Job Description

Role Title

Customer Service and Sales Assistant

Role Information

Pay Band

Location

Duration

Reports to:

Hourly Paid

Algiers, Algeria

1 year (renewable)

Customer Services and Sales Manager Algeria

Role purpose

To project a professional image of British Council and provide a high quality and integrated enquiry and consultancy service for all British Council’s English and Exams activities, product, and services. To demonstrate the required attitudes, skills, behaviors and knowledge in accordance with British Council Customer Service Standards.

To promote and cross sell British Council products and services meeting British Council sales targets (new and existing students/candidates), Key Performance Indicators (KPIs) and supporting Teaching Centre and Exams teams to achieve their annual business targets and objectives

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:

Algeria is the largest country in Africa with a population of 41 million, the second largest in MENA, speaking Arabic, French and a significant number of Amazigh (Berber) languages. 70% of the population is under 30 years of age. A stated objective of the Algerian government is to create economic growth and jobs to meet the aspirations of young people. Education is a priority, with high levels of investment. With its demographic boom school and university education has expanded greatly.

The team will be based in Algiers and will consist of 2 Customer Services and Sales Advisors, 2 Customer Service and Sales Assistants, 10 consultants, and a Customer Services and Sales Manager (CSM) reporting to the Cluster Customer Management and Sales Lead (Algeria, Morocco and Tunisia).

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 Services and Sales 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:

The Customer Services and Sales Team across the cluster works on a shift basis designed to meet customers’ needs within operational constraints. On occasions, the post holder might be required to work outside the standard working hours and during the weekend. Any additional hours worked will be compensated according to British Council policy.

Post holders may be assigned to the specialised hubs or teams and rotated between the hubs regularly, in order to provide them with an opportunity to broaden their skills and gain experience.

Main Accountabilities:

New & existing customer enquiries

• To meet and greet face to face customers and respond to all customer enquiries – face to face, calls, emails and social media with a polite and pleasant manner following British Council standards and service strategies e.g. call greeting, call handling, and call closing
• To generate and/or raise interest level of customers to book them for a placement test or consultation, register for an Exam or attend an event.
• To create CRM accounts/leads/opportunities/cases immediately when an enquiry is received from a customer. CRM records must be updated from time to time so that there is a complete history of actions/communications with the customer and sales performance can be monitored.
• To follow up with customers to remind them of their consultation appointment and course/exam/event registration prior to the date of the activities.
• To offer a one-stop solution or pass enquiries and complaints to the right person, team, or department for their timely follow-up with customers
• To accept and process refunds and transfer requests from existing customers according to the policy

Sales

• To meet or exceed sales targets (new and existing students) and KPIs
• To administer placement tests and provide consultation services to students on British Council courses and be the Single Point of Contact (SPOC) for prospects, guiding them through the journey from first enquiry to final sale
• To register Exams candidates online in a professional and friendly manner
• To cross sell relevant British Council services and products where appropriate
• To carry out after sales follow up and phone existing students to remind them to re-register for the next term and understand and log their reasons for not continuing with the British Council.
• To make outbound calls to prospective and existing Exams candidates to improve sales conversions

Registration & Financial Compliance:

In line with the regional cash handling policy Customer Services Advisor is required to:

• Collect income received and transfer it accurately onto SAP or other financial systems, to maintain records on the system and complete daily reconciliations
• Ensure that all income collected is reconciled and posted accurately in system
• Meet requirements of audit and financial reporting and any discrepancy is reported to line management within stipulated deadline

Product and offer knowledge

• To acquire and always maintain an excellent level of product knowledge by attending product training and observing classes.
• To acquire and always maintain an excellent knowledge of pricing, discounts and offers.

Systems and record keeping

• To be proficient in using relevant systems, such as call centre system, CRM, student registration system (TCMS) and on-line booking systems.
• To maintain and update all databases and statistics and reports in a timely and accurate manner.

Other support duties

• To participate and/or provide sales support in all sales and marketing events (in or out of the centre) to create awareness and generate leads for the centre.

• Ensure the front of house and consultation areas are suitably stocked with up-to-date display and promotional materials

• Provide verification services for UK certificates
• Conduct telephone-based surveys or gather other customer data

Regularly observe Teaching Centre classes and/or visit Exams venues

Other Responsibilities and main duties

As part of the wider Sales and Customer Management team serving both new and existing customers, you will be required to support and assist your colleagues across the cluster in tasks that ensure the smooth running of the operations. This might include participation in Open Days, Parent Events, Seminars, Evening Receptions and Offsite Branch Promotions for example. You may also be required to perform other duties as directed by Line Manager.

Key Relationships:

Maintain close working relationship with wider Cluster Customer Service team and attend all briefings and meetings.

Internal

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

External

Students, Candidates, Partners, Corporate Clients and other customers

Role Requirements:

Threshold requirements:

Assessment stage

Passport requirements/ Right to work in country

Post holder must be eligible to work in Algeria

Shortlisting

Direct contact or managing staff working with children?

Yes. Some British Council customers may be under 18 years so appropriate police check required

N/A

Notes

Appropriate police check mandatory

Three satisfactory references required

Our normal opening hours are 8 am to 7 pm 7 days a week. The role will regularly require some evening work and may occasionally require a split shift. Some unsocial hours and weekend work may be required

Person Specification:

Language requirements

Minimum / essential

Desirable

Assessment Stage

• Good written and oral communication skills in English APTIS test (CEFR B2) and fluency in French and Arabic

N/A

Shortlisting and interview

Qualifications

Minimum / essential

Desirable

Assessment Stage

• High School Certificate

• University degree

Shortlisting

Role Specific Knowledge & Experience

Minimum / essential

Desirable

Assessment Stage

• Experience in a customer service and sales role

• Tele-sales experience
• Education sector experience
• Knowledge of CRM

Shortlisting

Role Specific Skills (if any)

Assessment Stage

• Good communication skills and proven ability to build rapport with customers

Shortlisting AND Interview

British Council Behaviours

Assessment Stage

Connecting with others (essential):

Making regular opportunities to understand others better

Creating shared purpose (essential)

Communicating an engaging picture of how we can work together

Making it happen (essential):

Delivering clear results for the British Council

Working together (essential):

Establishing a genuinely common goal with others

Being accountable (essential):

Delivering my best work in order to meet my commitments

Shaping the future (essential):

Looking for ways in which we can do things better

Interview

Performance management

British Council Core Skills

Assessment Stage

Communicating & Influencing (Level 1)

Communicates clearly & effectively: Listens to others and expresses self clearly, with grammatical accuracy and awareness of a diverse audience in speaking and writing.

Analysing data and problems (Level 1)

Is systematic: Breaks down problems into a list of tasks to be done and decides on appropriate action

Using technology (Level 1)

Operates as a basic user of information systems, digital and office technology: Able, with adjustments if necessary, to use office software and British Council systems to do the job and manage documents or processes.

Planning & Organizing (Level 1)

Is methodical: Able to plan own work over short timescales for routine or familiar tasks and processes.

Interview

Prepared by:

Date:

Priya Varma,Regional Customer Management and Sales Lead

13 April 2021