Customer Services Officer at British Council Kano, Nigeria
The British Council is the UK’s international organisation for
educational opportunities and cultural relations. We work in over 100
countries worldwide to build engagement and trust for the UK through the
exchange of knowledge and
ideas between people.
The British Council is looking for a suitably qualified and experienced
individual to join the organization as Kano Customer Services Officer.
Job Title: Customer Services Officer
Location: Kano
Purpose of job:
To support the achievement of country plan objectives in Kano and all
Nigeria by delivering customer services. To maintain them at the highest
professional standards as set out in the British Council’s EQS
(Examination Quality Standards) and by the IELTS Partners.
Context and environment:
Customers and enquirers engage with the British Council Nigeria for a
number of purposes with the majority being for examinations. Nigeria is
the largest British Council exams business in the Sub Saharan Africa
region. It administers exams in four subject areas: Schools,
Professional/Vocational, and Educational on behalf of UK institutions
and IELTS. In 2011-12 we delivered roughly 65,000 exams to 25,000
candidates. The Nigeria team comprises 19 people and are based mainly in
Lagos with four in Abuja, one in Kano and three in Port Harcourt.
The SSA region delivers exams in over 20 countries from its offices in
16 of these countries. In 2010, we delivered a quarter of a million
exams to over 100,000 candidates. Growth in the region is robust, but
our challenges are many. Nevertheless, Exams teams are making solid
gains in our 4 strategic priority areas, namely: improving business
performance, improving quality, improving financial compliance and
increasing impact.
The post holder will be part of the exams team who administer the
growing Exams business in Kano ensuring quality and compliance as well
as control of income and expenditure to deliver on target. This post
will share front office duties with another member of the team while the
remaining two cover the back office. It is anticipated that the split
between front and back office will be 70/30 roughly.
Accountabilities and responsibilities:
(including people management and finance)
As Customer Services Officer the post holder will be line managed by the Deputy Country Exams Manager based in Lagos.
Performance is measured by our own Exams Quality Standards and the inspection visits from Cambridge International Exams.
Finance: all British Council standards for managing finances are
met with relation to managing Purchase Orders, reconciling income,
managing contracts and procurement.
Reliability: to ensure examinations are delivered securely according to board requirements
Quality: to deliver a high standard of customer service to our customers, schools and exams candidates.
Main duties:
To provide services that support all British Council customers and
implement action points in the Nigeria Customer Service improvement
strategy. This involves ensuring that:
Front desk is always manned during operational hours
Visitors are attended to immediately and appropriately
Phone enquiries answered within 45 seconds of first ring
To provide administrative support in the delivery of exams,
workshops, seminars and any other project related services in line with
Exams Quality Standards (EQS)
All service registration procedures (e.g. Exams, Certification
and other programme registration) are fully understood and implemented
to agreed standards.
Information about the full range of British Council products and
services is clearly and confidently articulated to customers,
encouraging customer engagement and cross-selling
To regularly attend staff meetings to both gain and impart knowledge about our customers, products and services
Regular communication and working is maintained with back-of-house teams
Email enquiries are attended to promptly and escalated from regional email centre as per agreed service level agreement
Payments are collected, receipts issued and accurately posted on the system
Daily / weekly balanced reconciliations are completed and “parked” on the financial system and spreadsheet.
Complaints, comments and feedback are dealt with in accordance with corporate policy and the Exams Quality Standards.
Provide support/assistance to the Exams Team on all aspects of Customer Service and Exams administration
Use the E-Africa website as the single authoritative source of information for all enquiry handling
Key Relationships:
Internal: Kano Exams team, Lagos team, Country Exams Manager, Deputy Country Exams Manager
External: Venue Staff, IELTS Examiners, enquirers, candidates, Customer Service staff
Skills, Experience and Knowledge
Using Microsoft Office Work and Excel.
Providing service within quality standards.
Knowledge of the education and qualification systems in the UK and Nigeria
Dealing with customers and enquiries in a service environment
How To Apply
Interested and qualified candidates should Click here to download and complete the application form. Completed application forms should be submitted to: Hposts@ng.britishcouncil.org
Note: Only applications received on the British Council
application form will be considered and only short-listed candidates
will be contacted.
Click here for more details on job
Application Deadline 28th May, 2013