Job Openings at British Council

Role Context

• Customer service, operational quality and compliance assurance are critical to the business. 
• Nigeria’s operating context means that risk management and contingency planning will be ongoing areas of focus.
• Developing flexible and appropriate delivery models will be critical in responding to the challenges of working across the country, post-pandemic.
• The Customer Services team represents the organisation to a wide range of our audiences, including in excess of 50,000 examination candidates each year face to face, as well as more than 120,000 enquiries by e-mail or telephone annually.

Role Purpose

• To support the achievement of country plan objectives in Nigeria by delivering customer services and to project a professional image of British Council and provide a high quality, welcoming and efficiently integrated enquiry service for the full range of the British Council’s English and Exams activities, product and services.
• To meet customer Service Excellence standards in all inbound and outbound contacts with customers.

Main Accountabilities

• The post-holder will Provide a consistent, professional, and positive customer experience in line with the Nigeria Customer Service Strategy and relevant corporate standards and polices.
• Record all forms of opportunities, customer data, interactions, and records accurately via agreed online and offline tools.
• Handle exams and non-exams information enquiries from inbound calls, and to operate telephone switchboard to satisfaction of customer.
• To acknowledge and state when answer will be provided if enquiry cannot be answered within standard period.
• To take messages in the event of a colleague's absence and to pass them on immediately using the agreed methods
• To approach customers proactively and offer help with finding information and using resources
• To deal with first level customer complaints and suggestions to agreed standards
• To maintain close working relationship through briefings with teams about current and up-coming events and activities and the ways that they can be supported
• To assist with market testing of products and services.
• Assisting with data collection for marketing purposes.
• To regularly attend staff meetings to both, gain and impart knowledge about our customers, products, and services.

Role Specific Knowledge and Experience

• University Degree or equivalent
• Minimum of 2 years call centre experience
• Experience working with CRM & Call management systems
• At least two years dealing with customers and enquiries within a reputable customer service environment with proven positive track record, providing service within quality standards
• IT skills and experience working with MS Word & MS Excel
• Attention to detail.

Desirable Requirements:

• Customer Service Qualification
• Experience in supervising a group of people to achieve a specific purpose.

Additional Information:

• Essential Requirements- Rights to live and work in the country the role is based in.
• Postholder may be required to work on weekends and/or holidays, based on operational demand.

Salary
NGN3,841,822.00 per annum

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Role Context

• The Customer Service Officer role falls under the Customer Management function whose mission is to create advocates and win and retain customers by supporting, coaching, and partnering with them across their journey with the British Council.
• This work is very crucial in sustaining our commercial businesses – specifically, the English and Exams business, and our overarching cultural relations mission.

Role Purpose

• The purpose of this role is to contribute to the smooth running of the British Council’s customer service operations in Nigeria by delivering high quality customer service and sales targets in line with corporate standards and policies.
• The post holder will act as British Council’s ambassador and manage all level one queries from global, regional and local teams within the customer service function in order to achieve faster complaint resolution times in line with corporate customer service standards.

Main Accountabilities
Main accountabilities but not limited to the following:

• The post-holder will provide a consistent and positive customer experience in line with the British Council’s Customer Service Strategy and relevant corporate standards and polices
• Handle first-level enquiries received in person, by email or telephone on relevant aspects of the British Council’s activities / products, in a friendly and professional manner, in line with Customer Service standards, and forward all 2nd level enquiries to relevant colleagues, ensuring they are attended to within specified timelines
• You will be accountable for agreed individual income and conversion targets every month.
• 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.
• 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
• Coordinate with other Exams team members on an ongoing basis to ensure a seamless customer journey. This includes timely escalation of unresolved complaints to the concerned teams.
• Plan and prioritize own work activities, which span across all CS and exam activities, responding to changing and at times competing requirements to ensure effective delivery of responsibilities over a daily/weekly/monthly time horizon.

Role Specific Knowledge and Experience

• Education to Degree level or equivalent
• Dealing with customers and enquiries in a service environment and providing service within quality standards.
• Experience in handling and reporting income
• Advanced data entry and data analysis experience
• At least two years working in a reputable customer service environment with proven positive track record
• Experience working with CRM systems & MS Excel

Desirable Requirements

• Experience in supervising a group of people to achieve a specific purpose.
• Hands-on experience with CRM software is a plus

Salary
NGN6,154,368.00 (per annum).