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 careers-trivia.com
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