Job Vacancies at the British Council

Pay band: 6
Contract Type: 12 Month Fixed Term Contract

Role Purpose

• Working within the SSA Regional Resourcing Team, this role will actively contribute to the provision of professional recruitment services ensuring the right people are in the right posts at the right time.
• The Resourcing Specialist will support the delivery of resourcing targets, supporting and coaching line managers in conjunction with HR colleagues in the Region.
• By providing strong, proactive administrative support, an efficient end to end best practice recruitment process will be delivered to our stakeholders internally and externally (customers, candidates, suppliers), resulting in recruitment campaigns being delivered well and to time.

Role Specific Knowledge and Experience
The main essential knowledge and experience points that we are looking for you to evidence are:

• Degree in Human Resources or related discipline or equivalent by experience (progressive years)
• Strong verbal and written communication skills
• Sound attention to detail, ensuring accuracy in information and reporting, clear messaging and consistent standard
• Strong self-management including prioritisation and delivery of objectives against varying deadlines and activities
• Exposure to working within a busy fast paced environment while meeting tight deadlines
• Sound evidence of providing high level administrative support to individuals and teams
• Evidence of acting as the first point of contact within a customer focussed environment
• Engagement with varying levels and types of stakeholders and exposure to working with confidential information
• Minimum of 3 years’ experience in recruiter role
• Understanding of relevant employment legislation in SSA countries and equal employment opportunity best practice
• Direct sourcing experience and managing end to end recruitment campaigns.

Desirable Experience:

• CIPD qualified or equivalent
• Proactive and innovative in relation to delivering strong attraction and recruitment results
• Some previous knowledge of HR systems such as MyHR (SAP)
• Equality, Diversity and Inclusion hiring techniques
• Data Analytics
• Proficiency in MS Excel especially working with Pivot Tables and functions

Requirements:

• Candidates must have the pre-existing right to work in Nigeria.

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Role Context

• This role sits within the Cultural Engagement (CE) Strategic Business Unit (SBU).
• CE brings together our portfolio of work in arts, education, English, and research. Our portfolio is delivered through a set of globally led programmes that locates our work and impact within our strategic framework.
• These programmes deliver our key performance indicators and impact ambitions.
• The country focus for Nigeria is Arts and the role will support programme deliver across these areas in alignment with regional and global programmes.
• This includes contributing to the design, implementation and evaluation of the country strategy and plans, and ensuring that ambitious plans (including operational, governance, financial and non-financial plans and targets) are met, ensuring full compliance with relevant standards and policies in so doing.
• This role includes support for the Head of Arts in the effective running of the Arts and Culture portfolio and deputise for the Head of Arts as appropriate
• This senior management role will also take the lead in actively securing and managing key partnerships, leading on business development opportunities and income generation aligned to the British Council’s strategy and vision.
• The post-holder will also support the delivery of any change programmes.

Role Purpose

• To carry out the implementation of multi-country programmes or large single county project or programme funded by British Council and other partners or clients in compliance with British Council policies and procedures.
• Could play a leadership role on a specific component of a larger project or programme.

Main Accountabilities (but not limited to the following)
The appointed candidate will have the following accountabilities, responsibilities and main duties:

• Could play a leadership role on a specific component of a larger project or programme
• Manages delivery teams and/or project team.
• Leads on relationships at a project/programme level.
• Holds delivery partners to account including supply chain management where applicable.
• manage and control the agreed budget, expenditure and income against plans, ensure accuracy of reports and ensure sound financial management and analysis across the portfolio through monthly finance reviews and quarterly business reviews.
• Ensures that every project/programme is compliant with all internal policies and processes (for example safeguarding, EDI, supply change management, social value and conflict sensitivity).
• Undertakes programme-specific data collection as needed and works with colleagues to identify indicators and tools for data collection, quality assures all data, and undertakes basic analysis.
• Supports the design of results-based programmes including development of basic Monitoring & Evaluation plans and results frameworks.
• As with any business that experiences peaks and troughs of activity, there is likely to be a need to work outside office hours from time to time.

Role Specific Knowledge and Experience
The successful candidate will need to possess the following requirements:

• Foundation level Project Management qualification (in-house training or evidence of CPD in this area could be considered)
• Experience of managing multi country or large in-country programmes that have met project closure and audit standards.
• Knowledge/ and.or experience of working with at least two types of funding sources within a structured compliance regime.
• Experience of client management, partner management and/or contract management.
• Experience of managing a wide range of stakeholders. 
• More than three years’ experience managing projects or managing aspects of programmes in the arts & culture sector in Nigeria
• Experience in spotting risk in a project or programme and putting together successful risk mitigation with SRO
• Understanding of MEL principles
• Experience of managing teams.
• Experience of conducting lessons learned reviews/After action reviews to inform future programme design and management.

Desirable:

• More than 5 years’ experience managing projects / programmes
• Experience of managing dispersed teams.

Essential Requirements:

• Role holder must have existing rights to live and work in the country the role is based.

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Pay band: 7
Contract Type: Indefinite Terms
Department: English and Exams

Role Purpose

• To measure and improve quality of customer service and the end to end customer experience with a view to improving and maintaining great sales performance across a range of channels (Phone, Email, Social Media and Face to Face) while providing, coordinating and developing training in conjunction with the global customer management team.

Main Accountabilities (but not limited to the following)
The appointed candidate will have the following accountabilities, responsibilities and main duties:

• Ongoing SSA Quality Monitoring and Evaluation strategy and lead on continuous improvements in the method (How) quality audits are conducted in SSA Customer Service teams
• Organizing, maintaining, customising and promoting newly developed customer service training modules in alignment with the standards required
• Ensure that the Global Customer Service standards are adhered to for the Enquiry and Complaints handling processes in SSA Customer Service through phone, face to face, email and social media.
• Manage framework of daily / weekly and monthly reporting of quality standard and tracking progress against agreed action points. This will include investigating reasons for any reduction in performance and sharing feedback
• Effectively manage a regional team member and work with country CS teams to ensure quality improvement.
• Perform monitoring on agents in multiple countries, with a focus on providing effective coaching
• Train and guide SSA Country CSMs & CSO’s on how to perform quality monitoring and agree targets per country and query management review of standard responses. Analysing and reporting on enquiry trends and resolution rates of various teams  
• Support and advice training needs of country staff, including managing the customer service training needs for the region and monitor induction delivered to staff. 
• Auditing & Reporting: Understand business needs and expectations, to make use of the existing or develop customized reports to highlight key trends, improvement opportunities and progress.
• Provide relevant reports and analysis of the activity in Sales and CS that will support attaining the objective of delivering our service with greater efficiency in all customer management working areas
• Monitor the customer experience of our competitors to ensure that our customer service offer remains competitive
• Manage and follow up on Customer Effort surveys and other service qualitative evaluation (third party or internal)
• As with any business that experiences peaks and troughs of activity, there is likely to be a need to work outside office hours from time to time.

Role Specific Knowledge and Experience
The successful candidate will need to possess the following requirements:

• University Degree or equivalent by experience
• Substantial experience in Contact Centre or Frontline customer service/Sales
• Specific experience in Quality management
• Experience of analysing insight and management of data
• Quality monitoring
• Training - facilitation and content creation for training.

Desirable:

• Relevant qualifications to support service operations management e.g.ICS Solutions, Innovations Award or Managing Customer service certificate
• Advanced skills using Excel and PowerPoint.

Essential Requirements:

• Role holder must have existing rights to live and work in the country the role is based.

Additional Information: 

• C1 level English
• International Travel may be a possibility.