Urgent Recruitment @ British Council

Lagos, Abuja & Kano - Nigeria Posted 2 years ago Posted on Advertising / Social Media / Marketing / PR, Customer Service, Logistics / Transportation / Supply

The British Council is recruiting to fill the following positions:

1.) Regional Marketing Officer, SSA (Exams and Cultural Engagement)
2.) Scheduler
3.) Customer Service Officer
4.) Customer Service Assistant

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. 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.

See job details and how to apply below.

1.) Regional Marketing Officer, SSA (Exams and Cultural Engagement)

Locations: NG Abuja, Kano
Pay band: 4
Contract type: Indefinite
Alternative locations the role could be based: Flexible across SSA
Department: English and Exams or CE

Role Context

Marketing and Communications at the British Council is a strategic function which drives awareness, understanding and engagement with us across our diverse audiences.
We use insight, knowledge and analysis of our market and our customers to engage them with our work and our products and services in the most impactful and effective way.
We lead the development of our brand and use our expertise to tell inspiring stories to enhance our global reputation, build lifelong relationships, engage our staff and demonstrate our impact.
This role is a new role as part of Marketing and Communications Transformation programme. In line with the Global Recruitment policy, standard application and recruitment decisions will apply for this role

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

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.

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 Requirements:

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

2.) Scheduler

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

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.

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.

3.) Customer Service Officer

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.

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.

4.) Customer Service Assistant

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.

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.

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