Job Vacancies @ British Council – 3 Positions (Nigeria)

Location: Lagos
Pay band: 7
Contract Type: Indefinite Terms
Department: English and Exams

Role Purpose

• To measure and improve quality of customer service and the end to end customer experience with a view to improving and maintaining great sales performance across a range of channels (Phone, Email, Social Media and Face to Face) while providing, coordinating and developing training in conjunction with the global customer management team.

Main Accountabilities
Main accountabilities but not limited to the following:
The appointed candidate will have the following accountabilities, responsibilities and main duties:

• Ongoing SSA Quality Monitoring and Evaluation strategy and lead on continuous improvements in the method (How) quality audits are conducted in SSA Customer Service teams
• Organizing, maintaining, customising and promoting newly developed customer service training modules in alignment with the standards required
• Ensure that the Global Customer Service standards are adhered to for the Enquiry and Complaints handling processes in SSA Customer Service through phone, face to face, email and social media.
• Manage framework of daily / weekly and monthly reporting of quality standard and tracking progress against agreed action points. This will include investigating reasons for any reduction in performance and sharing feedback
• Effectively manage a regional team member and work with country CS teams to ensure quality improvement.
• Perform monitoring on agents in multiple countries, with a focus on providing effective coaching
• Train and guide SSA Country CSMs & CSO’s on how to perform quality monitoring and agree targets per country and query management review of standard responses. Analysing and reporting on enquiry trends and resolution rates of various teams
• Support and advice training needs of country staff, including managing the customer service training needs for the region and monitor induction delivered to staff.
• Auditing & Reporting: Understand business needs and expectations, to make use of the existing or develop customized reports to highlight key trends, improvement opportunities and progress.
• Provide relevant reports and analysis of the activity in Sales and CS that will support attaining the objective of delivering our service with greater efficiency in all customer management working areas
• Monitor the customer experience of our competitors to ensure that our customer service offer remains competitive
• Manage and follow up on Customer Effort surveys and other service qualitative evaluation (third party or internal)
• As with any business that experiences peaks and troughs of activity, there is likely to be a need to work outside office hours from time to time.

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Role Specific Knowledge and Experience
The successful candidate will need to possess the following requirements:

• University Degree or equivalent by experience
• Substantial experience in Contact Centre or Frontline customer service/Sales
• Specific experience in Quality management
• Experience of analysing insight and management of data
• Quality monitoring
• Training – facilitation and content creation for training

Desirable:

• Relevant qualifications to support service operations management e.g.ICS Solutions, Innovations Award or Managing Customer service certificate
• Advanced skills using Excel and PowerPoint

Essential Requirements:

• Role holder must have existing rights to live and work in the country the role is based.

Additional Information:

• International Travel may be a possibility.

Application Closing Date
22nd July, 2022 (23:59).

Method of Application
Interested and qualified candidates should:
Click here to apply online

Location: Lagos or Abuja
Pay Band: 8
Contract Type: 2 Year Fixed Term Contract with possibility of extension

Role Purpose

• The post holder will lead the identification, positioning for and pursuit of donor, trusts, foundations and corporate funding for Nigeria and the West Africa Cluster in line with Regional, Country and Business Unit priorities.
• This role will maintain close engagement with the global Cultural Engagement Business Development and Client/Partner Engagement Teams to ensure learning and experience are shared across the organisation.

Role Specific Knowledge and Experience
The main essential knowledge and experience points that we are looking for you to evidence are:

• Graduate Degree in relevant field or work equivalent experience
• Demonstrable experience in winning client and partnership contracts exceeding £500k
• Proven track record in successful proposal development and management
• Ability to identify opportunities, write technical bids for them and speak credibly to donors/clients

Desirable Experience:

• Financial control or programme management qualifications
• Strong background in winning commercial contracts exceeding £1m

Other Requirements:

• All applicants should have a pre-existing legal status to live and work in country of application.  The British Council will not facilitate/sponsor visa applications and work permits.

Application Closing Date
17th July, 2022 (23:59 South Africa Time)

How to Apply
Interested and qualified candidates should:
Click here to apply online

Locations: Abuja and Lagos (Sub Saharan Africa, NG
Pay Band - SMP (Senior Management Professional)
Contract Type - 3-year Fixed Term Contract with possibility of extension based on mutual agreement

Role Purpose

• Through an in-depth understanding of Nigeria and the UK, the Deputy Country Director will support the Country Director in the development and delivery of effective, sustainable and corporately aligned cultural relations between the two geographies, drawing on the UK’s cultural assets and thereby strengthening awareness of, positive attitudes towards and collaboration with the wider UK.
• By role modelling inclusive leadership, the role will be unifying across all areas of the British Council, whether Cultural Engagement and Exams or Professional Service functions.

Main Accountabilities
UK and country insight and intelligence to identify cultural relations opportunities:

• Has a thorough understanding of the Nigeria context, through extensive networks of opinion leaders and formers and other sources, and identifies opportunities to increase cultural relations impact through a similar understanding of the UK
• Has a sound understanding of comparators and (potential) partners to enrich insight and support business development and cultural relations impact, including competition in the ‘soft power’ space.

Shaping, monitoring & delivering the whole country British Council strategy, narrative and brand - our cultural relations response:

• Develop and deliver a strong medium-term (3 year) strategy and annual/multi-year country plan for Nigeria, with support of Country Director, regional SBU/marketing leads and relevant members of country team.
• Strategy and plans are based on insight and include a compelling articulation of our strengths, niche and value, drawing these from across all areas of British Council, ensuring we aim for the strongest possible cultural relations impact
• Strategy and narrative are aligned with, and inform, agreed regional and SBU strategy/global programmes and narratives to enable us to amplify our impact appropriately and ensure our cultural relations response is seen as cohesive

Identifying and leveraging partnership and contract opportunities to deliver the strategy:

• Is seen as a strong public face of the British Council in country leading and contributing to relevant public debate in ways which strengthen the UK’s and the British Council’s reputation and positions the British Council to work in partnership with like-minded organisations.
• Secures partnership and contract opportunities which align to our strategy and benefit the British Council and UK, through effective market, client and partner insights and networking.
• Builds and maintains strong senior relationships with key agencies, partners and individuals to support the achievement of British Council global and country strategies and plans

Managing stakeholders: FCDO, other UK Delegations, devolved administrations, representatives of UK institutions:

• Identify key in-country and UK based stakeholders at the Mission/s if present with regular participation in Mission meetings.

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Support leadership of the Nigeria team - Overall duty of care:

• Support and champion change within the country team when needed, and instilling a culture which embraces continuous change
• To consistently create an inclusive and anti-racist organisational culture, being aware of your own biases and taking action to mitigate against these. Ensuring people feel valued and are treated equitably, with support for people’s well-being and mental health particularly through periods of significant change.

Protect trust in the British Council and the UK:

• Risks (safeguarding, fraud, IGRM, safety and security etc) are managed effectively across the operation and evidence of this monitoring and challenge is clear (e.g. through recorded reviews of risk register) Concerns are escalated up the management line appropriately

 Role Specific Knowledge and Experience
Minimum/essential:

• Recent experience of working in-country and an understanding of the government, education and culture sectors and decision-making processes.

Further Information:

• Requirements - The role may include occasional travel within the country, region or internationally
• Eligibility - Candidates for this role must have a natural right to work in this location and would normally already be based in the location.

Role Specific Skills
Business Development:

• Uses a range of market analysis, research and business intelligence to develop and implement across a group of diverse products/programmes/services and markets to meet British Council objectives.

Inclusive Leadership:

• Leads teams to create new solutions to address future challenges. Actively seeks out and considers diverse perspectives to inform decision-making and collaborates more effectively with others.

Geographical Knowledge and Experience:

• Connects complex information on geopolitics and demographics, establishes a vision, anticipating changes internationally, whilst effecting change through priorities.

Language Requirement:

• The British Council systems and global processes operate in English. Written and verbal proficiency in English is required to CEF Level C1 English.

Application Closing Date 
19th July, 2022 (23:59 South Africa Time)

How to Apply
Interested and qualified candidates should:
Click here to apply online

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