key relationships:

The Customer Service team play a crucial role forming the link between the public and the wider British Council team working in Sudan. The first impression most of our customers form about the British Council is gained fromthe customer experience delivered by our Customer Service team.  The ability to communicate efficiently and effectively and build strong lasting relationships is therefore a priority for this post.

Other important features or requirements of the job:

· This role requires weekend work.  The post holder will work a Tuesday to Saturday working week with Sunday and Monday as the scheduled off days.

· The role requires a high level of interaction with young learners and their parents 

· The post holder must have high levels of both Arabic and English language. 

· High level of Arabic and English language (IELTS 6 or above equivalent) skills

Experience:
· At least 3 years working in a reputable client focused organisation

Qualifications:
· University Degree

• Start Date:1st April 2015
• Closing Date: 23:59 UK time 9th March 2015
• Vacancy Documents 
• British Council Behaviours

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. In line with the British Council’s Child Protection policy, any appointment is contingent on thorough checks. In the UK, and in other countries where appropriate systems exist, these include criminal records checks.