Think Customer Cs and Sales Lead

2 weeks ago

London, United Kingdom British Council Full time

Think Customer CS and Sales Lead

**Date**:23-Jan-2023

**Location**: London, UKM, GB

**Company**:British Council

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.

**Role Purpose**

The Sales and Customer Service Think Customer Lead role falls under the Customer Management function which leads the British Council’s Sales and Customer Serivce operations and whose mission it is to create advocates, win and retain customers by supporting, coaching, and partnering with them across their journey with the British Council. This is work is crucial in sustaining our commercial businesses and our cultural relations mission.

There is a global transformation programme underway called “Think Customer” which aims to reduce customer effort, empower staff to deliver a great experience to our customers consistently and deliver a clear customer-centric strategy for the British Council’s English and Exams business. The target operating model for Sales and Customer Service is one workstream within that programme.

The post holder will act as a focal point and Subject Matter Expert for the Global Customer Management team regarding all issues related to people, systems, tools and infrastructure working alongside colleagues from other functions and other relevant stakeholders, providing expert support, analysis, and insight to ensure effective and efficient alignment across the global network.

The post holder will be line managed by the Global Director of the Global Customer Management function.

The Sales and Customer Service Think Customer Lead will work as part of a larger team tasked with delivering the target operating model for the Sales and Customer Management function. Their specific role purpose is to act as the Subject Matter Expert for the target operating model design workstream

**Main opportunities**
- Point person for Sales & Customer Service to voice right views and opinions and identify key stakeholders and knowledge experts
- Supports Project Manager with workstream governance
- Provides feedback and communication between teams and stakeholders, flagging risks and dependencies
- Gathers new and existing information required by implementation partner and programme team
- Works across data teams to provide data-driven insights into the workstream
- Represents CSM team in the future operating model design
- Validates proposed models through collaboration with team and stakeholders
- Works with Think Customer Programme team to support and manage communication cascades

**Role specific knowledge and experience**:

- Customer Service Professional Qualification (or equivalent experience and proven track record)
- Leading contact centre operations (preferably in global/multi-lingual business)
- Strategic workforce planning and MI,
- Track record of designing cross functional processes and working strategically across different SBU’s and departments alongside an overarching focus on customer experience
- Leadership of a significant dispersed team contributing to the growth of a global business similar to the British Council’s English and Exams business.
- Competent working with and sourcing data to support decisions
- Open minded, able to challenge existing processes (Lean Thinking / growth mindset)
- Product Lead skills, e.g., prioritisation, autonomy & the power of NO
- Good communicator - verbal and documented
- Good attention to detail and ability to work with consistency
- Self-starter who has the initiative to own and collaborate on tasks

**Further Information**

**Pay Band **- SMPS £50,635-£62,000 plus London Weighting £3,300

**Contract Type **- Fixed term 2 years

**Location -** UK Flexible

**Closing Date - Closing Date 6th February 2023 11.50 UK time**

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