Executive - English Services (Job Vacancy)

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. Job Title: Executive – English Services Purpose Of Job To deliver a positive experience for all potential and existing British Council customers with an aim to maximise our business. The aim is to provide first time resolution to all customer enquiries over the Phone, e mail and chat. Role context The position holder would be required to work in shifts.Selected candidates needs to work from office ,May require to travel occasionally, work extended hours during training drives Please note employees are expected to be available & flexible for cross-skilling into other lines of business as per business requirements which may require upskilling & working in the required areas as per standards/schedule. Main opportunities/challenges for this role Accountabilities, Responsibilities And Main Duties • Actively promoting, recommending and providing guidance about British Council products, programmes and services, appropriately tailored to customers’ individual needs whilst making sensible attempts to cross-sell. • Solve customer queries and requests through Emails • Ensuring service levels are met, access and quality standards are upheld, by answering inbound enquiries accurately and promptly and meeting agreed targets and timescales • Accurately complete call logs on CRM/other tools and update necessary data sheets and coding all customer interactions in line with business requirements • Ensures student registration, customer care and re-registration processes are compliant with corporate policies and support effective teaching, learning and service standards. • Working closely with colleagues and team members to share information, make new suggestions, and provide feedback surrounding customers’ needs, concerns and issues to the service delivery leaders • Ensures student registration, customer care and re-registration processes are compliant with corporate policies and support effective teaching, learning and service standards. • Please note employees are expected to be available & flexible for cross-skilling into other lines of business as per business requirements, which may require upskilling & working in the required areas as per standards/schedule Sales and Customer Service Management team • Research on required information using available resources/applications (Website, Shared drive, Knowledge Management Tool etc.) • Route/Transfer emails to appropriate resource/channel if necessary • Follow up on customer enquiries where necessary via email • Maintain the minimum agreed British Council quality standards on each customer interaction Information Security • Ensure that their workforce are aware of the information security policies and comply with them • Ensures that the team complies to ISO 27001 and IGA related requirements • Send account opening requests effectively • Disable accounts immediately for leavers and Absconders /on long leaves • Document and monitor / review access levels of his/her team • Provide security awareness and education to team • Manage Records to ensure compliance to Freedom of information act • Ensure incidents of their respective functions are closed within SLAs Qualifications Graduate Role Specific Knowledge And Experience • Experience in a call centre environment • Experience in Voice bases/Blended process which includes Inbound / Outbound / Email / Chat/ Backend processing. • Proficient in English & Hindi Communication Skills. • Knowledge of customer service principles and practices(Voice, E Mails & Chats related) • Good Computer (MS office) and keyboard handling skills • Understanding of Contact Centre processes, reporting, MIS etc. Further Information Pay Band – 4 Contract Type – FTC Department/Country- GSS English & Exams (English Operations) l India Closing Date (Time) – 19th Apr 24 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 and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities. The British Council is committed to safeguarding children, young people and adults who we work with. We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children. If you have any problems with your application please email askhr@britishcouncil.org Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.