(Offre en anglais) British Council recrute un(e) “Customer Service Manager” عودة إلى الفرص

Role Title

Customer Service Manager

Role Information

Role Type: Customer Services

Pay Band: G

Location: Tunis

Duration: 2 years

Reports to: Deputy Teaching Centre Manager, Tunis

Role purpose

The post-holder will lead the team of Sales and Customer Services across the country, demonstrating the values, behaviours and knowledge required by Customer Service professionals to ensure the quality and efficiency in service delivered to internal and external clients increase customer satisfaction, loyalty and retention to meet their expectations.

The post-holder will contribute to the volume growth of our consumer facing products by improving sales performance and ensuring reliable data is gathered from new and existing customers and presented to relevant stakeholders in a timely way. Provide measured insights into our customers for various business units within the British Council.

About us

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.

We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.

The British Council is an equal opportunities and diversity employer, and the post-holder will play a role in ensuring that Equality, Diversity and Inclusion polices are consistently applied through the Human Resources operation.

The British Council has a fundamental duty of care of all children engaged in activities with us under our mandatory Child Protection Policy. All our employees must be familiar with and follow the Child Protection Code of Conduct. The British Council affirms the position that all children have the right to be protected from all forms of abuse as set out in article 19, UNCRC 1989.

Geopolitical/SBU/Function overview:

The Arab Spring began in Tunisia and although many citizens are disappointed that there have not been more tangible outcomes from their revolution the Tunisian government and a very healthy CSO sector continues to work towards entrenching democracy and attracting inward investment. This has to be seen, however, against a backdrop of a sluggish economy and relatively high rates of unemployment.

The British Council, meanwhile, has a good reputation in Tunisia and works in the English and Examinations, Education, Arts, and Society sectors, with this latter an increasing priority and often offering client-funded opportunities.

The Customer Service team currently consists of 7 Customer Service Advisors (CSA) and is led by a Customer Service Manager (CSM) and Deputy Registrar.

Our vision is to offer the most Trustworthy, Inspiring and Effective customer service, requiring the least effort from our customers, and where customers experience an outstanding service that enhances the reputation of the British Council.

British Council MENA customer service teams will maintain standard Key Performance Indicators that will be evidenced by the annual Mystery Shopping and Customer Effort Assessment. These standards will be reflected in the day to day operations and deliverables.

Main opportunities/challenges for this role:

Team Transformation

• Tunis Customer Services Team is working within far reaching global Exams and Teaching change programmes placing the “Customer at the Heart of All We Do”, with twin aims: more effective sales to enhance customer acquisition, and an enhanced Customer Experience to retain existing customers.
• Success in these programmes will require effective leadership to align the team behind the changes, a focus on staff development, flexibility and an understanding of our customers’ needs, and systems and processes, and ownership of KPI’s focused on improving team performance.

Main Accountabilities:

Teaching Centre and Exams sales activities

• Ensuring that enquiries are measured and handled appropriately according to the regional operations and quality guidelines.
• Focus on efficiency in enquiry handling across multiple customer touch points (Social Media, Retail, Email, Call Centre).
• Share customer feedback and insight with Teaching Centre, Exams and Marketing.
• Make evidence-based recommendations to improve sales conversion rates
• Ensure agreed customer management and compliance processes are followed
• Using globally aligned methods to drive a better customer experience resulting in enhanced sales of all products.
• Using quality measurement tools to monitor and enhance the overall experience which results in registrations
• Coach and develop, create methodology involving staff to increase registrations for all products
• Ensure that appropriate sales tracking tools are updated and reported to business lines.
• Provide reports to management that cover all aspects of operations
• Build measurement & insight capacity

Customer Care

• Manage the provision of information to customers both onsite and offsite as required (eg at exhibitions), ensuring accurate and up-to-date information
• Supervise the handling of customer enquiries, complaints and suggestions, ensuring appropriate follow up and maintaining accurate records of action taken in line with policy. As per Customer Management Framework, Customer Services Manager is the CS compliance manager
• Manage the team to ensure appropriate staffing levels are maintained at the Front Office at all times in line with customer needs and operating hours
• Frequently monitor customer service team and call centre as per British Council’s customer management framework and MENA Customer service Quality standards.

Leadership and Line Management

• Lead on transformation of the Customer Services Team into an effective Sales Team fully integrated with Teaching and Exams Global processes and systems
• Model appropriate behaviours for the team
• Lead on recruitment and selection of appropriate Customer Services Skills in accordance with corporate standards
• Line management of the team, including training, coaching and mentoring ensuring that customer service staff have been appropriately briefed on BC procedures and receive the training required to allow them to successfully fulfil their duties
• Manage overtime of CS staff, Time in lieu (TOIL) and annual leave in line with financial control standards in order to minimise cost.
• Agree SMART deliverables for the team and for individuals that are aligned with higher level plans and development
• To actively manage team and individual performance throughout the year, taking opportunities for regular dialogue
• Address any poor performance promptly and in line with BC standards and policies
• Leading the country CS strategy in accordance to regional and global CS strategy/guidelines to meet local business needs

Finance and Control systems

• Oversee the accurate recording and handing over/storing of revenue by front office staff as per corporate standards
• Ensure that income reconciliation takes place as per corporate finance standards
• Report customer service data to region
• Manage the Customer Services Budget
• Approve Purchase Orders as required

Key Relationships:

Maintain close working relationship with wider Customer Service team and run/attend weekly briefings and meetings.

 Internal

Customer Services colleagues and temporary staff, Teaching and Exams Management, Teachers, Marketing Team, Regional & Global Customer Service Teams

 External

Existing and Prospective Customers

Role Requirements: