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English Services Consultant

Date: 01-Sep-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
Job Opening: 1 position
Location: Hong Kong
Salary: Pay Band H/5

Closing Date:  Wednesday 27 October 2021  23:59 Hong Kong Time (GMT +8) 

 
Role Purpose
To secure excellent sales results whilst ensuring a high quality customer experience in handling enquiries about our English language services.
To act as British Council’s ambassador and provide top quality services to all customers meeting all Key Performance Indicators (KPIs) and deliver Sales & Customer Relations services in order to enable the Council to meet its sales targets.

 

Main Accountabilities
Sales

Face-to-Face Duties

  • Greet all prospects in a warm, professional manner
  • Build rapport and be patient with the prospect in order to find out the objectives, needs and requirements of the prospect
  • Proactively present accurate and relevant SPs and USPs on services offered by British Council Hong Kong
  • Level test the prospect and create a study plan for the prospect
  • Be the Single Point of Contact (SPOC) for prospects, guiding them through the journey from first enquiry to final sale
  • Maximise opportunities for cross selling and up selling
  • Delight the customer in terms of experience and to help the customer to buy
  • Close the sale, maximising enrolment and protecting target achievement 
  • Be accountable for monthly sales targets
  •  

Telephone & Email Enquiries

  • Answer all calls with a polite and pleasant manner according to corporate telephone standards e.g. call greeting, call handling, and call closing
  • Maximise conversion rates of enquiries to sales figures by following up telephone and email enquiries, ensuring smooth customer enrolment process.   

 

Customer Care and follow up

  • Carry out after sales customer follow up
  • Follow up with customers who do not sign up for a course after placement test
  • Revisit lapsed students via phone to reintroduce them to our products (warm calling)
  • Conduct phone based surveys from time to time on why students did not register with us or return to us.
  • Follow up with customers’ course re-registrations 

 

Support Duties
Product Knowledge
      
To acquire and maintain an excellent level of product knowledge at all times. Liaison and training via product owners will be a necessary part of this with a proactive approach required. Observation of classes and ‘hands on’ experience of the products is required. 

 

Offer Knowledge  
To acquire and maintain an excellent level of pricing, discounting and offer knowledge at all times. Liaison and training via sales and business managers will be required. A proactive approach, including input and feedback received from customers is expected. 

 

Finance 
You are required to keep and submit accurate daily records on a daily basis.

 

System
To be proficient in using relevant systems, such as CRM, Pepi and on-line booking systems to ensure smooth operation of the British Council.

 

Records Keeping
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.

 

Feedback from Customers
To provide feedback and input received from prospects / customers to Marketing and Academic Managers on British Council products.

 

General
Other duties:

  • Administrative duties in support of the team’s operation, as designated by Managers
  • Attendance at regular professional development, training and skills programmes as required
  • Full engagement with the performance management programme 

 

Project Work 
To participate in projects as agreed in Performance Agreement.

 

Other Responsibilities and main duties
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.

 

Requirements

  • English at Proficiency Level B2
  • At least 2 years of sales experience preferably in the service industry
  • Excellent written and oral communication skills in English and fluent in Cantonese
  • Sales techniques (able to meet and exceed targets)
  • Accuracy (very high level of accuracy is required for all tasks)
  • Competent IT skills

 

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.
 

 

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.