Customer Services Manager

Date: 23-Nov-2022

Location: Lagos, Sub Saharan Africa, NG

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.

Customer Services Manager

 

Role Purpose

To lead the Contact Center and Operational unit of the Customer Management and Sales function in the delivery of Exams sales targets and KPIs. Furthermore, to motivate and foster a good team spirit that enables a high quality, efficient and positive experience for customers, clients, and stakeholders as per agreed Service Level Agreement.

 

Main accountabilities but not limited to the following:

  • Work closely with Exams and Marketing teams to develop and execute sales strategies, processes as well as set sales targets in line with the country and regional plans.
  • Monitor and review daily sales performance through conversion rates at all stages of the sales funnel for all products and to ensure that the team and individual sales targets are met / exceeded.
  • Enable smooth tracking of sales activity, ensure that recording of data on Salesforce CRM is in line with corporate guidelines and that sales performance reports and dashboards are prepared as per agreed format.
  • Ensure there is a defined process to follow up with unpaid registrations identifying and reporting reasons and trends and ensuring follow up to improve conversion rates and student engagement.
  • Support the Exams business unit in the development and execution of campaigns for new registration and re-registration purposes
  • Run the day-to-day operation of British Council Customer Services in accordance with corporate standards and policies.
  • Ensure the customer service function, including the look and feel of the physical environment and front-line team dress code as well as customer communication, are reflective of the British Council brand standards.
  • Act as Complaints Manager for the country and ensures that the Complaints Policy is adhered to consistently across Nigeria.
  • Analyse and understand complex customer services issues and provide timely management information to Nigeria Leadership team through the Head of Customer Service for business[1]planning, decision-making and/or the development of new or improved customer services policies and practices
  • Work with local, cluster and regional marketing and communications teams to plan and execute proactive communications that support business continuity plans
  • Be proficient in the use of the Global Playbook and Maritz customer insight and Thematic platforms and provide feedback to Exams Managers to enhance customer experiences and product offerings to improve sales conversions and customer advocacy.
  • Contribute to the strategic development and improvement of customer service processes and standards for the Exams business units
  • Manage the operational delivery of the customer management strategy, ensuring that the function is adequately resourced and equipped to support the Exams Sales Marketing and Operational
  • Ensure performance objectives, performance reviews and year-end evaluations are completed on time, line manages are supported and feedback provided to them on a regular basis.

 

Role specific knowledge and experience:

  • Expert user of technology/applications, in order to communicate and deliver training/standardization approaches to geographically dispersed audiences
  • Excellent written and verbal communication skills.
  • Dedication to providing great customer service.
  • Ability to lead a service-oriented team with strong evidence of problem solving and coaching experience
  • Working quickly and accurately to tight deadlines

 

Essential requirements:

  • University Degree or degree-level (level 5 or above) qualification, and/or equivalent professional experience
  • At least three years’ experience in planning and implementing sales strategies, customer relationship management
  • Three years’ experience managing and directing a a diverse and high performing service oriented or sales team

 

Desirable:

  • Customer Service Professional Qualification, Marketing Qualification
  • Knowledge of SAP, CRM
  • Experience in Data Analysis and reporting

 

Further Information

  • Pay Band – BRC-6-G
  • Renumeration: NGN 10,989,828.00 per annum
  • Contract Type – Two (2) Year Fixed Term Contract
  • Location – Abuja or Lagos, Nigeria
  • Working schedules are subject to variations to account for activity patterns and will involve unsocial working hours (including late finishes and Saturday shifts)
  • Language requirements: Minimum of IELTS Band score 7 (in each component)
  • Role holder must have existing rights to live and work in the country the role is based.
  • Closing Date: 4 December 2022.  Applications will close 23:59 East Africa Time

 

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.