HP CSA – British Council

Full Time @ Jobs in Qatar Sector: Other
  • Doha, Qatar View on Map
  • Date Posted : September 27, 2022
  • Salary: Negotiable
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About the job

Date: 26-Sep-2022

Location: Middle East and North Africa, QA

Company: British Council

The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections and engendering trust.

We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.

The British Council is an equal opportunities and diversity employer, and the post-holder will play a role in ensuring that Equality, Diversity and Inclusion polices are consistently applied through the Human Resources operation.

The British Council has a fundamental duty of care of all children engaged in activities with us under our mandatory Child Protection Policy. All our employees must be familiar with and follow the Child Protection Code of Conduct. The British Council affirms the position that all children have the right to be protected from all forms of abuse as set out in article 19, UNCRC 1989.

Role purpose

Support the wider Customer Service team by delivering effective, quality-driven first line service to customers, clients and stakeholders at the British Council Qatar, ensuring the customers receive the information and services they need in a friendly, professional, efficient and responsive environment.

In addition, post-holders will need to understand the English Language needs of prospective Adult and Young Learner students and provide effective and persuasive guidance regarding their British Council study pathway, in order to support the achievement of Teaching Centre registration targets.

Main Accountabilities:

Teaching Centre Consultations

  • Greet prospective student and/or parent in a warm, professional manner.
  • Review learning plan with customer and discuss key points.
  • Conduct speaking assessment to evaluate customer’s final language level, taking into account their written test result and learning goals.
  • Outline recommended study plan to suit customer’s immediate and long-term needs
  • Advise customer on available courses using live system data.
  • Register customer into desired course and take payment according to cash-handling policy.
  • Complete post-consultation administration according to agreed guidelines and relevant policies.

Front-Line Customer Service, Information Services and Learner Support

  • Ensure customers are served to agreed standards.
  • Handle customers enquiries regarding services, products and materials and ensure they are answered to agreed standards in an efficient, informed manner.
  • Deal with ‘first level’ customer complaints and suggestions to agreed standards.
  • Register examination candidates as per examinations board guidelines.
  • Approach customers proactively and offer help with finding information and using resources.
  • Provide demonstrations and user guidance to customers when needed to ensure customers are using products and services effectively.
  • Use materials provided by the Examinations and Teaching Centre departments.
  • Gather feedback and collate scorecard data for quarterly reports and submit data to unit heads and Marketing and Communications Manager.
  • Conduct telephone-based surveys or gather other customer data at the request of Customer Service, Marketing, Teaching or Examinations managers.
  • Assist at offsite events where Customer Service support is requested.

Teaching Centre and Examinations Department Daily Operations

  • Liaise with the Examinations department in contacting examinations candidates as needed.
  • Maintain the Examinations logbook for collection of statements and certificates.
  • Handle cash including fines, charges for services and membership charges according to corporate standards.
  • Carry out daily reconciliations of cash collected before hand over to accountant.
  • Follow handover procedures on a daily basis in line with agreed system.

Collection, Facilities and Space Management

  • Ensure stock is appropriately classified, labelled, displayed and sign-posted.
  • Ensure materials and displays are always up to date and accurate.
  • Ensure all computer and audio/visual resources are in functioning order.
  • Ensure basic trouble-shooting of computers are implemented on a daily basis
  • Ensure furniture and equipment is clear and ready to use.
  • Ensure all displayed materials on board and shelves are always up-to-date.
  • Ensure the front of house and consultation areas are suitably stocked with up-to-date display and promotional materials.

Other

  • Acquire and maintain an excellent level of product knowledge at all times and proactively seek to strengthen knowledge and understanding of Teaching Centre and Examination products
  • Maintain a close working relationship with the wider Customer Service team and attend all briefings and meetings.
  • Regularly observe Teaching Centre classes.

About you (essential requirements for the role):

  • English – C1 Level
  • Arabic – C1 Level (Speaking)
  • High school certificate
  • Experience in a similar role (face-to-face customer service)

Desirable criteria

  • University degree (or equivalent)
  • British Council product knowledge
  • Experience working in academic or educational environment
  • Experience in a sales-focused role

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