English Services Consultant

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.

Role purpose

The main duty of an English Services Consultant is to secure excellent sales results whilst ensuring a high-quality customer experience in handling enquiries about our English language services.
To act as British Councils ambassador and provide top quality services to all customers meeting all Key Performance Indicators (KPIs) and deliver Sales & Customer Relations services in order to enable the Council to meet its sales targets.

Main accountabilities but not limited to the following:

Sales

Face-to-Face Duties

• Greet all prospects in a warm, professional manner
• Build rapport and be patient with the prospect to find out the objectives, needs and requirements of the prospect
• Proactively present accurate and relevant SPs and USPs on services offered by British Council Hong Kong
• Level test the prospect and create a study plan for the prospect
• Be the Single Point of Contact (SPOC) for prospects, guiding them through the journey from first enquiry to final sale
• Maximise opportunities for cross selling and up selling
• Delight the customer in terms of experience and to help the customer to buy
• Close the sale, maximising enrolment and protecting target achievement
• Be accountable for monthly sales targets

Telephone & Email Enquiries

• Answer all calls with a polite and pleasant manner according to corporate telephone
• standards e.g., call greeting, call handling, and call closing
• Maximise conversion rates of enquiries to sales figures by following up telephone and
• email enquiries, ensuring smooth customer enrolment process.

Customer Care and follow up

• Carry out after sales customer follow up
• Follow up with customers who do not sign up for a course after placement test
• Revisit lapsed students via phone to reintroduce them to our products (warm calling)
• Conduct phone-based surveys from time to time on why students did not register with us or return to us.
• Follow up with customers course re-registrations

Support Duties

Product Knowledge

• To always acquire and maintain an excellent level of product knowledge. Liaison and
• training via product owners will be a necessary part of this with a proactive approach required.
• Observation of classes and hands on experience of the products is required.

Offer Knowledge

• To acquire and maintain an excellent level of pricing, discounting and offer knowledge at all
• times. Liaison and training via sales and business managers will be required. Proactive
• approach, including input and feedback received from customers is expected.

Finance

• You are required to keep and submit accurate daily records daily.

System

• To be proficient in using relevant systems, such as CRM, Pepi and on-line booking systems to
• ensure smooth operation of the British Council.

Records Keeping

• All enquiries, sales, prospects data and related records are kept and updated from time to time
• observing British Council guidelines and meeting all British Council KPIs.
• Feedback from Customers
• To provide feedback and input received from prospects / customers to Marketing and
• Academic Managers on British Council products.

General

Other duties:

• Administrative duties in support of the teams operation, as designated by Managers
• Attendance at regular professional development, training, and skills programmes as required
• Full engagement with the performance management programme

Project Work

• To participate in projects as agreed in Performance Agreement.

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 from time to time in tasks that ensure the smooth running of the Centre. These include participation at Sales & Marketing Events, Open Days, Parent Events, Seminars, Evening Receptions, off-site branches, and Examinations promotions, for example.

Requirements:

Language requirements

• English at Proficiency Level B2 (C1)
• Chinese Conversational (Good)

Qualifications

• Higher Diploma or bachelors degree

Role specific knowledge and experience:

• At least 2 years of sales experience preferably in the service industry

Role specific skills:

• Excellent written and oral communication skills in English and fluent in Cantonese
• Sales techniques (able to meet and exceed targets)
• Accuracy (very high level of accuracy is required for all tasks)
• Competent IT skills

Further Information
Pay Band 5 (Basic Salary plus Commission & Incentives)
Contract Type Indefinite
Location Admiralty, Hong Kong
Other Requirements
As we cannot sponsor work passes, applicants must already have the right to live and work in Hong Kong.
The successful candidate will work a 5-day week which may include Saturday and/or Sunday. Occasional evening work may be required.

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.