Customer Experience Consultant

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: Customer Experience Consultant Customer Management
Location:  Tbilisi, Georgia
Requirements: Candidates must have the legal rights to work in Georgia at the time of application and in future.
Contract Type: 1 year contract with option to be extended
Grade: 2/J
Salary: 2 415 GEL gross per month

Role Purpose:
Deliver high quality services to internal and external customers and clients by adhering to global customer service standards of excellence and secure excellent sales results in order to enable the British Council to meet its sales targets in the main British Council Georgia office as well as the off-site premises.
Project a professional image of the British Council and the UK by providing a high quality, welcoming and efficient customer experience. 

Main Accountabilities:
Customer services and sales 
Deliver professional customer service to both internal and external customers at distinct areas of the customer experience department:
•    Front desk
•    Contact center / back office
Face to Face duties
•    Greet all prospects in a warm professional manner
•    Build rapport with the prospect in order to find out the objectives, needs andrequirements
•    To proactively present accurate and relevant SPs (Selling Points) and USPs (Unique Selling Points) offered by British Council Georgia
•    To maximise opportunities for cross selling and up selling
•    To delight the customer in terms of the experience and to help the customer to buy
•    To close the sale/interaction, maximising enrolment
Sales
•    Provide sales consultations (in person/ online/ via phone). Advise students on the study plan, send them pathways and materials 
•    To be the Single Point of Contact (SPOC) for prospects, guiding them through the journey from first enquiry to final sale
•    To be accountable for monthly sales targets
Telephone/ Live Chat, E-mail and social media enquiries 
•    Respond in a polite and pleasant manner according to corporate standards – greeting, handling and closing
•    To maximise conversion rates of enquiries to sales figures by communicating features and benefits of BC offers, convincing and persuading prospects to enrol.
Customer Liaison and follow up
•    To revisit lapsed students via phone or e-mail to reintroduce them to our product 
•    Know the reasons for student not registering or dropping out 
•    Own customer feedbacks by making clear notes on an enquiry/complaint, channelling them to relevant members of staff and by ensuring the answer is given on time
•    To acquire and maintain an excellent level of the products knowledge (including pricing/ discount) at all times via website, proactive liaison with colleagues and product sessions if necessary
•    Observation of classes and “hands on” experience of the products is required
•    To conduct phone-based surveys from time to time on why customers did not register with us or return to us
•    To follow up with customers within the 1st month of their study at the British Council
•    To follow up with customers who do not sign up for a course after placement test
•    To follow up with customers who registered but haven’t paid for Exam
Teaching Centre (TC) and Exams registrations 
•    Deliver registrations for Teaching Centre and Exams on a continuous basis and proactively cross-sell all relevant British Council services which customers may be interested in
•    Prepare and take responsibility for handling relevant documents to TC and Exams customers, such as invoices, information flyers and so on
•    Ensure confidentiality and safety of documents and transactions
•    Assist in conducting placement testing and coordination of online registration for placement testing system.
•    Manage waiting lists, reservations and movements of TC customers.
Collaboration relationship management 
•    Manage CRM (and any other relevant) system to support proactive cooperation with customers and increase conversion rates from enquiry to PT registration and from PT registration to course registration.
Training and Development 
•    Personal development plans support performance and job satisfaction
•    All mandatory trainings are passed within one month after joining BC and refreshed as required.
•    Attendance at regular professional development, training and skills programs as required
•    Full engagement with the performance management program
Other
•    Work in close co-operation with the main stakeholders
•    Administrative duties in support of the team’s operation, as designated by Managers
•    You are required to keep and submit accurate daily records on a daily basis
•    All enquiries, sales, prospects data and related records are kept and updated from time to time observing British Council guidelines and meeting all British Council KPIs
•    As part of the wider Sales and Customer Management Team serving both new and existing customers you will be required to support and assist your colleagues from time to time in tasks that ensure the smooth running of the Centre. These include participation at Sales & Marketing Events, Open Days, Parent Events, Seminars, Evening Receptions, off-site branches and Examinations promotions, for example.

Role specific knowledge and experience
Minimum / essential
•    Experience of working in a team and effective communication with others
Desirable 
•    Working with customers via phone, face-to face, email, social media
•    Experience in using CRM systems Understanding potential markets/customers

Role specific skills
•    Accuracy / attention to detail
•    Computing skills (MS office, Excel)

Language Requirements
•    English at a minimum of B2 level
•    Fluent Georgian

Education 
•    University degree

Closing date: Thursday, 14 November 2024, applications will close at 23:59 EET.

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.