B2B Customer Support Officer at British Council

Role Purpose

The long-term purpose of this role is to ensure the efficient, effective operational co-ordination and delivery of Business to Business (B2B) Exams and Projects at the right cost and customer experience. The role is to support B2B Customers on operational, system and technical issues and report issues and resolutions to the Account Relationship Manager to develop and retain the Account. During the transition period, the role will provide this support to Business to Customer (B2C) customers, focusing on registration and payment systems and Computer-Based testing. It will also provide operational finance support to country and cluster teams including Purchase Order creation, Direct Invoicing processing and debtor management.

Main accountabilities but not limited to the following:

• Provides technical assistance leading up to and on Test Day.
• Undertakes bulk upload and cash reconciling
• Supports continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department.
• Proactively works with Operations Manager to deliver satisfactory and timely resolution of customer (internal or external) complaints, coordinating input from other team members as required. Ensures the customer is kept informed throughout the process.
• Undertakes contingency and risk management on the ground, liaises with Local IT, Examiner or Venue Staff to ensure alignment on communications. 
• Provides support related to compliance or investigations on Test Day and related issues.                                                                                                             
• Uses standard procedures and templates, regularly records, analyses, and reports on operational activity such as venue staff performance to support senior managers in making timely and effective business decisions that respond to operational needs.
• Supports meetings to review Test Day performance delivery, continual improvement, and corrective actions.
• Plans and prioritises own work activities, which span across a range of different work streams, responding to changing and at times competing requirements to ensure effective delivery of responsibilities over a weekly/monthly time horizon.

Role specific knowledge and experience:

• Experience in B2B / B2C customer service environment
• Experience of and ability to deliver excellent standards of customer service
• Excellent computer skills
• Understanding and experience of risk and compliance management

Desirable

• Experience working in exams
• Experience of supporting on delivery of computer-based exams
• Experience of examinations operational finance