Customer Service and Sales Officer

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**

**Main Accountabilities**:
**1. Day to Day Customer service delivery**
- Provide a consistent and positive customer experience in line with the Global Customer
- Service Strategy and relevant corporate standards and polices
- Deliver accurate information to customers and manage their expectations to ensure a smooth customer journey
- Ensure the standard response bank is regularly refreshed to respond to customer queries
- Carry out all reception and registration duties in line with relevant corporate standards and policies. All physical spaces accessible to customers should reflect the British Council brand
- As the frontline of the British Council, to ensure that dress sense and tone of voice is representative of the organisational brand values and standards
- Participate in British Council activities as and when they occur, providing an effective presence, and ensuring that corporate requirements are met whenever activity takes place
- Record all forms of customer data and records accurately via agreed online and offline tools
- Contribute to the Voice of the Customer programme by regularly sharing weekly insights and comments gathered from customers through formal and informal channels
- Maintain an up-to-date contact database of all our customers, in relevant segments, within agreed CRM procedures
- Support delivery of high quality, up to date training and testing for young learners and adults
- Ensure that all interactions are as per Exams and Teaching Centre standards and CorporateChild protection and Safe-Guarding policies

**2. Sales**
- Be accountable for agreed individual income and conversion targets on a monthly basis
- Build rapport with prospective customers to gain understanding and information to respond to their specific needs and requirements
- Be the single point of contact for assigned opportunities, guiding them through the journey from first enquiry to final sale
- Make outbound calls to support customers dropping out at different stages of the customer journey and track conversions.
- Maximise conversion rates of enquiries to sales figures by communicating features and benefits of British Council offers, convincing and influencing prospects to enrol/ register
- Closely monitor and track conversion rates and achieve daily and monthly targets defined at centre level. Strive to improve conversion rate by keeping abreast of all changes to offering, observing classes, sharing insight with business teams regarding reasons for drop off and handling objections effectively
- Maximise opportunities for cross-selling and up-selling
- Proactively follow up customers who do not register after enquiry / consultation and gather information which can be used for future marketing purposes and/or service improvements

**3. Support to Teaching Centre**
- To provide energy and purpose in following the Marketing Action Plan and Academic Quality
- Plan in agreement with the CSM and Teaching Centre Manager with a view to achieving student and test-taker numbers and income targets
- Register / reserve / waitlist students in appropriate classes, entering details accurately on TCMS, in a professional and friendly manner
- Distribute, collect and collate satisfaction surveys for all regular public courses into the agreed documentary scorecard management system to agreed timings and standards
- Collect and report money collected from customers for placement tests / courses / books / examination registrations and other products / services daily according to FCCF and audit requirements, through cash desks and by issuing receipts for all income received; reconciliation and, accepting refund requests. Cash desks must be balanced and closed accurately with actual received incomeRecord all corporate clients, sponsored students and all Regular Public Course students on TCMS

**4. Support to Exams**
- Support the delivery of examination services / products through leading on contact, registration and pay and post-test activities to defined quality standards, in order to meet customer needs and support the delivery of the in-country Examinations Business Development Plan
- Collect and report money collected from customers for exam services daily according to FCCF and audit requirements, through cash journals and by issuing receipts for all income received; reconciliation and, processing transfer