Exams Services Officer (Customer Service & Operations) – British Council

Purpose of job:

This role is a maternity cover for Examination Services Officers (Customer service & Operations), the role will ensure smooth and excellent customer service in every interaction with the British Council and contribute to the functional operations of examination services.

Accountabilities, responsibilities and main duties:

The post holder will be accountable to the Country Exams Manager for the successful progress and implementation of the following duties:

Effective Customer communication (including candidates and exam boards)

·          Handle enquiries & complaints; Collect and act on customer feedback.

·          Communicate the exam process (registration through to results) clearly to the customer.

·          Product knowledge – answer queries about the different products

·          Support market research and promotional activities for exams

Enquiry Handling and Managing Contact Channels:

·          Handle all online and face to face enquiries related to British Council activity in Botswana.

·          Ensure a courteous and efficient first point of contact with customer expectations exceeded.

·          Ensure customers are served quickly and customers have a positive experience of British Council.

·          Collect and ensure up to date knowledge of all British Council programmes

·          Develop a proactive approach to customer relationships management

·          Manage first level of complaints and be responsible for providing feedback within agreed timeframe

·          Effectively manage the British Council website and the social media pages

Reporting, Monitoring and Evaluation

·          Compile monthly statistics on customer flow and send report to the management team

·          Solicit, collect, analyse & report on customer feedback according to agreed standards

·          Ensure all customer service points reflect brand and corporate values

Marketing Communications

·          Assist the coordination and production of online and hard copy materials

·          Assist in the coordination and implementation of British Council events

Contribute to effective, compliant financial processes and accurate financial information

·          Prepare reconciliations for professional exams ready for checking by ESM

·          Raise, goods receipt timely and accurate PO’s / Sales Orders.

·          Check invoices and credit notes.

·          Support in planning/forecasting/monitoring/managing budgets and entering data on SAP.

·          Prepare all other exams products cash flow forecast and accruals except for IELTS for checking

·          Provide day to day financial support to Exams.

Key Relationships

Internal:

·          Country Director

·          Country Examinations Manager

·          Finance and Resources Officer

·          Examinations Officer (Operations)

·          Assistant Examinations Services Officer

External:

·          Exams Boards

·          UK Universities

·          Professional Bodies

·          Venues

For further information, please view the documents below:
Exams Services Officer (Customer Service & Operations) – Botswana.pdf
BC Behaviors.pdf
BC Core Skills.pdf

Applications for this vacancy are to be made online. The closing date is 8 April 2018 at 23:59 UK time

The British Council is committed to a policy of equal opportunity and is keen to reflect the diversity of UK society at every level within the organisation. We welcome applications from all sections of the community. We guarantee an interview to disabled candidates who meet the essential criteria. British Council appointments are contingent on thorough checks. In the UK, and where appropriate systems exist overseas, these include Criminal Records checks.