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: 8 months | Location: Hanoi, Vietnam | Salary: Payband H starts from 15,359,155.38 VND | Start Date: ASAP

Role Purpose

Ensure a high quality and efficient integrated customer service experience for customers meeting all British Council Key Performance Indicators (KPIs) for customer satisfaction.  Support the wider exams team in achieving its annual business targets by converting enquiries into sales.

Challenges 

To act as the British Council’s ambassador and provide top quality services to all new and existing customers meeting all KPIs and delivering on the Sales & Customer Management targets, in order to enable the British Council to meet its strategic business targets and objectives. This post offers an excellent opportunity to gain work experience in an international working environment with the British Council and to develop a range of project and people management skills. 

Main Accountabilities   

Targets

  • Meet and exceed customer management targets and KPIs as set out by the organisation

Enquiries from existing customers

  • Handle face-to-face, email and telephone enquiries from exams customers

Customer care and support

  • Provide an exceptional level of customer service to all exams customers to ensure that all their needs and requests are taken care of
  • Handle incoming enquiries of exams customers via face-to-face, email and telephone
  • Handle all 1st and 2nd level complaints/feedback of existing customers
  • Communicate exams policies to customers (e.g. Child protection, Anti Bullying etc.)

Registration of Exams candidates

  • Register IELTS, Aptis, Universities, Professional and School Exams  for walk-in customers
  • Receive examination applications and fully check the recorded information before the customer leaves
  • Register other exams services for walk-in customers

Data collection and reporting

  • Ensure that all databases and reports are updated and recorded in a timely, accurate manner

Maintenance of front of house

  • Ensure that marketing and PR collateral is properly displayed and well stocked
  • Monitor equipment and furniture in Front of House (FOH) area to ensure it is in good working order/condition

Others

  • Complete any other duties as assigned by the line manager

Other Responsibilities and main duties

As part of the wider Sales and Customer Management, Exams team serving both new and existing customers, the post holder will be expected to support and assist colleagues from time to time with tasks related to the smooth running of the Centre. Examples of such tasks are registering candidates, participation at Open Days, Exams Events, Seminars, Evening Receptions and Offsite Promotions.

The post holder will be required to work  on a shift system from Monday to Sunday.  Evening and weekend working is required on a regular basis.
 
Requirements

  • Minimum one year working experience in a customer service/sales environment, preferably in the services industry
  • Competent IT skills
  • Excellent communication and customer relation skills
  • Very good problem solving skills
  • Working with Children
  • Effective communication and engagement with children and their families 
  • Ability to work in a way that promotes the safety and well-being of children

Benefits

  • Annual performance bonus and 13th month salary 
  • Standard working hours of 37.5 hours and five days a week
  • 15 days public holidays (combination of Vietnam and UK public holidays) 
  • Group Insurance Program including Personal Accident Insurance and Health Insurance for 24 hour/day for you and your family members (Eligible spouse and children only) (Family member coverage is only applicable for employment contract of 12 months or more)
  • Other benefits regulated in the TACOS
  • Extensive training and development opportunities, both local and within the global network

Closing Date
If this sounds like what you are looking for, apply today – or before we close this on 24th  November 2020 (UK Time 23:59).
 
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

 

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