Customer Service Assistant

2 weeks ago

London, United Kingdom British Council Full time

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 Title: Customer Service Assistant 
Pay Band: Hourly Paid 
Location: Riyadh / Jeddah and AL Khobar 
Contract type: 1 year (Hourly paid contract )


Please note that all applications for this post should be submitted in English.
This role is open to candidates who have the right to work in KSA.

About us:

The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections and engendering trust.

We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.

The opportunity:

The post-holder will deliver effective, quality-driven first line service to customers, clients and stakeholders at the British Council Riyadh, ensuring the customers receive the information and services they need in a friendly, professional, efficient and responsive environment. They will understand the English Language needs of prospective Adult and Young Learner students and provide effective and persuasive guidance regarding their British Council study pathway, in order to support the achievement of Teaching Centre registration targets.

Main accountabilities :  

• To ensure the smooth day-to-day running of practical aspects of the customer service by:
-Photocopying material
-To assist TC, exams and CS with display work
-To help when necessary to give publicity materials
-Keeping the waiting area tidy
-Checking the waiting area equipment
-Preparing the waiting area and placement tests area

• To deliver high standards of customer care by:

-Welcoming the customers at the front office and help them to choose the correct option from the queuing system
-Calls the waiting list customers
-Monitore the waiting area
-Directing customers to the placment test classes
-Directing Customers enquiries to the right person
-Assisting with queries as required
-Phoning students to update them on information and services as well as running telephone surveys as requested.
• To help with placement testing setup by:
-Preparing all rooms as required
-Preparing the number cards
-Storing tests in a tidy fashion

• Respond to all F2F, phone and emails enquiries in a positive and professional manner in accordance with the British Council Customer Service Standards and Policies, as outlined in the Customer Management Framework.

• Deliver Teaching Centre and Exams Department registration service enquiries and support in an efficient manner and in accordance with Teaching and Exams Quality Standards. These will help the English and Exams Team meet their ambitious targets.

• By following enquiry guidelines, ensure that where appropriate enquiries and feedback are passed on to the relevant British Council person and department.

• Refer to the Service Level Agreement to ensure they are clear on what is and what is not expected of them.

• Promote and cross sell BC products and services in a professional manner.

• Perform Call Centre and front office related administration and financial tasks in a timely manner to ensure smooth running of Call Centre operation.

Role Requirements:
Threshold requirements: Assessment stage
Passport requirements/ Right to work in country 

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement

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