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CONTACT CENTRE MANAGER

Date: 21-Jul-2021

Location: Hong Kong, East Asia, HK

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each other's strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Contract: Indefinite
Location: Hong Kong
Salary: Pay Band G/6
Closing Date:  Monday 26 July 2021 - 23:59 Hong Kong Time (GMT +8) 

 
Role Purpose
•  To build a highly performing Contact Centre team that delivers quality and efficient customer experience across British Council English Language Teaching and Exams

   services and meets British Council Key Performance Indicators (KPIs), business targets and objectives. The Contact Team handles not only telephone calls but also other   

   communication channels, such as e-mail, live-chat and social media.
•  To foster good team spirit and embed result-oriented culture within the wider Sales and Customer Management (SCM) and Exams team.

 

Main Accountabilities
Strategic accountabilities

•  To work closely with Head, Sales and Customer Management (HSCM) for Teaching Centre and Regional Customer Service Manager for Exams to develop and execute

   strategies to manage inbound sales opportunities and customer service enquiries to achieve team KPIs, business targets and objectives.
•  To work closely with other managers within the SCM and Exams team to ensure that the Contact Centre processes are clear and align with the rest of the SCM team to

   deliver a single exceptional customer experience.
•  Ensure there are clear processes and SLAs and that these align with the standard regional KPIs, SLAs and customer journeys.
•  Follow reporting standards and ensure the country reports activity in line with the rest of the East-Asia region.


Sales
•  To work closely with Head, Sales and Customer Management (HSCM) for Teaching Centre and Regional Customer Service Manager for Exams to develop and execute

   service strategies for the professional handling of enquiries and complaints across British Council services with the purpose of achieving business targets and objectives set

   out by the management.
•  To build a Contact Centre team that is highly motivated to deliver quality services to customers by making the most effective and efficient use of technology and human

   resources.
•  To lead the Contact Centre team to meet and exceed KPIs and targets set by the management.
•  To ensure individuals use CRM following British Council procedures to update opportunities on time so that an accurate new sales enquiries database is maintained.
•  To work closely with other managers within the SCM and Exams teams to ensure that the Contact Centre is working hand-in-hand with the other teams to deliver

   exceptional customer service experience to all customers as well as meeting all KPIs, business targets and objectives.

 

Customer Management
•  To ensure customers receive high quality information and advice about British Council services that helps resolve enquiries and make informed purchasing decisions.
•  To ensure an effective Exams customer journey is in place meeting or exceeding KPIs.
•  To optimize First Contact Resolution Rate for Exams enquiries.
•  To handle complaints generated by the team and to resolve issues balancing customers’ needs and British Council’s benefits.

 

Team Management and Report
•  To ensure individuals and team meet all KPIs and follow administrative procedures and policies in place. All paperwork and records are to be completed and maintained

   accurately and on time.
•  To monitor, track and review individuals and team performance against KPIs and targets on a regular basis and prepare necessary performance reports.
•  To prepare data and statistics for planning, budgeting, forecasting exercises as required.

 

People
•  To ensure that the team is resourced to meet operational needs. To carry out recruitment as appropriate.
•  To provide regular briefing and training to the team to ensure that team members are fully equipped with the necessary skills and knowledge to answer customer enquiries

   and requests for support in a timely and professional manner.
•  To identify training needs and to ensure training is arranged in line with British Council’s strategies, needs and objectives.
•  To ensure line management is conducted as per British Council guidelines following Essential Personnel Procedures and Performance Management Standards.
•  To prepare the team rota and monitor annual leave.

 

Data and systems
•  Prepare management reports that support performance management, sales forecasting, budgeting and financial planning as required.
•  Ensure a high level of proficiency in using relevant systems, including the Contact Centre telephony system, Salesforce CRM, Exam’s systems and booking systems.
•  Identifying and implementing new systems and technologies that improve efficiency and help create an excellent customer experience.
•  Ensure clarity of process through structured on-boarding of new joiners and clear and timely communication of any changes.

 

Other duties
•  Any other duties and projects as assigned by the Line Manager
•  To attend training, professional development and skills programmes as required
•  To proactively engage with other internal and external stakeholders to foster good team spirit and ensure British Council KPIs and business targets are met.

 

Requirements
•    Undergraduate degree.
•    Excellent written and oral communication skills in English (CEFR level C or IELTS equivalent) and fluency in Cantonese
•    At least 3 years’ experience of leading and managing a Contact Centre preferably in a B2C or service industry.
•    Sales and/or Customer Service management experience, including complaint handling.
•    Experience within the education Sector (Desirable)
•    Experience of working with CRM systems (Salesforce preferred) (Desirable)

 

Benefits 
 Professional development opportunities 

 

Additional Information
•  As we cannot sponsor work passes, applicants must already have the right to live and work in Hong Kong.
•  The successful candidate will work a 5-day week on a shift system which may include Saturday and/or Sunday. Evening work is required.
 

A connected and trusted UK in a more connected and trusted world.

 

Equality Statement

 

The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies. 
The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.


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.