Customer Service Advisor

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.

**British Council Pay band**:2

**Department**:Sales and Customer Services

**Contract type**: Indefinite contract

**Closing Date**: Wednesday 19th Feb, 2025 (23:59 GMT)

**Location**: Columbia

You must have the legal right to work in the stated location. You are not required to relocate.

**Role Purpose**:
**Role Context**:
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. Customer Service Assistant is an important position within the British Council. The post will suit a motivated and enthusiastic customer service professional who has the skills and knowledge to contribute of responding to the new customer needs and expectations. The post offers opportunities for development in customer service management, marketing and business development in an educational and cultural relations.

**Main Accountabilities/Responsibilities but not limited to the following**:
**Customer Support**:
Answer incoming calls/chats for all British Council services according to KPIs following British Council standards and service strategies. Generate and/or raise the interest level of customers with the intention of inviting them to take a placement test or consultation, register or attend an event.-
- CRM records must be updated regularly so that there is a complete history of actions/communications with the customer and sales performance can be monitored.- Respond to all customer enquiries-
- Follow up with customers to remind them of their consultation appointment, placement test booking, exam registration and/or event registration prior to the date of the activities. Service and product delivery support- Meet or exceed sales targets (new and existing students), KPIs and objectives.- Administer placement tests and provide consultation services to students on British Council courses and be the Single Point of Contact (SPOC) for prospects, guiding them through the journey from first enquiry to final sale.- Register or promote and cross sell relevant British Council services and products to secure excellent sales results.- Carry out after sales follow up, reminding students to re-register for the next term and identifying reasons for not continuing with the British Council if required.- Make outbound calls to prospective and existing sales conversions.- Acquire and always maintain an excellent level of product knowledge by attending product training and observing classes, as well as knowledge of pricing, discounts and offers. Systems and record keeping.- Be proficient in using relevant systems, such as call centre system, CRM, student registration system and other online booking systems.- Maintain and update all databases and statistics and reports in a timely and accurate manner.

**Finance and Resource Management**:
Assure accurate income collection, issuance of receipts and on British Council systems and alternative payment portals.

Work closely with other team members within the wider SCM team to deliver excellent customer service experience to meet sales targets (new and existing students), KPIs and objectives. - Full engagement with the performance management programme.

**Role Specific Knowledge and Experience**:
**Minimum/Essential**:

- Polite and pleasant customer service manners
- Excellent interpersonal and customer care skills
- Selling skills (confident and effective in up-selling and cross-selling)Experience in customer services and sales - related areas

**Desirable**
- Tele-sales experience
- Face to face sales experience
- Education sector experienceKnowledge of CRM

**Language Requirement**:
Desirable written and oral communication skills in English (CEFR A2 - B1). - Good written and oral communication skills in Spanish (CEFR C1).

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 inclusio