Consultant English Language Service 1

Date: 2 Apr 2024

Location: Tokyo, East Asia, JP

Company: British Council

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.

Role Purpose:

  • To secure excellent sales results whilst ensuring a high-quality customer experience in handling enquiries about our English language
  • To ensure a high quality, efficient integrated customer service experience for all new and existing students across the British Council Teaching Centre.
  • To act as British Council’s ambassador and provide top quality services to all new and existing customers meeting all Key Performance Indices and deliver Sales & Customer Management targets in order to enable the British Council to meet its business targets and objectives. 

Main accountabilities but not limited to the following: 

 

[Sales and Customer Management]

New registration and Re-registration of students for Teaching Centre sales

  • Provide face-to-face & online consultations to all customers in the centre by finding out their needs, issues and concerns and recommending a course that best suits them
  • Close the sale, maximizing enrolment and protecting target achievement
  • Be accountable for refund requests of sales made and minimize the refunds
  • Proactively present accurate and relevant Selling Points and Unique Selling Points on services offered by British Council Japan
  • Be the Single Point of Contact for prospects, guiding them through the journey from first enquiry to final sale
  • Maximize opportunities for cross selling and up selling
  • Maximise conversion rates of enquiries to sales figures by communicating features and benefits of BC offers, convincing and persuading prospects to enrol
  • Conduct phone-based surveys/follow up from time to time on why students did not register with us or return to us
  • Register/waitlist students in appropriate classes and details are entered on the British Council system accurately 
  • Be accountable for monthly sales targets by maximizing new and re-registration

 

Customer Service Duties

  • Handle face-to-face & online (phone & email) enquires from customers meeting British Council standards in a warm, professional manner
  • Be the first point of contact at Front of House for refund request and resolve all complaints/feedback
  • Ensure that all records are updated and maintained accurately in a timely manner from time to time
  • Distribute promotion materials to customers
  • Support the students’ events and promotions

           

Other Customer Liaison and Follow Up

  • 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 existing students actively with all products of students
  • Handle with students who are absent, level changes, concern about the study etc.
  • Arrange and support meetings with teachers and translation
  • Ensure that all existing customers are informed of re-registration periods in writing, telephone calls in a timely manner.
  • Provide post-sales customer management support to all Teaching Centre students as required from time to time in a professional manner meeting Council KPIs
  • Proactively share feedback received from current customers with the academic team to improve customer satisfaction

 

[Support Duties]

Product Knowledge 

  • Acquire and maintain an excellent level of product knowledge at all times
  • Liaise and train via product owners will be a necessary part of this with a proactive approach required at all times
  • Observe classes and hands-on experience of the product is required

 

Offer Knowledge 

  • Acquire and maintain an excellent level of pricing, discounting and offer or package knowledge at all times in order to be able to counsel and guide students in their study pathways
  • Liaise and train via sales and customer managers will be required—a proactive approach, including input and feedback from frontline customer experience is expected

 

Systems

  • Be proficient in using relevant systems, such as online booking system, OBS, CRM and TCMS to ensure the smooth operation of the Teaching Centre.

 

General duties

  •  Administrative duties in support of the Teaching Centre Business Support team’s operation, as designated by managers, attendance at regular professional development, training and skills programs as required, any other duties or project work as assigned by the line manager
  • Monitor equipment and furniture in FOH area to ensure in good working order/condition and stationary stock check in all classroom
  • Ensure that all databases and reports are updated and recorded in timely, accurate manner

 

Project Work

Participate in projects as agreed in the performance management and professional development

 

Other Responsibilities and Main Duties

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 Teaching Centre. This might include registering students, participation at Open Days, Parent Events, Seminars, Evening Receptions and Offsite Branch and Examination Promotions, for example.

 

Role specific knowledge and experience:

 

Essential

  • Experience of working in a customer service/sales environment (and/or in the same industry).

Desirable

  • Working experience in language institution or education organization.

 

 

Further Information:

 

Pay Band: Grade 4/H

Contract Type: Indefinite

Location: Tokyo

Opening: 2

Requirements: 

  • Candidates must have the right to live and work in the country in which the role is based.
  • Undergraduate degree in any field
  • Good written and verbal communication skills in English and Japanese

Possible Changes to Your Duties

You may be assigned to different duties designated by the British Council to meet operational demands.

 

Possible Changes to Your Place of Work

You may be transferred to a different workplace designated by the British Council to meet operational demands.

 

Closing Date: 30 May 2024 - 23:59 Singapore Time (GMT +8)
 

 

 

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.