Customer Services Assistant 1

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.

Pay band: J

Location:Istanbul

Department:Customer Relations Management

Contract type:Fixed Term Contract – Local

Duration:1 year with possibility to extend

Role Purpose

To contribute to the smooth running of the British Councils Integrated Customer Service function by providing excellent standards of service in our contact centre, which handles telephone, email and social media enquiries as well as occasional face-to-face interaction.

Main Opportunities/Challenges

• An Excellent career path and development opportunities inside the organisation in other SBUs
• Learning and Development assessment annually depending on needs and requirements for professional development
• Needs excellent time management skills, also be able to work under pressure with time limitsresponding to various customer requests on daily basis via telephone and e-mail whilegets along well with others

Main Accountabilities

• Provides excellent customer experience toall British Council customers and partners by maintaining the Customer Services standards in line with the Global Customer Services Policy and Framework for both offices in Istanbul.
• Handle enquiries and complaints effectively meeting or exceeding customer expectations by phone and email.
• Inform customers about available products and options that British Council provides.
• Provide integrated customer oriented service across all British Council products through effective coordination with all business units.
• Provide customer insight in order to improve customer experience .
• Ensuring website information is up-to-date and correct
• Responding to customers requests for information, surveys or feedbackEnsure all enquiries by channels are recorded ontimely basis in our CRM system

REQUIREMENTS:

• Right to work in Turkey
• Turkish as native language
• English at Level B1(minimum)
• University degree or equivalent experience
• Previous experience in a Call center or Customer Services is desirable
• Newly gradutes are also welcome

ADDITIONAL INFORMATION:

• British CouncilBehaviours
• British Council Core Skills

Closing date: 22October 2023 applications will close at 23:59 Central European Time

For more details on the position please refer to theRole Profile

A connected and trusted UK in a more connected and trusted world.

Equality Statement

The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. 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 has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.

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.