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Customer Service Sales Coordinator
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Customer Service Sales Coordinator
**Date**:15-Feb-2023
**Location**: Bogota, Americas, CO
Bogota, Americas, CO
Bogota, Americas, CO
**Company**:British Council
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.
We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.
Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021-22 we reached 650 million people.
**Pay Band and salary**: H/4 - $2.959.000
**Contract Type**: Indefinite
**Location**: Bogota
**Closing Date**: advert will close on
**Sunday February 26, 2023 at 23:59 Colombia time**.
**Role Purpose**
The post holder will be line managed by the Regional Sales Manager with dotted line management to the Americas Regional Customer Management Lead. This role will manage, with the support of the Regional Sales Manager, a team of 5 full-time staff as well as temporary staff that may be recruited periodically to support the directorate.
This team works to ensure that all British Council customers, partners, clients and contacts enjoy a consistent and positive experience across all channels of contact. The main function of this role is to ensure that the Global Customer Management Strategy is implemented in Colombia and achieves its objectives of increasing operational efficiencies, supporting the Strategic Business Units (SBUs) to achieve partnership and revenue goals and having a highly motivated and engaged customer service workforce in operation.
**Main accountabilities but not limited to the following**
- Agree business plan and performance metrics for the directorate, working in collaboration with the Teaching Centre Manager and Marketing Lead
- Lead the team proactively following up on leads and opportunities to expand the British Council market in Colombia
- Set individual sales targets, measured in revenue or programmes sold and assign account management duties to the customer service team
- Lead on all term registration activity. This involves planning resource requirements, liaising with marketing on promotional activities, organising customer databases for targeted promotion, organising consultations, organising pre-and post-registration meetings and providing daily reports to management on performance against tasks / targets
- Manage all customer communication activities related to registration activities by ensuring use of cost-effective channels
- Ensure the Colombia Customer Service team meets and exceeds the customer service and sales targets and KPIs as set by the British Council for the Teaching Centre department.
- Ensure the team follows sales pipeline monitoring procedures, and tracks and responds to potential customer needs according to their phase in the sales cycle
- Coach and motivate the team to achieve agreed sales targets and up-skill individual team members where necessary
- Track sales targets and report sales performance regularly to the Academic team
- Motivate the team and to foster good team spirit, delivering a high quality, efficient and integrated customer service experience.
- Where required, manage relationships with key corporate clients
- Work closely with Regional Customer Management Americas Team, Colombia Marketing Lead and Colombia Teaching Team, Country Management to share best practice and standards.
**Requirements of the role**
- At least three years working in a customer service and sales environment with proven positive track record
- At least one year supervising a customer sales team
- A technical, technological or undergraduate degree or equivalent professional experience as essential
- Written and verbal proficiency in English at Upper Intermediate/B2 is required.
**Additional information**
- Working pattern on rotating shifts (Monday to Friday from 6.30 am to 1.30 pm, or 1.00 pm to 8.00 pm; Saturdays from 7.30 am to 2.30 pm).
**Note**: you are welcome to upload your supporting statement in English, Spanish or Portuguese, whichever you prefer; however, if invited to interview, this will be fully in English and with an interview panel. English proficiency may be assessed before inviting for interviews.
A connected and trusted UK in a more connected and trusted world.
**Equality, Diversity, and Inclusion (EDI) Statement**
The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity a
