Vacancy title:
Customer Services Officer

Jobs at:
British Council

Deadline of this Job:
14th April 2017

Duty Station:
Kampala, Uganda

Job details:
Reports to: Country Exams Manager

About BC:
The British Council is the UK’s international organisation for educational opportunities and cultural relations. We create international opportunities for the people of the UK and other countries and build trust between them worldwide. British Council Uganda is based in Kampala and offers a full range of programmes including examinations, project management on behalf of other donors, and its own grant funded projects. British Council has operated in Uganda since 1952 and its aim is to build cultural and educational relations between Uganda and the UK.

Job Summary: The Customer Services Officer will provide support to ensure the smooth running of the British Council’s exams operations in Uganda in line with corporate standards and policies. The incumbent will be the first point of contact for visitors, providing information about our services, , receiving incoming calls and forwarding them to other colleagues. You will also manage client accounts, our client database and deliver any related administrative, financial and marketing activities, demonstrating the highest standards of customer service at all times. The Customer Services Officer will be responsible for providing customer service and administration support to the Exams section as well as the British Council Uganda Front Desk as part of a team who all have a collective responsibility to deliver British Council services to the highest standard..

Key Duties and Responsibilities:
Customer Service:
• To provide a consistent and positive customer experience in line with the Uganda Customer Service Strategy and relevant corporate standards and polices.
• The incumbent will provide sales service across all British Council customer service channels; for all UK professional qualifications and exams administered by British Council Kampala. To cross-sell relevant British Council services and products where appropriate
• Manage 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.
• Update and maintain standard responses and other information for enquiry handling and send out information by mail or telephone about British Council activities.
• To carry out all reception and registration duties as required by Country Exams Manager in line with relevant corporate standards and policies.
• Actively participate in British Council activities as and when they occur, providing an effective presence, and ensuring that our requirements are met whenever activity takes place.
• Record all forms of customer data and records accurately. To meet corporate CS standards (E.g. Customer Management Framework, Mystery Shopping) and inform strategic decision-making.
• The jobholder will also distribute, collect and collate satisfaction surveys for all exam products into the agreed documentary scorecard management system to agreed timings and standards.
• Attend an agreed schedule of regular customer service meetings and draft the minutes to the agreed standard.
• Check the Customer Feedback box daily, responding to all feedback and customer comments and, where necessary, forwarding to relevant colleagues, ensuring they are attended to within specified timelines.
Exams and Administration Duties:
• Render support in the delivery of examination services / products (E.g. processing exam applications, lead on venue staff and test day operation(s) planning) to defined quality and UK Exam board standards, in order to meet overall customer needs.
• Support the sales and marketing of services/ exam products to customers through all the relevant British Council customer service channels hence supporting the delivery of the In-Country Examinations Business Development Plan to enable the Council to meet its corporate objectives.
• Tasked with scheduling and monitoring overall exam logistics, remuneration and overall workforce planning in order to ensure a synchronized execution of all exams administered.
• Check and replenish front of house displays / noticeboards / display stands daily.
Finances:
• The jobholder will also collect and report front desk sales made for Exam test preparation materials. To regularly reconcile Exam test preparation material / books as stipulated by the Finance and resources section.
• Reconcile and identify individual candidate payments and Income received through the British Council Bank account and dully process and post the amounts to their relevant product/ account category.
• Support the wider office with the procurement process (Collect vendor quotations, prepare purchase orders, cater to the goods receipt and vendor payment processes) on a daily basis.

Qualifications, Skills and Experience:
• The applicant for the British Council Customer Services Officer should possess a related University degree
• A minimum of two years working in a reputable customer service environment

Job application procedure
All suitably qualified and interested candidates who so desire to join the British Council in the aforementioned capacity should endeavor to Apply Online by Clicking on the link below. Please further review job requirements and if competent, proceed with the online application.
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