The British Council is the world's leading cultural relations organization and creates opportunities for people in the UK and worldwide to understand each other, to work together and learn from one another. We see this as crucial to building secure, more prosperous and sustainable futures for us all. We build trust and understanding between different countries and cultures and develop strong international links that are of benefit to people in Britain and the rest of the world.

POSITION : Customer Service Officer

Pay Band: 4

Purpose of Job

To support the achievement of country plan objectives in Abuja and all Nigeria by delivering customer services.
To maintain them at the highest professional standards as set out in the British Council's EQS (Examination Quality Standards) and by the IELTS Partners.

Context and Environment

Customers and enquirers engage with the British Council Nigeria for a number of purposes with the majority being for examinations. Nigeria is the largest British Council exams business in the Sub Saharan Africa region. It administers exams in four subject areas: Schools, Professional/Vocational, and Educational on behalf of UK institutions and IELTS. In 2013-14 we will deliver roughly 75,000 exams to 25,000 candidates. The Nigerian team comprises 23 people; 15 are based in Lagos with 6 in Abuja and 5 in Port Harcourt.
The SSA region delivers exams in over 20 countries from its offices in 16 of these countries. In 2010, we delivered a quarter of a million exams to over 120k candidates. Growth in the region is robust, but our challenges are many. Nevertheless, Exams teams are making solid gains in our 4 strategic priority areas, namely: improving business performance, improving quality, improving financial compliance and increasing impact.
The post holder will be part of the team of 6 who administer the growing Exams business in Abuja ensuring quality and compliance as well as control of income and expenditure to deliver on target.

Accountabilities and Responsibilities
(including people management and finance):

As Customer Services Officer the post holder will be line managed by the Exams Services Manager in Abuja
Quality: to deliver a high standard of customer service to our customers, schools and exams candidates. Performance is measured by our own Exams Quality Standards
All administrative procedures are in full compliance with examination board regulations and EQS standards.
Finance: all British Council standards for managing finances are met with relation to managing Purchase Orders, managing contracts and procurement.

Main Duties
To provide services that support all British Council customers and implement action points in the Nigeria Customer Service improvement strategy. This involves ensuring that:

Front desk is always manned during operational hours
Visitors are attended to immediately and appropriately
Phone enquiries answered within 45 seconds of first ring
Email enquiries are attended to promptly and escalated from regional email centre as per agreed service level agreement
Daily / weekly balanced reconciliations are completed and "parked" on the financial system and spreadsheet.
Complaints, comments and feedback are dealt with in accordance with corporate policy and the Exams Quality Standards.
Provide support/assistance to the Exams Team on all aspects of Customer Service
Use the E-Africa website as the single authoritative source of information for all enquiry handling
To provide administrative support in the delivery of workshops, seminars and any other project related services in line with Exams Quality Standards (EQS)
All service registration procedures (e.g. Exams, Certification and other programme registration) are fully understood and implemented to agreed standards.
Information about the full range of British Council products and services is clearly and confidently articulated to customers, encouraging customer engagement and cross-selling
To regularly attend staff meetings to both gain and impart knowledge about our customers, products and services
Regular communication and working is maintained with back-of-house teams

Equal opportunity and Diversity:

To ensure that planning, delivery and implementation of managed projects are executed in line with the standards of EO&D

Information Knowledge Management:

Manage information created and received in compliance with British Council's information management standards, policies, the UK data protection principles and local legislation

Stock keeping of materials:

Maintaining logs of preparation materials

Venue Staff and Clerical Markers Management:

Assist in recruitment, training, monitoring of venue staff to board and EQS standards.

Exams Marketing:

To assist Centre Manager in collecting qualitative and quantitative marketing data.

Finance:

Ensure that payments are collected, receipts issued and accurately posted on the system

Deputising/sickness or holiday cover:

To deputise, by agreement, for other examination colleagues in Abuja office.

Other Duties

To discharge other centre-related duties and activities as directed by the Centre Manager

Key Relationships

Internal: Abuja Exams team, Lagos team, Port Harcourt team, Country Exams Manager, Deputy Country Exams Manager
External: Venue Staff, IELTS Examiners, Enquirers, Candidates, Customer Service staff

Person Specification

Behaviours
Essential:

Connecting with others (essential): Making regular opportunities to understand others better.
Working together (essential): Establishing a genuinely common goal with others.
Being Accountable (more demanding)
Shaping the future (essential):
Look for ways in which we can do things better.
Creating Shared Purpose (essential)
Making it happen (essential):

Assessment Stage:
These behaviours will be needed to successfully carry out the role, but will not be assessed for recruitment purposes.

Skills and Knowledge

Essential:

Marketing and Customer Service - Level 1
Computer Skills - Level 1
English Language proficiency to IELTS band 7.5 in all areas (or equivalent).

Desirable:

Knowledge of the education and qualification systems in the UK and Nigeria

Assessment Stage
Short listing & Interview:

Experience 

Essential:

Dealing with customers and enquiries in a service environment.
Providing and monitoring service within quality standards.
Working quickly and accurately to tight deadlines.
Experience of handling and reporting on payments from customers.

Desirable:

Experience of delivering examinations in a timely and secure manner.
Managing and training casual staff

Qualifications 

Essential:

Education to degree level or equivalent

Start Date
As Soon As Possible (ASAP).