English Courses Consultant

Date: 18-Mar-2023

Location: Taipei, East Asia, TW

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 Type – Permanent (Full time)   |   Pay Band – 4/H   |   Location –  Taiwan - Taipei, Shipai Building


Role Purpose

The role purpose of English Courses Consultant in Taiwan – is to secure excellent sales results and to provide a high-quality of customer service. The role holder will be expected to act as a British Council ambassador and provide top quality services to all customers, meeting all Key Performance Indicators (KPIs) and enabling the British Council to meet its sales and customer management targets.


Main accountabilities but not limited to the following:

•    Meet and exceed all sales targets and KPIs as set out by the organisation.
•    Single Point of Contact (SPOC) for prospects.
•    Guide prospects through the journey from first enquiry to final sale, and to maximise opportunities for cross selling and to be accountable for monthly sales targets.


Customer liaison and follow up
•    Follow up with customers post consultations and/or placement tests but who did not register with the purpose of offering them alternative solutions and/or persuading them

     to register.


Customer Service
•    As part of the wider Sales and Customer Services 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.


Product Knowledge
•    Always acquire and maintain an excellent level of product knowledge. Liaison and training via product owners will be a necessary part of this with a proactive approach



Offer Knowledge
•    Acquire and maintain an excellent level of pricing, discounting and product offer knowledge.
•    Liaison and training via sales and business managers will be required. A proactive approach, including input and feedback from frontline customer experience is expected.


Database Management & Record Keeping
•    Maintain and update all databases and reports in a timely and accurate manner.


Sales & Marketing Support
•    Provide participate and/or provide sales support for all sales and marketing events (in or out of the centre) with the purpose of creating awareness and generating leads

     for the centre.


• To keep and submit accurate daily revenue records to Finance on a regular basis.


•    Ensure British Council policies and procedures are followed in terms of the finance function; HR function; Equality, Diversity and Inclusion; and Safeguarding.
•    Ensure CRM database records are maintained accurately and on time.
•    Manage information created and received in compliance with the British Council’s information management standards, policies, the UK Data Protection Principles and

     local legislation.


Other duties
•    Comply with the Standard Operating Procedures (SOP) as per the job requirement.
•    Any other duties in support of the team’s operation, as designated by Line Manager.
•    Attendance at regular professional development, training and skills programmes as required.
•    Full engagement with the performance management programme.


Equality, Diversity and Inclusion
•    Work effectively with diversity as an essential and integral part of daily work and consistently meet the British Council’s Equality, Diversity and Inclusion policy and

     standards in carrying out all internal and external duties.


Personal and professional development
•    Demonstrate commitment to reflective practice, professional and organisational development objectives, taking advantage of opportunities to enhance qualifications and

     or gain/share knowledge.
•    Make a positive contribution to team meetings and give suggestions to management for improving Sales/Customer Management practices and procedures based on

     customer feedback.


Role specific knowledge and experience:
Demonstrable experience, in large complex international organisation of: 
▪    Work experience in sales and customer service, preferably in the Education and/or services industry.
•    Effective sales techniques.
•    Effective customer engagement skills.
•    Effective communication skills.
•    Proficient IT skills.


Person Specification:
•    Diploma/Degree in any discipline 
•    Excellent written and oral communication skills in English and Mandarin.


•    Enjoy 24 days of annual Leave (on a pro-rata basis if the service period is less than one full year) and public holidays
•    Statutory benefits 
•    Professional development opportunities  


Further Information

The successful candidate will work a 5-day week on a shift system from Monday to Sunday.  Evening work is required on a regular basis.


Closing Date for Application – 27 March 2023 (23:59 Taiwan Time (GMT+08))



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.