Key facts about British Council Ghana:

•   British Council has operated in Ghana since 1943.  Our main office is situated in Accra with a small operation in Kumasi.
•   Over the 70 years, we have established a good reputation for educational services and cultural relations
•   Our relationship with government, corporate organisations and the academia is strong and we continue to take advantage of these partnerships to expand our reach and impact
•   We occupy a major place in the English language assessment market in Ghana and plan to expand this work even further
•   With one of the world’s largest extractive sectors and buoyant businesses, we have started taking advantage of the significant opportunities for partnership funding, especially in the area of skills for youth.  We will continue to explore these further
•   There are opportunities for English language and social enterprise work and we are exploring  the existing opportunities for the British Council to move into this space

Job Title: Customer Service, Marketing & Sales Advisor
Directorate or Region: SSA
Reports to: Customer Service, Marketing & Sales Manager
Pay Band: PB 4 x 3 posts available
Duration of job: 2 year fixed term

Purpose of job
To contribute to the achievement of the customer services team in line with country strategy supporting implementation of projects through:

a)    customer service excellence and monitoring and evaluation for various projects and programmes through physical and virtual support within British Council Ghana.
b)    marketing communication,
c)    events and facilities work

Accountabilities, responsibilities and main duties:

Enquiry Handling:

•   ensure a courteous and efficient first point of contact for external customers visiting Accra office/country with customer expectations exceeded
•   handle all online, telephone and face to face enquiries related to British Council activity in Ghana.
•   ensure successful registration of candidates wishing to enrol for UK examinations and English language training programmes
•   collect, analyse & report on feedback received from customers according to agreed standards
•   collect and ensure up to date knowledge of all British Council programmes

Managing Contact Channels:

•   basic enquiries comprehensively handled according to regional and country customer service standards
•   higher level enquiries effectively communicated to appropriate staff
•   customer enquiries effectively tracked for follow through to completion
•   work as a member of a team of Customer Service Advisors to ensure the front desk is covered during working hours
•   develop a proactive approach to customer relationships by liaising effectively and frequently with customers and by ensuring effective and timely provision of service
•   manage first level of complaints and be responsible for providing feedback within agreed timeframe
•   effective management of the British Council website and the social media pages according to agreed standards
•   positively engage with customers, provide a professional level of service and tackle challenges and negative feedback to the agreed standards
•   ensure customer feedback is discussed and escalated effectively

Reporting and Monitoring Evaluation

•   compile monthly statistics on customer flow on both walk-in, online and telephone customers and send report to the management team
•   ensure the customer service centre is functioning to the agreed service levels; making sure customers are served quickly for short enquiries, queues are managed and customers have a positive experience of British Council.
•   ensure feedback is solicited from customers
•   ensure all customer service points reflect brand and corporate values including intercultural and equal Opportunities & Diversity (EO&D) and child protection policies
•   key risks identified are escalated to line manager same day

Product assistant – Events, facilities hire and visits
To assist the coordination of all aspects of  British Council customer service excellence programme and any other related activities

•   deliver the scheduling and customer expectations whenever British Council facilities are hired of facilities hire
•   assist in developing point-of-sale material (online and hard copy) for all programme areas
•   support customer policy decision making (pricing, complaints handling, terms and conditions of use, agreement contents)
•   reputation of British Council brand is not compromised
•   ensure  positive feedback for all project evaluations and de-briefing
•   liaison with speakers, participants and visitors in events/projects in line with BC brand values
•   liaison with external suppliers regarding the procurement of goods and services for team project
•   available to carry out front-of-house duties at all BC managed events
•   provide logistical support to programmes and presentations for visiting BC staff and partners/stakeholders

Marketing Communications

•   assist the coordination and production of online and hard copy materials
•   communication schedules kept up to date, informative and accessible by wider team and feed into monthly e-zine or events pages on website
•   manage the marketing of British Council events through email invitations
•   to assist in the coordination and implementation of British Council generic events such as Customer Service week

Professional development

•   to agree own professional development plan with line manager and review it twice a year
•   minimum of 6 days personal development over a period of 12 months

Other administrative work: As required and delegated by the team members.

Key relationships:  
Internal:

•   Director British Council and Senior Management Team
•   Finance and resources team
•   Department heads and cross-departmental colleagues
•   Regional Head of Customer Services

External:

•   Existing and potential corporate clients
•   Corporate contact points
•   Marketing agencies
•   Students and parents

Other important features or requirements of the job

A willingness to develop and grow skills and experience through training, collaboration with colleagues and initiative. Ensure safeguarding and guidelines are applied and upheld in line with standards and policy for the following areas:

•   Child protection
•   Equal Opportunity and Diversity
•   Health and Safety
•   Information Knowledge Management

TOIL should be agreed with the line manager in advance to maintain an adequate work-life balance. The post-holder may be required to travel abroad on British Council business and should therefore hold valid travel documents. Some unsocial hours will be required to support with office events.

Please specify any passport/visa and/or nationality requirement:- Right to Work in Ghana
Please indicate if any security or legal checks are required for this role:- N/A

Person Specification

Essential
    
Behaviours     

Creating shared purpose ( more demanding)
Communicating an engaging picture of how we can work together
Connecting with others (essential)
Making regular opportunities to understand others better
Working together (more demanding)
Establishing a genuinely common goal with others
Being accountable (essential)
Delivering my best work in order to meet my commitments
Making it happen (essential)
Delivering clear results for the British Council
Shaping the future (essential)
Looking for ways in which we can do things better

Assessment stage

•   Interview against Creating shared purpose Working together being accountable, and connecting with others

Skills and Knowledge    

•   Good communication skills
•   Events management and projects organisation
•   Marketing and Customer Service – Level 2
•   Project and Contract Management – Level 1

Qualification Required & Experience


•   University Degree in relevant subject area

Experience    

•   3 years Customer Service minimum
•   2 years Marketing experience
•   Experience of basic financial administration
•   Experience of organising projects or events.

Location: Accra

How To Apply For The Job

All applicants must use the attached application form.

Click Here To Download Application Form

The completed application form must be forwarded to us through our email address as follows;

BCHR@gh.britishcouncil.org

Closing Date: 14 July, 2014