The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each other's strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.
Location: Romania, Bucharest
Department : Customer Services
Contract type: Fixed-term, local, part-time, 1 year, potential possibility of extension if jointly agreed
Starting date: 1 December 2020
Pay band: Grade J
Starting salary: 1 916.50 RON gross
Role Purpose: To deliver high quality services to internal and external customers and clients which meet their needs and enable the British Council to achieve its objectives. To project a professional image of the British Council and the UK by providing a high quality, welcoming, and efficient integrated service.
The job holder is expected to manage enquiries (face to face, phone and email) and work with a range of systems (Teaching Centre Management System, Exam online registration systems, Access database) to ensure the smooth running of Teaching Centre and Exams registration, and contribute to an excellent customer experience.
Challenges & Accountabilities:
Understanding the diverse and constantly changing customer expectations.
Identifying customers’ needs and matching them to available options.
Upholding a customer service culture.
Achieving team targets. Create and project a professional image of the British Council.
Act as the first point of contact for both internal and external customers.
Establish a positive rapport with both internal and external customers.
Deal directly with customers by phone, e-mail, and face-to-face. Other communication channels may be added in time.
Demonstrate knowledge about all the British Council services, policies, and procedures.
Identify customers’ needs and match them to available options.
Promote and cross-sell the British Council services.
Own customer feedback by making clear notes on a suggestion/complaint, channelling them to relevant members of staff.
Register customers for English courses, Exams, Library, Conversation Clubs, and other British Council services.
Create, maintain, and update customers’ accounts.
Take responsibility for information provided to customers, both internal and external.
Manage the customer services working area and make sure it is well-organised and appropriately resourced with updated information and promotional materials.
Assist with organising and administering office events.
Receive and handle British Council revenue in cash and credit card.
Reconcile daily revenue.
Ensure confidentiality and safety of documents and transactions.
Use British Council registration systems and databases.
Meet team and individual targets as agreed with the line manager.
Provide administrative support as agreed with the line manager.
Ensure safeguarding and guidelines are applied and upheld in line with standards and policy for the following areas: Child Protection, Equality, Diversity and Inclusion, Fraud Awareness, Information management, Health and Safety.
Plan the professional development in agreement with the line manager, in order to support performance and job satisfaction.
Complete the British Council mandatory trainings in line with the Global Policy Framework.
Requirements: The post holder must have the right to live and work in Romania. The post holder will be required to provide an up-to-date criminal record check. The post holder will need to be flexible about the schedule; they will work 20 hours per week, in two shifts (face-to-face and call centre). Flexible working hours are required to cover the Customer Services opening hours and a shift pattern which includes occasional Saturdays.
Minimum/Essential: Excellent written and spoken English (C1 – Common European Framework) and Romanian. University Degree in any subject or qualification in a relevant field.
Benefits: Private medical subscription to Medlife or Regina Maria. Free English Courses, Cambridge English or IELTS exams and library memberships. Dynamic and enthusiastic team. Multicultural working environment.
A connected and trusted UK in a more connected and trusted world.
