British Council / recrute [offre d’emploi n°3] avec un SALAIRE = 2215 dt CDD

 ****Please fill in the application in detail. We cannot open CVs****                

• Job title: Customer Service Manager
• Location: Tunisia
• Contract Type: 2 years (renewable)
• Industry: Non-profit Organization Management
• Job function: Customer Service
• Pay Band 6/G (Locally appointed)

• Salary: 2215 TND Gross + benefits / medical insurance / annual leave

• Closing date: 24 July 2019

NOTE: 

• If you are interested in this role, kindly submit your application by 24 July 2019

Role Purpose

The post-holder will lead the team of Sales and Customer Services across the country, demonstrating the values, behaviours and knowledge required by Customer Service professionals to ensure the quality and efficiency in service delivered to internal and external clients increase customer satisfaction, loyalty and retention to meet their expectations.

 

The post-holder will contribute to the volume growth of our consumer facing products by improving sales performance and ensuring reliable data is gathered from new and existing customers and presented to relevant stakeholders in a timely way. Provide measured insights into our customers for various business units within the British Council.

 

Over the duration of this post, the post-holder will be expected to lead on several change projects within the Customer Service looking at delivering Customer Service Excellence. These projects will be driven by customer expectations and regional initiatives. 

Function Overview

The Arab Spring began in Tunisia and although many citizens are disappointed that there have not been more tangible outcomes from their revolution the Tunisian government and a very healthy CSO sector continues to work towards entrenching democracy and attracting inward investment. This has to be seen, however, against a backdrop of a sluggish economy and relatively high rates of unemployment.

 

The British Council, meanwhile, has a good reputation in Tunisia and works in the English and Examinations, Education, Arts, and Society sectors, with this latter an increasing priority and often offering client-funded opportunities.

The Customer Service team currently consists of 7 Customer Service Advisors (CSA) and is led by a Customer Service Manager (CSM) and Deputy Registrar.

 

Our vision is to offer the most Trustworthy, Inspiring and Effective customer service, requiring the least effort from our customers, and where customers experience an outstanding service that enhances the reputation of the British Council.

 

British Council MENA customer service teams will maintain standard Key Performance Indicators that will be evidenced by the annual Mystery Shopping and Customer Effort Assessment. These standards will be reflected in the day to day operations and deliverables.

 

Main Opportunities

Teaching Centre and Exams sales activities

• Ensuring that enquiries are measured and handled appropriately according to the regional operations and quality guidelines.
• Focus on efficiency in enquiry handling across multiple customer touch points (Social Media, Retail, Email, Call Centre).
• Share customer feedback and insight with Teaching Centre, Exams and Marketing.
• Make evidence-based recommendations to improve sales conversion rates
• Ensure agreed customer management and compliance processes are followed  
• Using globally aligned methods to drive a better customer experience resulting in enhanced sales of all products.
• Using quality measurement tools to monitor and enhance the overall experience which results in registrations
• Coach and develop, create methodology involving staff to increase registrations for all products
• Ensure that appropriate sales tracking tools are updated and reported to business lines.
• Provide reports to management that cover all aspects of operations
• Build measurement & insight capacity

Customer Care

• Manage the provision of information to customers both onsite and offsite as required (eg at exhibitions), ensuring accurate and up-to-date information
• Supervise the handling of customer enquiries, complaints and suggestions, ensuring appropriate follow up and maintaining accurate records of action taken in line with policy. As per Customer Management Framework, Customer Services Manager is the CS compliance manager
• Manage the team to ensure appropriate staffing levels are maintained at the Front Office at all times in line with customer needs and operating hours
• Frequently monitor customer service team and call centre as per British Council’s customer management framework and MENA Customer service Quality standards.

Leadership and Line Management

• Lead on transformation of the Customer Services Team into an effective Sales Team fully integrated with Teaching and Exams Global processes and systems
• Model appropriate behaviours for the team
• Lead on recruitment and selection of appropriate Customer Services Skills in accordance with corporate standards
• Line management of the team, including training, coaching and mentoring ensuring that customer service staff have been appropriately briefed on BC procedures and receive the training required to allow them to successfully fulfil their duties
• Manage overtime of CS staff, Time in lieu (TOIL) and annual leave in line with financial control standards in order to minimise cost.
• Agree SMART deliverables for the team and for individuals that are aligned with higher level plans and development
• To actively manage team and individual performance throughout the year, taking opportunities for regular dialogue
• Address any poor performance promptly and in line with BC standards and policies
• Leading the country CS strategy in accordance to regional and global CS strategy/guidelines to meet local business needs

Finance and Control systems

• Oversee the accurate recording and handing over/storing of revenue by front office staff as per corporate standards
• Ensure that income reconciliation takes place as per corporate finance standards
• Report customer service data to region
• Manage the Customer Services Budget
• Approve Purchase Orders as required

Qualification

• 3 years experience in team leadership role e.g. team supervisor, team lead
• 1 year Experience in a customer service / sales-focused role
• Fluency in English, French and Arabic is essential 
• British Council product knowledge is desirable
• Experience working in academic or educational environment
• Call Centre or Face to Face operations background

The British Council is committed to a policy of equal opportunity and is keen to reflect diversity at every level within the organisation. We welcome applications from all sections of the community. We guarantee an interview to disabled candidates who meet the essential criteria. British Council appointments are contingent on thorough checks. In the UK, and where appropriate systems exist overseas, these include Criminal Records checks.