Customer Service and Sales Advisor

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.

Department: Customer Services

Contract type: Local standard, full-time (35 working hours per week), definite for two years (initially)

Payband: local PB4 / H

Starting salary: from 33 800,- CZK (gross monthly)

Starting date: as soon as possible

Role Purpose: To project a professional image of British Council and act as British Council’s and UK ambassador and provide a high quality, welcoming and efficient integrated services in handling enquiries in the fields of English language, Exams, Corporate and others.

Main Accountabilities (but not limited to the following):  

Customer support

- Deliver a range of administrative and/or customer services within agreed corporate procedures.

- Receive and respond to enquiries from/to customers through all communication channels in all fields, including immediate assistance.

- Build strong relationships with our existing customers and collects their feedback around our products/services

- Welcome customers into the centre and be the face of our Organisation Inbound Sales support.

Inbound Sales support

- Act as a single point of contact for all customers that show interest at our English courses, guide them through the journey from first enquiry to final sale using CRM (Salesforce) correctly when acquire and maintain an excellent level of product knowledge, pricing and discounting.

- Meet all Inbound Sales targets and KPIs as set out by the organization.

- Perform outbound calls for appointment reminders.

- Follow up with customers who have already had their consultations but haven’t registered in our English courses yet, with the purpose of re-establishing their needs and offering them solutions.

Requirements: Minimum/Essential: Proven previous experience of working in customer service Advanced Computer skills Use of Outlook, Excel, Word; Written and oral communication skills in English (B2) and Czech (C1); Secondary school leaving certificate.

Additional Requirements: The successful candidate must have a pre-existing right to live and work in the Czech Republic.

Working hours This post is 1.0 FTE, e.g. 35 hours per week. The successful candidate will work in shifts on work weekdays between 7:30 a.m. and 7 p.m. and occasionally on Saturdays from 8 a.m. till 1 p.m., covering the opening hours of the Prague office. Based on the operational requirements, the shifts may alternate. It will be important to plan leave carefully to work around registration for English courses and peak periods.

Closing Date: Sunday 20 October 2024

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.