Job Vacancies @ British Council – 6 Positions (Nigeria)

Location: Port Harcourt, Rivers
Pay band: 4
Contract Type: Fixed Term, Six months Maternity Cover
Department: English and Exams

Role Purpose

• To support planning and tracking exams capacity requirements against demand from 18 months out on a 12-month rolling basis down to handover to Operations Managers for Resource Management and Test Day delivery.
• It will also monitor and review changes to plan reporting on requirements to fill capacity, effectiveness of Planning and cost to serve.
• This role will work across functions in country to ensure counterparts understand requirements and execute to plan on Test Day.

Main Accountabilities
Main accountabilities but not limited to the following:

• The role holder will execute capacity management plans.  Supports Operations Planning Manager to collaborate with Commercial function for demand planning purposes
• Monitors rolling 18 month plan and makes appropriate changes to plans.  Keeps Operations teams up to date on any changes.
• Takes end-to-end accountability for researching and obtaining satisfactory and timely resolution of complex/escalated customer (internal or external) operational complaints and issues, coordinating input from other colleagues/departments/managers as required, to do so, in relation to venue and demand management.  Ensures the customer is kept informed throughout the process.
• Provides support to Operations Planning Manager on planning future changes to delivery profiles
• Contingency planning and risk management of supply.
• Adheres to set standards and performance manage Exam security and compliance
• Proactively escalate issues to Operations Planning Manager, as required.

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

• Relevant experience of identifying suppliers in a business environment
• Experience of translating demand requirements to ensure capacity can be met to deliver operationally within a large business
• Experience managing small teams or demonstrating management potential
• Experience in third party relationship management

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Desirable:

• University Degree in any subject or relevant qualification
• Experience of working across a dispersed team within a single country

Essential Requirements:

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

Salary
NGN 6,154,368.00 per annum.

Application Closing Date
8th May, 2022. at 23:59 Nigeria Time.

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

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 is committed 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 Council’s Safeguarding policies for Adults and Children.

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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.
• If you have any problems with your application please email askhr@britishcouncil.org.

Locations: Abuja and Damataru, Borno
Pay band: 4
Contract type: Indefinite
Department: English and Exams or CE

Role Purpose

• To support marketing activities in the region by implementing our marketing strategy and providing exceptional support to events, programmes and activities contributing to the overall impact we make in these markets.
• Work with our wider marketing community and local teams in understanding and expanding audiences, markets, and channels of communication, especially digital, by actively managing our meaningful engagement with target audiences and customers.

Main Accountabilities
Main Accountabilities but not limited to the following:

• The role holder will support the execution of the marketing and communications strategy and plans for the region.
• Supports the development and execution of campaign strategies, both traditional and online, to support a variety of routes to market and maximise impact and share of voice.
• Supports events following the online registrations process and back-office tasks
• Follows agreed marketing processes in a consistent manner.
• Monitors and reports on agreed marketing KPIs
• Proactively shares results and best practices with country/regional and SBU leaders and the Marketing Community of Practice.
• Provides proactive professional advice and support to colleagues to ensure local, regional, and SBU specific requirements are compliant with marketing policy, process, and governance.
• Briefs and works with designers and creative agencies to produce campaign / product collateral following the regional and the global brand guidelines and toolkits.
• Supports the implementation of new marketing approaches and/or techniques which enhance efficiency and wider business impact, ensuring alignment to marketing strategy.
• Supports our work on audiences and market segmentation working closely with the Marketing Manager.
• Communicates to customers and colleagues the need for compliance with agreed marketing policies and processes, assisting the cluster Marketing Manager in the production of reports at country level to demonstrate compliance as needed.
• Proactively participates in the Marketing Community of Practice and network of marketing professionals developing good working relationships with marketing colleagues across the organisation and the business and operational teams.
• Develops peer/personal networks within and outside Marketing to enhance own knowledge and expertise.

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

• Degree or professional qualification in Marketing or Business
• Experience in a marketing assistant position at a national level within a medium or large organisation.
• Demonstrable experience of implementing marketing plans.
• Demonstrable experience in managing supplier relationships.

Desirable:

• Relevant external professional accreditation e.g. CIM, Melcrum, GCN, CIPR, WOMMA etc. (or equivalent experience in relevant discipline)
• Experience in a global organisation

Essential Requirement:

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

Application Closing Date
15th May, 2022. at 23:59 Nigeria Time.

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

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 is committed 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 Council’s Safeguarding policies for Adults and Children.

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.
• If you have any problems with your application please email askhr@britishcouncil.org.

Location: Kano, Nigeria
Contract type: Fixed Term Contract- up till 31 May 2024
Pay band: 4

Role Context

• The Customer Service Officer role falls under the Customer Management function whose mission is to create advocates and win and retain customers by supporting, coaching, and partnering with them across their journey with the British Council.
• This work is very crucial in sustaining our commercial businesses – specifically, the English and Exams business, and our overarching cultural relations mission.

Role Purpose

• The purpose of this role is to contribute to the smooth running of the British Council’s customer service operations in Nigeria by delivering high quality customer service and sales targets in line with corporate standards and policies.
• The post holder will act as British Council’s ambassador and manage all level one queries from global, regional and local teams within the customer service function in order to achieve faster complaint resolution times in line with corporate customer service standards.

Main Accountabilities
Main accountabilities but not limited to the following:

• The post-holder will provide a consistent and positive customer experience in line with the British Council’s Customer Service Strategy and relevant corporate standards and polices
• Handle first-level enquiries received in person, by email or telephone on relevant aspects of the British Council’s activities / products, in a friendly and professional manner, in line with Customer Service standards, and forward all 2nd level enquiries to relevant colleagues, ensuring they are attended to within specified timelines
• You will be accountable for agreed individual income and conversion targets every month.
• Build rapport with prospective customers to gain understanding and information to respond to their specific needs and requirements.
• Be the single point of contact for assigned opportunities, guiding them through the journey from first enquiry to final sale.
• Support the delivery of examination services / products through leading on contact, registration and pay and post-test activities to defined quality standards, in order to meet customer needs and support the delivery of the in-country Examinations Business Development Plan
• Coordinate with other Exams team members on an ongoing basis to ensure a seamless customer journey. This includes timely escalation of unresolved complaints to the concerned teams.
• Plan and prioritize own work activities, which span across all CS and exam activities, responding to changing and at times competing requirements to ensure effective delivery of responsibilities over a daily/weekly/monthly time horizon.

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Role Specific Knowledge and Experience

• Education to Degree level or equivalent
• Dealing with customers and enquiries in a service environment and providing service within quality standards.
• Experience in handling and reporting income
• Advanced data entry and data analysis experience
• At least two years working in a reputable customer service environment with proven positive track record
• Experience working with CRM systems & MS Excel

Desirable Requirements

• Experience in supervising a group of people to achieve a specific purpose.
• Hands-on experience with CRM software is a plus

Salary
NGN6,154,368.00 (per annum).

Application Closing Date
8th May, 2022 , 23:59 Nigeria Time.

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

Note

• Must have the right to live and work in the location the role is based.
• Post holder may be required to work on weekends and/or holidays, based on operational demand.
• A connected and trusted UK in a more connected and trusted world.

Location: Lagos
Pay band: 2/J
Contract type: Fixed Term Contract- up till 31 May 2024

Role Context

• Customer service, operational quality and compliance assurance are critical to the business.
• Nigeria’s operating context means that risk management and contingency planning will be ongoing areas of focus.
• Developing flexible and appropriate delivery models will be critical in responding to the challenges of working across the country, post-pandemic.
• The Customer Services team represents the organisation to a wide range of our audiences, including in excess of 50,000 examination candidates each year face to face, as well as more than 120,000 enquiries by e-mail or telephone annually.

Role Purpose

• To support the achievement of country plan objectives in Nigeria by delivering customer services and to project a professional image of British Council and provide a high quality, welcoming and efficiently integrated enquiry service for the full range of the British Council’s English and Exams activities, product and services.
• To meet customer Service Excellence standards in all inbound and outbound contacts with customers.

Main Accountabilities

• The post-holder will Provide a consistent, professional, and positive customer experience in line with the Nigeria Customer Service Strategy and relevant corporate standards and polices.
• Record all forms of opportunities, customer data, interactions, and records accurately via agreed online and offline tools.
• Handle exams and non-exams information enquiries from inbound calls, and to operate telephone switchboard to satisfaction of customer.
• To acknowledge and state when answer will be provided if enquiry cannot be answered within standard period.
• To take messages in the event of a colleague's absence and to pass them on immediately using the agreed methods
• To approach customers proactively and offer help with finding information and using resources
• To deal with first level customer complaints and suggestions to agreed standards
• To maintain close working relationship through briefings with teams about current and up-coming events and activities and the ways that they can be supported
• To assist with market testing of products and services.
• Assisting with data collection for marketing purposes.
• To regularly attend staff meetings to both, gain and impart knowledge about our customers, products, and services.

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Role Specific Knowledge and Experience

• University Degree or equivalent
• Minimum of 2 years call centre experience
• Experience working with CRM & Call management systems
• At least two years dealing with customers and enquiries within a reputable customer service environment with proven positive track record, providing service within quality standards
• IT skills and experience working with MS Word & MS Excel
• Attention to detail.

Desirable Requirements:

• Customer Service Qualification
• Experience in supervising a group of people to achieve a specific purpose.

Additional Information:

• Essential Requirements- Rights to live and work in the country the role is based in.
• Postholder may be required to work on weekends and/or holidays, based on operational demand.

Salary
NGN3,841,822.00 per annum

Application Closing Date
8th May, 2022 by 23:59 Nigeria Time

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

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

Location: Abuja, Nigeria
Department: Human Resources
Contract type: Fixed Term
Duration: 12 Months
Pay band: 4

 Role Purpose

• The Nigeria People Operations function will handle specific transactional work that requires a significant degree of expertise and country and/or region-specific knowledge (pay and payroll; tax; pensions; onboarding / exiting; mandatory reports; contracts).

Challenges & Accountabilities

• This role requires a clear understanding of HR process, service proposition, and policies in order to deliver effectively.
• You will contribute to the implementation of the new HR Op Model, providing feedback to the relevant HR functions to drive continuous improvement.
• You will also build and manage key relationship with the People Advisory and SSC functions ensuring a smooth flow of communication.
• 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.

Main Accountabilities:

• Delivers a range of administrative services within agreed HR procedures, to maximise quality, continuity and efficiency
• Maintains accurate HR and payroll records (as applicable) and drafts routine and some non-standard documentation, reports or financial analysis/reconciliations
• Performs straightforward analysis, manipulation and interpretation of data, tasks or information, presenting findings/results accurately and appropriately to support effective maintenance of HRIS and payroll systems
• Notifying employees of their new compensation following the annual review. It may include the generation of letters/statements and the distribution of these to employees alongside their reward conversations.
• Carrying out relevant activities in relation to change to recurring/assignment related allowances in the system. This includes awarding, amending, calculating or ceasing an employee's allowance entitlement in the system, and notifying them of the change.
• Recognises and understands the impact of incidents arising (e.g. complaints, resourcing problems, logistical or technical difficulties) and proactively alerts the team leader to any issues of concern that are likely to impact service delivery or customer experience.
• Proactively communicates and liaises with others (inside and outside the British Council) to ensure effective coordination and delivery of events, services and activities
• Actively builds an established network with internal stakeholders across the wider department, unit or region to enable effective resolution of issues when they arise
• Tasks and coordinates others (e.g. internal colleagues or external contractors/suppliers) to complete time-limited, straightforward activities, within established procedures, in order to ensure efficient delivery of services. Monitors task completion to agreed quality and time standards.
• Provide support to the recruitment hub in the management of recruitment and selection of staff, according to corporate and equal opportunity standards with adherence to local employment laws
• Supporting the recruitment process by ensuring relevant pre-employment checks and onboarding are carried out in accordance with the provisions of local legislations.

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Role Specific Qualification and Skills

• Education to First Degree level
• Ability to use and adapt written and verbal communication skills to suit a variety of different audiences
• Experience of running payroll
• Experience working in HR and using HRIS
• Systems knowledge (Excel, Word, Power Point, Payroll and HRIS)
• Exceptional attention to detail.

Desirable:

• Degree in Human Resources or a relevant professional HR qualification
• Experience in an international environment
• Experience of working in a remote team
• Experience of working with HR Shared Services
• Ability to use and adapt written and verbal communication skills to suit a variety of different audiences.

Salary
NGN6,154,368.00 (per annum).

Application Closing Date
4th May, 2022.

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

Note

• Must have the right to live and work in the location the role is based.
• A connected and trusted UK in a more connected and trusted world.

Location: Lagos
Department: Human Resources
Contract type: Fixed Term
Duration: 12 Months
Pay band: 6

Role Purpose

• To partner with the exams business in the delivery of Exams HR services in line with corporate standards.
• The post holder will support the Senior People Advisor and Country Exams Director and undertake specific work within HR to support the effective management of the British Council operation, focusing on our Exams operations.

Role Context

• The HR function is an integral part of Business Support Services team. The HR Business Partner Exams will make contributions to the successful management of HR by managing day to day operations as well as providing vital support to all exams (SBU) team members.
• S/He will contribute to the on-going development of British Council Nigeria as a high-performing country operation, modelling the values and principles of a collaborative, integrated and mutually supportive team.
• This post is instrumental in ensuring that all HR procedures and policies are adhered to and that operational teams are knowledgeable about, and compliant with, the HR embedded within their business as usual processes.

Main Accountabilities

• To work with the recruitment hub in the management of recruitment and selection end-to-end processes for the Exams SBU.
• To ensure that managers carry out recruitment and selection according to corporate and equal opportunity standards ensuring adherence to local employment laws. Ensuring utilization of the HRIS; e-recruitment in the selection of new staff.
• To support Head of HR on the delivery of corporate HR strategies and plans. To ensure HR plans, issues and failings and risk are actively managed and reported to Senior People Advisor for reporting at FCCF and ERMF meetings.
• To ensure adherence to Information Knowledge Management standards of the team.
• To promote a culture of learning, knowledge sharing and teamwork by aiding collaboration and creating models for change management.
• To assist in arranging regular training on recruitment & selection, performance management etc.
• In consultation with Senior People Advisor, to receive and respond to inbound employee relations enquiries.
• To maintain an up to date record of employee relations issues
• In consultation with Senior People Advisor, to provide guidance, consultation and assistance to Line Managers and Staff on matters relating to employee disciplinary actions.
• Provide professional coaching/mentoring/guidance to internal customers and HR colleagues, to manage non-routine HR issues or guidance to implement project and change plans.
• To assist Line Managers in ensuring that their team performance management system operates to corporate standards and guidelines.
• Assisting the Senior People Advisor to ensure BC Nigeria’s strategy identifies and responds to EDI
• To prepare operational budgets. Ensuring value for money in the procurement of services on behalf of the team.

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Requirements
Role Specific Skills:

• Education to First Degree level
• About 3 years experience in HRM in a multinational organisation
• Proven track record in HR Management
• Ability to demonstrate understanding of best practice in HR processes and systems
• Excellent commercial acumen and understanding of business strategy and practices
• Knowledge of Nigerian Labour law.

Desirable:

• HR qualifications: CIPM, CIPD, SHRM,
• Managing change.

Salary
NGN9,185,747.00 (per annum).

Application Closing Date
4th May, 2022.

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

Note

• Must have the right to live and work in the location the role is based.
• A connected and trusted UK in a more connected and trusted world.

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