ABOUT THE DEPARTMENT/TEAM

Our Customer Management team provide a high quality and efficient customer service experience to all new and existing customers across all British Council services.

WHAT YOU WILL BE DOING AND WHY

Working with both our students and with your internal colleagues at British Council, you will need:

To contribute to the smooth running of the British Council’s exams and professional skills center operations in Rwanda by delivering high quality customer service and sales targets as part of a larger team that is in line with corporate standards and policies. The post-holder will be the main point of contact for visitors, providing information about our services, counselling customers to ensure they make the right decisions regarding products and services and ensure enquiries are converted into sales.
Work alongside marketing and business streams to increase income§ Deliver best in class customer experience to 15K plus customers and prospects and make them advocates of the British Council
To provide a consistent and positive customer experience in line with the global Customer Service Strategy and relevant corporate standards and polices.
To handle first level enquiries received in person, by email or telephone on relevant aspects of the British Council’s activities / products, in a friendly and professional manner, in line with Customer Service standards and, forward all 2nd level enquiries to relevant colleagues, ensuring they are attended to within specified timelines.

WHAT IS INTERESTING ABOUT IT

You can take pride in the fact that you will be part of a team that enables the British Council to meet its objectives and gives all our customers an exceptional experience. You will also be able to join regular professional development, training and skills programmes to develop your experience and skills.

WHAT WE ARE LOOKING FOR

You should have at least two years working in a reputable customer service role, or short term assignments with the customer service department with one year sales experience. You should also have education to tertiary level at any disciplines and English Proficiency Level B2

NEXT STEPS

Please refer to the role profile for more information on the role responsibilities/accountabilities and person specification, by clicking on the links for relevant document to support your application:

RP Customer service officer.pdf
British Council Behaviours.pdf
British Council Core Skills.pdf
This is an interesting, absorbing role where you can work to support us building awareness of the British Council in delivering to the needs of our customers.

Note that you should only fill out the application after thoroughly reading through the ROLE PROFILE & GUIDANCE NOTES.

Closing date for applications is 25 March 2020 (23:59 UK time)

ABOUT THE BRITISH COUNCIL

The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections and engendering trust.

Valuing diversity is essential to the British Council’s work. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to try and avoid unjustified discrimination, recognizing discrimination as a barrier to equality of opportunity, inclusion and human rights.

All staff worldwide is required to ensure their behaviour is consistent with our policies.

The British Council is a full member of Keeping Children Safe (KCS) and has achieved level 1 child safe certification. We believe that all children have the right to be protected from all forms of abuse as set out in article 19, UNCRC, 1989 and that every child matters – everywhere in the world. In line with the British Council’s Child Protection policy, any appointment is contingent on thorough checks including criminal record checks, in line with legal requirements.

Our Equality Commitment:

Valuing diversity is essential to the British Council’s work. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies.

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. In line with the British Council’s Child Protection policy, any appointment is contingent on thorough checks.

Submit your CV and Application on Company Website : Click Here

Closing Date : 12th May, 2020.