Urgent Recruitment at British Council – Customer Services Adviser

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.

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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.

Role Title: Customer Service Advisor (17304)

Location: Musqat, Oman

Number of positions: 1

Contract type: One-year Fixed Term Contract (Renewable)

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Payband and Salary: PB4/H OMR:383.00. Housing allowance: OMR:190.000. Cost of Living: OMR:73.000. Transportation allowance: OMR:60.000

Closing date and time: 01 January 2022 (23:59 GST Time)

Please note that all applications for this post should be submitted in English. It is advisable to apply in advance to avoid any technical issues at the last moment.

About Us

The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections, and engendering trust.

We work with over 100 countries across the world in the fields of arts and culture, English language, education, and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.

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Role Purpose

To consistently deliver a high-quality customer experience to all customers meeting all Key Performance Indicators (KPIs) and to deliver Sales and Customer Relations services in order to enable the British Council to meet its business targets and objectives.

To demonstrate the attitudes, skills, behaviours and knowledge required by British Council customer service professionals in accordance with British Council customer service standards.

Customer Services

Main Accountabilities:

• Provide information to customers via face to face, telephone, social media and e-mail by being the main point of contact for enquiries handled by the Customer Services team
• Respond to all enquiries as per corporate standards and policies outlined in the Customer Management Framework
• Log enquiries and maintain statistics accurately on British Council systems
• Meet monthly and annual individual and team targets set for Teaching Centre and Exams
• Actively participate in conducting internal and external Mystery Shopping exercises and support the achievement of net promoter and scorecard results
• Collect feedback from customers actively and forward it to relevant stakeholders as required
• Act as Front-Line Duty Officer (FLDO) for customer service issues, dealing with complaints and incidents on daily rotational basis with other Customer Services Advisors. Ensure full coordination with other Duty Officers (TC), and premises manager, if needed
• Promote the sales of Examinations products including Examination based courses, with a primary focus on IELTS
• Ensure that relevant guidelines and policies are applied and followed in the areas of: Data Protection, Child Protection, Health & Safety, Equal Opportunities and Diversity, and Anti-Fraud.
• Conduct consultations with potential customers, virtually or in person, to provide information and to register them to our products and services
• Maintain and develop relationships with existing customers

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Registration & Finance

In line with the regional cash handling policy Customer Services Advisor is required to:

• Register customers and to collect income received and transfer it accurately onto Finance and Business System (FABS) or other financial systems, to maintain records on the system and complete daily reconciliations
• Ensure that all income collected is reconciled and posted accurately in system
• Meet requirements of audit and financial reporting and any discrepancy is reported to line management within stipulated deadline

Administrative Support

• Assist with day to day back-office administration of the Teaching Centre and Exams departments as required including verification & attestation of certificates.
• Administrative support is provided to Exams and Teaching Centre where data management, channels of communication SMS and Emails are sent to customers as per business needs
• Support departments like Exams, Teaching Centre, Projects and Services for International Education Marketing in managing events and exhibitions with the purpose of creating awareness and generating leads

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Sales And Support To Business Growth

• Support the business growth of Teaching Centre and Examination departments by achieving targets set out for the year
• Convert enquiries into sales by registering customers for the appropriate British Council service or activity to meet business targets, offering them proactive support to facilitate the process, inclusive of follow-ups
• Pro-actively cross sell and upsell British Council products and services to new and existing customers
• Administer speaking tests and offer consultation to new and existing Teaching Centre customers
• Close the sale to maximise enrolment and achieve targets

Training And Development

• Attend all briefing and training sessions as requested by the British Council Customer Services Department.
• Complete all mandatory training modules: Data Protection, Child Protection, Health & Safety, Equal Opportunities & Diversity, Anti-Fraud, Identity Checks as required.

Professional Development

The role includes a good level of health insurance and a friendly, English-speaking work environment. We offer opportunities to develop professional skills through our internal portal E-Learning & Development. The candidate is expected to successfully complete the compulsory courses during the first month.

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About You (essential requirements and skills for the role): we are looking for someone who is Omani National and has:

• B1 written and spoken English
• Secondary School Certificate OR University Degree / Diploma in Sales
• At least 3 years’ experience in customer services including at least 6 months in sales
• Flexible to work on shifts and during weekends.

Further Details

If you are interested in the post and feel that you are suitable for the role, then we would really like to hear from you. Please apply by 01 January 2022 (23:59 GST Time).

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

Equality , Diversity, and Inclusion (EDI) Statement

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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.

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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.

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.

How to Apply

Qualified and interested individuals should click on the button below to apply.

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