Customer Service Assistant

Role Title

Customer Service Assistant (male and female)

Role Information

Role Type Pay Band Location Duration Reports to:

Hourly paid 40 SAR / hour Jeddah / Riyadh / Khobar Yearly contract (renewable) Customer Service Manager

Role purpose

To provide support to Customer Service daily work in terms of supporting Customer Service,

acting as first contact point for the customers at the front office or call centre and reporting

feedback regularly for improvement.

About us

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.

Geopolitical/SBU/Function overview:

Customer Service KSA is one of the busiest centres in the region, offering high quality teaching,

examinations and a range of other educational and cultural services. The main aim of this job is

to maintain regular communication with customers visiting the front office for any services and to

be responsible for some admin work related to placement test and registration period.

Main opportunities/challenges for this role:

The British Council is open to customers from 9:00 to 21:00 from Saturday till Thursday.

The Customer Services Team work a range of shifts designed to meet customers’ needs

within these times and within operational constraints. On occasions, the post holder might

be required to work outside the standard working hours and during the weekend.

Main Accountabilities:

· To ensure the smooth day-to-day running of practical aspects of the customer service by: -Photocopying material -To assist TC, exams and CS with display work -To help when necessary to give publicity materials -Keeping the waiting area tidy -Checking the waiting area equipment -Preparing the waiting area and placement tests area · To deliver high standards of customer care by: -Welcoming the customers at the front office and help them to choose the correct option from the queuing system -Calls the waiting list customers -Monitore the waiting area -Directing customers to the placment test classes -Directing Customers enquiries to the right person -Assisting with queries as required -Phoning students to update them on information and services as well as running telephone surveys as requested. · To help with placement testing setup by: -Preparing all rooms as required -Preparing the number cards -Storing tests in a tidy fashion · Respond to all F2F, phone and emails enquiries in a positive and professional manner in accordance with the British Council Customer Service Standards and Policies, as outlined in the Customer Management Framework. · Deliver Teaching Centre and Exams Department registration service enquiries and support in an efficient manner and in accordance with Teaching and Exams Quality Standards. These will help the English and Exams Team meet their ambitious targets. · By following enquiry guidelines, ensure that where appropriate enquiries and feedback are passed on to the relevant British Council person and department. · Refer to the Service Level Agreement to ensure they are clear on what is and what is not expected of them. · Promote and cross sell BC products and services in a professional manner. · Perform Call Centre and front office related administration and financial tasks in a timely manner to ensure smooth running of Call Centre operation

Key Relationships:

The customer service team represent the organisation to a wide range of our audiences,

including in excess of 15,000 individual teacher centre students (including adults, young

learners and their parents) and more than 30,000 examination candidates each year face to

face, as well as more than 35,000 enquiries by F2F, email or telephone each month. These

enquiries cover a range of needs including:

• Information about our public, corporate, and Young Learner courses

• Information about our professional skills courses and workshops

• Information about the wide range of examinations we offer including IELTS, ESOL,

professional education and school exams. · Requests for information about certification of degrees, qualifications etc · Enquiries about partnerships or other relationships · Assisting students to book placement tests · Solving customer complaints In order to serve our external customers, customer service Agents work particularly closely with the Customer Service Team, Teaching Centre and Exams Departments. Due to the nature of the role they also work closely with our other Project teams.

Role Requirements:

Threshold requirements: Assessment stage

Passport requirements/

Right to work in country Valid & transferable Iqama Saudi nationals are eligible to apply Shortlisting

Direct contact or

managing staff working

with children? Yes IF YES. Appropriate police check N/a

Notes

Person Specification: Assessment stage

Language requirements (DELETE IF NOT APPROPRIATE)

Minimum / essential Desirable Assessment Stage

• Ability to communicate very well

in spoken and written English

and Arabic.

Shortlisting

Qualifications

Minimum / essential Desirable Assessment Stage

§ Minimum diploma or High school or

equivalent

Shortlisting

Role Specific Knowledge & Experience

Minimum / essential Desirable Assessment Stage

§ Experience of dealing with customer

– One year minimum

Shortlisting

British Council Core Skills Assessment Stage

§ Communicating and influencing (level 1)

§ Using technology (level 1) Shortlisting AND Interview

§ Managing accounts and partnerships (Level 1)

British Council Behaviours Assessment Stage

• Connecting with others (essential)

• Working together (essential)

• Being accountable (essential)

• Making it happen (essential)

• Creating shared purpose (essential)

• Shaping the future (essential)