Account Relationship & Resources Coordinator

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 202122 we reached 650 million people.

Job Title: Account Relationship and Resources Coordinator BD &Ops, Benelux
Location: The Netherlands (Amsterdam)
Requirements: Candidates must have the legal rights to work in country of location at the time of application.
Contract Type: Fixed-term contract ending 31 August 2024; (36 hours per week).
Pay-band: 4/H
Starting Salary: EUR 2.650 gross per month

Role Purpose: The British Council Netherlands is recruiting for a candidate that can excel in an administrative role and maintain customer satisfaction.

The purpose of this role is to build relationships, identify needs and enhance opportunities with key accounts to meet business related targets. The role is also required to proactively resolve issues, add value and ensure delivery on expectations. On a daily basis, the role executes the country key account strategy and plan. The role has a strong emphasis on administrative support, including but not limited to, maintaining databases and supporting schools / teachers in registration of exam candidates and sending communications to partner schools. This also includes preparing invoices and timely collection of payments.

The role is also required to ensure the efficient, effective operational co-ordination and delivery of B2B and B2C Exams at the right cost and customer experience. The role is to support B2B Customers in the Country / sub-Cluster on operational, system and technical issues and report issues and resolutions to the Business Development functions in the Country / sub-Cluster. The role is line-managed by the Account Relationship Manager.

This role will also coordinate the deployment of the right mix and profile of Examiners and Venue Staff (VS) for Test Day delivery in the Netherlands as well as their work reconciliation and payment using BOSS and other relevant systems. This post will participate in recruitment and management of Examiners and Venue Staff. More concrete booking examiners and venue staff checking claims and preparing timely payments to examiners and venue staff.

Main Accountabilities:
Account & stakeholder management
Delivers the in-year Account Plan
Liaises with Marketing for targeted events, campaigns and collateral to support retention and value add activity
Inputs into contract review and refresh
Works to defined Account Relationship standards and frameworks.
Maintains accurate and up-to-date records and data in order to support effective and coordinated account management across the organisation.
Conducts research, into business activities, challenges and key personnel in target customer, partner or sponsor organisations to support the exams business in developing new business and cultural relations opportunities for the British Council.
Takes responsibility for day-to-day partnership scheme delivery and administration, including Exam Preparation Online Support (EPOS).
Supports continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department
Winning business
Builds relationships and further develops existing networks of clients to cultivate segments
Adds value to an account through extension, cross-selling, and retention
Raises performance issues and assists in the resolution of why and how
Product Service Support
Advertises registration details to B2B clients and encourages registration.
Receives registration data from B2B clients and passes entries to the Registration and Planning team for processing.
Receives requests for approval for off-site session dates and venues from B2B client. Provides information to operations counterparts of requested session dates and venues provided.
Deals with B2B registration requests, including Special Arrangements.
Requests Business Partner creation in SAP (if needed).
Creates Sales Orders for B2B clients and follows up with debtors.
Informs B2B customers of British Council corporate risk management processes and procedures when delivering services.
Delivers added value services and benefits according to agreements/schemes and monitors correct discount policy is applied.
Translates demand into capacity plan for Test Day staff, ensuring relevant KPI/business performance measures are met.
Coordinates the recruitment of Examiner and Venue Staff (VS) as per directives from the Operations Resource Pool Manager.
Leads on VS and Examiner availability and allocation processes.
If required, arranges transport for Test Day Staff outside their city of residence.
Leads on maintaining up-to-date VS and Examiner databases in appropriate systems (contact details, training, performance).
Ensures effectiveness of planning, utilisation, and efficiency in communications with internal and external counterparts and stakeholders.
Manages VS and Examiner work reconciliation and payments through BOSS and other relevant systems.
Ensures venue staff personal, fiscal and payment details are accurately collected and filed according to legal requirements and QCA standards.
Organises and conducts VS performance management activities (spot checks, follow-ups).
Ensures that all VS management activities are consistent with key equal opportunities and diversity principles.
Performs financial duties relevant to the function (e.g. raising POs, processing invoices, etc.).
Market & customer intelligence
Ensures product/sector knowledge is up to date and forward thinking
Provides account / country specific input into market intelligence activities, innovation and business development/marketing plan/targets
As required, uses a range of standard processes and techniques to carry out routine research and analysis of actual or potential customer/audience trends e.g. customer segmentation, demographic profiling, competitor tracking and measurement of market share.
Analysis & Reporting
Using standard procedures and templates, regularly records and reports on operational activity levels and performance data, to support managers in analysing data and making timely and effective business decisions that respond to operational needs
Contributes data as required, to enable the development and distribution of high quality, customer and market-focused marketing collateral
Gives input to relevant dashboards and reports, including cost to resource analysis.
Test Day Support
Where appropriate this role will be part of a team carrying out Duty Officer duties on a rotational basis supporting test

Knowledge and Experience
Essential
Understanding of building and maintaining relationships with business/institutional clients
Experience of actively identifying needs and enhancing opportunities with institutional clients.
Working in a challenging environment operating against very tight deadlines
Experience working in a compliant and regulated environment
Planning and organising experience preferably for a large number of staff
Desirable
Experience of working with UK exam boards
Knowledge of the educational sector in the country / region
Experience in or knowledge of business development or marketing in a service sector context.

Qualifications
Desirable
Relevant qualifications
Dutch to the CEF B2 level

Language Requirements
Essential
The British Council systems and global processes operate in English. Written and verbal proficiency in English to the CEF C1 level.

Education
Desirable
Degree in any subject

Closing date: Monday, 23 October 2023, applications will close at 22:59 CET. Interviews will take place in person on Monday 30 October 2023.

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 iscommitted 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 Councils Safeguarding policies for Adults and Children.

If you have any problems with your application please email [email protected]

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.