Assistant Customer Services Adviser - Hourly Paid - Tenders Global

Assistant Customer Services Adviser – Hourly Paid

  • Contract
  • Anywhere
  • Posted 7 months ago

British Council

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The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. We work in two ways directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Overview
The British Council is the UKs 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.

Role purpose
To assist with the provision of a professional customer service to all British Council customers through a range of mediums (face to face, email, and phone)

Main Opportunities/ challenges

  • This post is part of four posts that will work on a rota basis to ensure that full service is delivered during opening hours.
  • During busy periods of registrations, they may be longer hours involved which will be compensated with TOIL as specified by the Customer Services Manager.

Main accountabilities
Customer Service Delivery

  • To assist with the delivery of an integrated service to corporate standards which meets the needs of internal and external customers to enable all departments to meet their agreed targets:
  • Be responsible for the quality of all first line enquiries such as face to face, telephone, e-mail, and social media related to all British Council services, products, activities and events. In so doing to contribute positively to Mystery Shopping, Net Promoter and Scorecard results.
  • Assisting with dealing with second level (specific) enquiries or referring them to the appropriate person within the office who can deal with them.
  • Promote and cross sell British Council products and services in a professional manner.
  • Perform duties in line with British Council Terms and Conditions of Service, Code of Practice and Equal Opportunities and Diversity guidelines.

Administration support
To assist with the day-to-day front and back-office administration of the Teaching Centre and Exams departments as needed, co-ordinated by the Customer Services Manager including but not limited to:

  • Inputting customer data into TCMS
  • Support all inbound/outbound activities and F2F TC and Exams customers to notify them of term/registration/exam date/venues, drop out surveys, waitlisted students
  • Inputting data into Exams MIS sheets, SRS, ORS, ESOLCOMMS, Edexcel online registration.
  • Respond to all F2F, phone and emails enquiries in a positive and professional manner in accordance with the British Council Customer Service Standards and Policies, as outlined in the Customer

Management Framework.

  • Deliver Teaching Centre and Exams Department registration service enquiries and support in an efficient manner and in accordance with Teaching and Exams Quality Standards. These will help the English and Exams Team meet their ambitious targets
  • English to Arabic Translation for notices and letters. Arabic to English translation to support Teaching Centre staff.
  • Perform Call Centre and front office related administration and financial tasks in a timely manner to ensure smooth running of Call Centre operation

About You (essential requirements for the role):

  • At least 4 GCE A Levels / Diploma or equivalent.
  • Ability to operate in spoken and written English and Arabic at a business level (equivalent to CEF level B2).
  • Minimum 2 Year Experience in Call Centre/Customer Services
  • Fluent written and spoken Arabic
  • Presentation Skills
  • Good IT skills: competency in Word, Excel, PowerPoint, and Outlook

Desirable

  • Marketing or Customer Service qualification

Further Information

  • Role: Assistant Customer Services Adviser
  • Number of positions: 6
  • Pay Band: Hourly Paid
  • Salary: Hourly paid rate
  • Location: Bahrain
  • Closing date: 07 November 2023 (23:59 Gulf Standard Time)

Other Requirements:

  • Please submit your supporting statement with evidence highlighting the minimum essential requirements.
  • It is advisable to apply in advance to avoid any technical issues at the last moment

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.


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