Exams Customer Services Officer

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.

Pay Band: 5 (from CNY 6,574 per month)
Location: Chongqing, China
Department: Exams
Contract Type: Indefinite
Closing Date: Monday, 25 December 2023- 23:59 China Time (GMT +8)

Role Purpose:
This is a key role in the provision of first level customer service to British Council exams customers at national level, primarily candidates of IELTS.
The purpose of role is to support China exams operation and achieve high customer satisfaction through efficient external communication on test arrangements with customers, providing high quality enquiry service, and involvement in the delivery of national customer service enhancement projects.
The job holder will also support local IELTS administrative duties as required.

Main accountabilities but not limited to the following:
External communication with IELTS candidates
Lead on direct information provision to IELTS customers of all channels
Take charge of communication with IELTS candidates on IELTS test arrangements through SMS, email and phone call in accordance with the agreed service standards.
Maintain the SMS system and manage SMS service provider to enable efficient response to operational needs.
Liaise with operation teams across the country to collect needs and feedback on our services.
Take initiative for process improvement for external communication.

Handling Global Exams related enquiries
Work as a member of counsellor team who receives incoming phone calls from Global Exams customers, providing accurate information service to customers in an efficient way.
Deal with email enquiries on Distribution Exams as required meeting relevant service level agreements.

Provide support to local IELTS operation and Customer Service Hub
Undertake IELTS administrative duties as required.
Provide assistance in management of emergency situations.
Cover team members as needed.

Contribute to customer service enhancement
Provide administrative support to the implementation of national project.
Identify opportunities to improve customer service through customer voice hearing and analysis.
Identify and report potential risks as appropriate.

Role specific knowledge and experience:
Demonstrative experience dealing with customer service/administration.
Experience of enquiry/complaint handling, call centre operation (Desirable)

Requirements:
Language:
o English B2 (Aptis, IELTS 6 or equivalent)
o Chinese C1 (HSK 5 or equivalent)
Condition of Employment:
Locally Recruited
Applications are welcomed from candidates currently in this location with a natural right to work.
Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided.

Benefits:
Annual Leaves (on a pro-rata basis if the service period is less than one full year); public holidays
Statutory benefits: national social insurance benefits and housing fund
Other benefits: commercial insurance package including accidental insurance, life insurance, and supplementary medical insurance
13th month salary: staff who pass the probation and work for minimum of 6 months in a year will be entitled to annual bonus in December
Performance-related pay: paid annually according to relevant performance review scheme
Professional development opportunities

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 askhr@britishcouncil.org

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.