Thursday , May 30 2024

British Embassy Jobs – Assistant Manager

Website British Council

Job Description:

To assist the Contact Centre Manager in the management of Exams customer service and the implementation of customer service strategies in compliance with corporate standards and initiatives, to deliver a high quality and efficient integrated customer service experience for customers meeting all British Council Key Performance Indicators (KPIs) for customer satisfaction.

Job Responsibilities:

  • Work effectively with the wider Sales and Customer Management Team to enable knowledge sharing of best practice and suggest improvements to the customer journey; participate at Sales & Marketing Events to support customer enquiries and registrations.
  • Monitor and update customer facing channels (including but not limited to IVR announcement, social media); contribute to, and advise on content for social media; contribute information and ideas for production of digital marketing plans and campaigns.
  • Effectively manage the performance of Exams Customer Service Executives and assistants.
  • Manage the customer journey for all front of house operations and events to agreed standards and objectives; manage customer enquiries, registrations and complaints across all channels (including but not limited to phone call, email, counter services, social media) according to British Council standards.

Job Requirements:

  • Knowledge of Customer Relationship Management
  • Competent in IT and numeracy skills
  • At least 2 years’ experience working in a customer service role, preferably in the Contact Centre environment
  • Experience of managing and motivating individuals / teams to deliver high quality products and services
  • Candidate must have the right to live and work in the country in which the role is based

Job Details:

Company: British Council

Vacancy Type:  Full Time

Job Location: Bristol, England, UK

Application Deadline: N/A

Apply Here