Customer Services Manager at British Council

Role Purpose

To lead the customer management and sales function in the delivery of Teaching Centre and Exams sales targets and KPIs. Furthermore to  motivate and foster a good team spirit that enables a high quality, efficient and positive experience for customers, clients, and stakeholders as per agreed Service Level Agreement.

Main accountabilities but not limited to the following:

• The role holder will Set sales targets for the team
• The person will work closely with Teaching, Exams and Marketing teams to develop and execute sales strategies, plans and processes in line with the country and regional plans and targets.
• Enable smooth tracking of sales activity, ensure that recording of data on Salesforce CRM is in line with corporate guidelines and that sales performance reports and dashboards are prepared as per agreed format.
• He/she will lead & Conduct the needed quality and audits review for all country channels with aim of improving conversion and experience
• Run the day-to-day operation of British Council Customer Services in accordance with corporate standards and policies.
• Map the Customer Journey, measuring the customer experience regularly to make improvements.
• Ensure the customer service function, including the look and feel of the physical environment and front-line team dress code as well as customer communication, are reflective of the British Council brand standards
• Work with local, cluster and regional marketing and communications teams to plan and execute proactive communications that support business continuity plans
• Facilitate a monthly session that analyses NPS trends and reasons impacting performance
• Monitor test day experiences on a quarterly basis and use observations for continuous service improvement
• Recruit and line manage members of the Customer Service Team as per British Council guidelines and standards.
• Ensure performance objectives, performance reviews and year-end evaluations are completed on time, line manages are supported and feedback provided to them on a regular basis.
• Ensure performance objectives, performance reviews and year-end evaluations are completed on time, line manages are supported and feedback provided to them on a regular basis.

Role specific knowledge and experience:

The successful candidate will need to possess the following requirements:

• University Degree or degree-level (level 5 or above) qualification, and/or equivalent professional experience
• At least three years’ experience in planning and implementing sales strategies, customer relationship management and managing and directing a sales team
• Excellent written and verbal communication skills.
• Dedication to providing great customer service.
• Ability to lead a sales team

Desirable

• Customer Service Professional Qualification,
• Marketing Qualification
• Knowledge of SAP, CRM