Exams Account Relations Coordinator

1 day ago


الجيزة, Egypt British Council Full time

Exams Account Relations Coordinator

**Date**:2 Sep 2024

**Location**: Giza, Middle East and North Africa, EG

**Company**:British Council

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**

The purpose of this role is to ensure the efficient, effective operational co-ordination and delivery of both B2B Exams, Activities and Projects at the right cost and customer experience.The role is to support B2B Customers on operational, and business development issues, reporting issues and resolutions to the Account Relationship Manager(s) to develop and retain the Account.

**Main Accountabilities**:
**Service delivery and Operations**
- Promote & deliver high quality events, tours or projects planned and delivered in relation to target audience’s needs and British Council strategic objectives
- Identify & respond to needs of relevant target audiences
- Project management and vendor management to ensure procurement, regular servicing, and readiness of use of related equipment to ensure smooth delivery of exam services; support negotiation with partners & suppliers to arrange relevant resources & arrangements
- Plan and implement all event participation to agreed standards, including but not limited to child protection, branding & EDI
- Ensure budgets are monitored and reported on according to the agreed timetable

**Customers/ Relationship and stakeholders**
- Supporting continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department
- Proactively work with Account 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.
- Act as the first point of contact for delegated partnerships
- Network effectively at events and online
- Adds value to key accounts and looks at opportunities for growth or retention through cross
- sell and other initiatives
- Ensure all communications, online & offline, are up to date and effective
- Works to defined Account Relationship standards and frameworks, including an up-to-date records on relevant CRM system

**Risk and compliance**
- Follows agreed corporate risk management processes and procedures when delivering services (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the BC and its customers at all times.

**Analysis and reporting**
- Uses standard procedures and templates, regularly records, analyses and reports on operational activity to support senior managers in making timely/ effective business decisions
- Supports wash-up meetings to review activity, continual improvement and corrective actions
- Embed monitoring & evaluation steps across all product/project life-cycle, recording and reporting impact of activities and sharing findings with colleagues and managers
- Support analysis of trends in registration of different qualifications
- Conduct customer satisfaction surveys designed locally and by region
- Collect other competitor and business intelligence from own and others networks and contacts, as well as desk research and mystery shopping exercises
- Present findings of above and recommendations on service design improvements and promotional messaging to Product and Marketing Managers in regular meetings

**Minimum/essential Requirements-**

B2 written and spoken English.

Excellent communications and stakeholder relationships skills

Excellent computer skills

Experience in maintaining account or partner relationships

**Desirable Requirements-**
- Arabic****:

- Background and knowledge about schools’ different education sector
- Knowledge or learning of online learning.
- Event or project management
- Conducting analysis or generating intelligence

**Further Information**
- Number of positions: 1
- Employment Type: FTC 1 year to be renewed
- Location: Alexandria, Egypt
- Grade: 4H
- Other:
- The coordinator shalle Flexible to work across cities (Cairo/Alexandria)-
- The coordinator shall work frequently during weekends or weekdaysA connected and trusted UK in a more connected and trusted world.

**Equality, Diversity, and Inclusion (EDI) Statement**

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their



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