• Job Description

  Req#: 43034

  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 high-quality 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 2021–22 we reached 650 million people.

  Role Purpose

  The overall objective of a Contact Centre Consultant is to support to build and manage a highly performing Contact Centre team that delivers best in class customer experience across British Council English Language Teaching and Exams services and meets British Council Key Performance Indicators (KPIs), business targets and objectives in Sri Lanka. The Contact Team handles not only telephone calls but also other communication channels, such as e-mail, live-chat and social media. Customer contact is seen as an opportunity to build relationship with enquirier by coaching supporting and partnering with them in achieving their goals and maximising business opportunities.

  Main Accountabilities:

  Day to Day Customer service delivery

  • Provide a consistent and positive customer experience in line with the Global Customer Service Strategy and relevant corporate standards and polices..

  • Handle first and second level enquiries received across channels on relevant aspects of the British Council’s activities / products, in a friendly and professional manner, in line with Customer Service standards and ensure they are attended to within specified timelines

  • Ensure the standard response bank is regularly refreshed to respond to customer queries

  To ensure that dress sense and tone of voice is representative of the organisational brand values and standards

  • Participate in British Council activities as and when they occur, providing an effective presence, and ensuring that corporate requirements are met whenever activity takes place

  • Record all forms of customer data and records accurately via agreed online and offline tools

  • Contribute to the Voice of the Customer programme by regularly sharing weekly insights and comments gathered from customers through formal and informal channels

  • Maintain an up-to-date contact database of all our customers, in relevant segments, within agreed CRM procedures

  • Support delivery of high quality, up to date training and testing for young learners and adults and ensure that at all times, interactions are as per Teaching Centre standards and Corporate Child protection and Safe-Guarding policies

  • Responsible for building own professional and product knowledge development through interaction with product managers and using learning portal

  Sales

  • Build rapport with prospective customers to gain understanding and information to respond to their specific needs and requirements

  • Capture all opportunities on CRM and send proactive communication to candidates to nurture leads as per process agreed with business

  • Maximise opportunities for cross-selling and up-selling

  Support to Teaching Centre

  • To follow tasks listed in the Marketing Action Plan and Academic Quality Plan in agreement with the CSM and Teaching Centre Manager with a view to achieving student and test-taker numbers and income targets

  • Collect and collate customer insights from regular interaction with prospects , students and test takers for all regular public courses into the agreed documentary scorecard management system to agreed timings and standards

  Support to Exams

  • Support the delivery of examination services / products through leading on contact, registration and pay and post-test activities to defined quality standards, in order to meet customer needs and support the delivery of the in-country 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

  • Manage social media inquiries and complaints in an effective and brand-appropriate manner to create - better customer experience.

  • Contribute directly to customer service indicators such as customer feedback, mystery shopping and customer effort assessment scores for the Exams centre

  • Manage data-entry on British Council exams systems such as ORS / SRS for candidate registrations with 100% accuracy

  Minimum/essential Requirement-

  Higher Diploma and/or equivalent professional experience

  • Comprehensive, proven experience as a customer service/ sales executive

  • Thorough understanding of marketing and negotiating techniques

  • Fast learner and passion for customer service and sales

  • Self-motivated with a results driven approach

  Desirable Requirement:

  Customer Service Professional Qualification Relevant qualification or training undertaken in Sales

  • Hands-on experience with CRM software is a plus

  • One year of Customer Services and Sales/ Tele Sales experience preferably in the service industry.

  Further Information

  • Number of positions: 1
  • Employment Type: Fixed term contract Local for 2 years
  • Location: Colombo - Sri Lanka
  • Grade: 4/ H
  • Deadline to receive applications: 7 September 2024 (23:59 Indian standard Time)

  
  

  Please note that all applications should be submitted in English only.
  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 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 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 Council’s Safeguarding policies for Adults and Children.

  If you have any problems with your application please email askhr@britishcouncil.org

  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.

• About the company

  The British Council is the United Kingdom’s international organisation for cultural relations and educational opportunities.

Notice