Senior Manager Customer Service for South Asia
Region
South Asia
Country / Territory
Flexible Location
Location
Flexible Location
Department
English & Exams
Job Category
Customer Services
Pay Band
Pay Band 7
Vacancy Description
Pay band 7 | Indefinite contract of employment | South Asia region | Location: India (Delhi/ Kolkata / Chennai) | Salary range starts from INR 1,170,000/ annum
 
Details
The British Council is recruiting for a Senior Manager Customer Service to support implementation of customer service strategies across all countries in South Asia.

The Customer Services Team
Significant customer service change projects have taken place in South Asia in recent years and the current aim is to monitor progress closely & ensure the requisite support is provided for quality assurance, monitoring & training. The customer service function engages closely with programme teams and business units in devising better knowledge and information management systems and tools to ensure an enhanced and branded British Council experience is delivered to all of our customers in the physical and digital space. This role reports directly to Assistant Director Customer Management, South Asia, while the Customer Management (CM) function reports globally into the English and Exams strategic business unit. 

Key Responsibilities
  • Leading on monitoring quality of Customer Experience and assessing customer feedback on the customer insight platform. 
  • Recommend and monitor action plans to improve and address the weakness revealed in monthly dashboards, internal checks, Mystery Shopping results and Customer Effort Assessment results.
  • Actively contribute to the regional operations programs and Service improvements, systems roll out. Create opportunities for regular dialogue and strive for contious improvements.  
  • Coordination of Customer Services Regional Training and Development plan and support other regional initiatives and campaigns.
  • Analyze enquiry trends and work with cross functional teams to share customer insights and behaviour pattern into key initiatives. Report on enquiry data and other core CS KPI data as required by SBU/ Regional/ Global teams.  
  • Functional management of Customer Services Managers in small Customer Services Operations in South Asia 
What you'll need to apply and succeed in the job:
you will have substantial experience of successfully managing and developing customer service operations and of delivering trainings and developing teams. You will also have excellent analytical and communication skills.

If you are interested in applying, please see the documents below for further information :

Role Profile

British Council Behaviours
British Council Core skills

In your application form, please clearly explain how you meet the essential and desirable skills, qualification and experience criteria mentioned in the person specification section of the role profile. This will help us determine your fit for the role and increase your application's chances of success. 

Closing date:
 
UK time: 23:59, 24 January 2019

The British Council is committed to a policy of equal opportunity. British Council is committed to safeguarding and promoting the welfare of children and young people and expects all of its partners to share this commitment. In line with the British Council’s Child Protection policy, any appointment is contingent on thorough checks. In the UK, and in other countries where appropriate systems exist, these include criminal records checks.