IELTS Counsellor

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people.

Role Purpose

To improve quality of IELTS test taker journey in MENA through the delivery of the new IELTS counselling service with the intent of guiding customers to achieving their desired scores. To use captured data to proactively seek eligible customers for the new Counselling service. Managing caseload of customers over extended periods of time. In-depth understanding of Teaching & Exams products in order to be able to create curated learning plans for service users. Providing recommendations on IELTS preparation product gaps.

Main Accountabilities:

Counselling Services:

• Provide information to potential and current IELTS users via face to face, telephone, WhatsApp and e-mail by being the main point of contact for eligible or enquiring customer about the Counselling Service.
• Identification of potential customers through multiple sources inclusive of; Customer Service referrals, enquiries, extracting relevant registration data from ORS2 and cold calling.
• Assess current English level through the administration of receptive skills testing and supporting Teachers who will carry out productive skills testing.
• Create bespoke learning plans for service users through a mixture of free and paid IELTS products to develop English language skills and help users achieve desired score.
• Update service users' profile after every interaction.
• Meet individual and team targets set for Teaching Centre and Exams registrations
• Signposting and guiding service users to the correct function to assist in the remedying their issues. Liaising with Customer Service, Exams, Teaching Centre to ensure customer receives a satisfactory outcome.
• Promote the sales of IELTS Examinations products including Examination based courses.
• Identify and make recommendations on product gaps to relevant function.
• Collect feedback from customers actively and forward it to relevant stakeholders as required.
• 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.

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
• Liaise with Customer Service to take payment from Counselling service users in person or via the online link and track payment progress.
• Achieve the monthly target.

Training and development:

• Attend all briefing and training sessions as requested by the British Council Counselling service.
• Complete all mandatory training modules: Data Protection, Child Protection, Health & Safety, Equal Opportunities & Diversity, Anti-Fraud, Identity Checks as required.
• Ensure that product knowledge is always up-to-date across all IELTS products.

Administrative, Financial and IT duties

• Be responsible for daily and monthly cash handling and financial reconciliation in accordance with Essential Finance Policies and Standards. 3
• Perform customer service related administration tasks in a timely manner to ensure smooth running of Customer Service operation
• Use IT efficiently and in accordance with IT policies and standards

Minimum/essential Requirements-

Secondary school certificate to be a university / Bachelor's degree. 2 years' customer services and sales experience

Desirable Requirements-

University degree/diploma in Sales Advanced skills using Excel and PowerPoint

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