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Customer Advisor/Registrar

Date: 11-Jun-2021

Location: Penang, East Asia, MY

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.


Role Purpose 
•    To provide an excellent customer experience for all British Council clients across all British Council activities in Penang Teaching Centre. Ensure that all registrations are in compliance with audit requirements.
•    To act as British Council’s ambassador and provide top quality services to customers while meeting all KPIs in order to enable the British Council to meet its business targets and objectives.


Main opportunities and challenges for this role
•    Shift work, some Sundays, evenings, and overtime during peak re-registration period
•    Training provided
•    Chance to hone customer service skills while communicating/networking with diverse group of customers

Main accountabilities but not limited to the following: 

• Be conversant with all financial aspects pertaining to the teaching centre, including dealing with late payments, student transfers, refunds etc.
• To create classes in system timely for registrations. Prepare registers and manage class fill.
• Carry our termly reconciliations of all teaching centre activities and provide reporting.
• Work with KL Finance team to prepare reports for auditors.
• Prepare cashflow reports based on planned registrations/invoices.
• Extract financial information pertaining to income and update reports for management.


• Counsel customers who walk-in, e-mail or call in a professional manner.
• Register students using computer applications, issue books and collect fees. Carry out daily reconciliations.
• Organise placement testing, manage temp staff, liaise with academic staff, and handle all matters pertaining to student registration.
• Be conversant on applications used by British Council.
• Promote Equality, Diversity, and Inclusion in customer services, as necessary.
• Build long term relationships through excellent customer service.


• Manage book stocks of the teaching centre in consultation with senior teacher.
• Arrange for procurement of books and all supporting materials.
• Ensure stocks arrive on time and liaise with vendors.
• Be responsible for book budget and monitor expenditure.


• Manage the records of all international students and work closely with the visa consultant on all applications.
• Track numbers and provide the relevant agencies with reports and statistics.
• Manage personal bonds and refunds.


• Work with Corporate Training manager to invoice corporate clients, monitor and follow up where necessary with trade debtor payments.
• Be conversant with corporate customer web for submitting invoices.
• Generate corporate income reports and prepare accruals.


Role specific knowledge and experience
•    At least 1 year experience in customer service or a similar capacity preferred
•    Relevant understanding of Customer Relationship Management (CRM) systems (Desirable)


Further Information
Pay Band: 4/H
Contract Type: Indefinite
Location: Penang, Malaysia
•    Good written and oral communication skills in English
•    Diploma/Degree in any discipline


Closing Date: Sunday, 27 June 2021- 23:59 Singapore Time (GMT +8)


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.