SSA Customer Service Training and Quality Assurance Manager (PB7)
Region
Sub Saharan Africa
Country / Territory
Flexible Location
Location
Flexible Location
Department
English & Exams
Job Category
Customer Services
Pay Band
Pay Band 7
Vacancy Description
Contract Duration: Indefinite | Location: Flexible (can be based in any country with British Council operations within SSA | Post Start date: October 2019 | Pay Band 7 (Locally appointed terms) | Vacancy Closing date: 18 August 2019 at 23.59 (UK time)
 
Details

The Opportunity

This is an exciting opportunity to lead on quality assurance of customer service training in teams across Sub Saharan Africa (SSA) for continuous business improvement. This role is part of the Global Customer Management team of the organisation and contributes to efforts to synergize the global strategy. The successful post holder will provide guidance and direction on quality assurance and related areas in SSA.


Role Purpose


To measure and improve quality of customer service and the end to end customer experience in SSA across a range of channels while providing, coordinating and developing training in conjunction with the global customer management team. This will position the British Council to match and exceed the standards set by competitors and ensure delivery of the global customer management mission.

 

The post holder will:

  • Maintain and continuously improve a regional customer service quality monitoring approach  
  • Measure customer service productivity and effectiveness by reporting, calibrating and aligning SSA to Global Standards 
  • Improve and enhance customer experience
  • Manage regional aspects of customer service training   
  • Embed a culture of excellent customer service whereby every interaction is set upon a foundation outlined by the British Council customer service standards


Function Overview

The post holder will be line managed by Global Quality and training manager with a dotted line report to Regional Customer Service Manager SSA. The post holder will support teams across countries in SSA (South Africa, Zimbabwe, Zambia, Malawi, Botswana, Mauritius, Mozambique, Nigeria, Cameroon, Ghana, Senegal , Sierra Leone, Kenya, Uganda , Tanzania, Rwanda, Sudan, Ethiopia, Namibia, South Sudan).

SSA aims to significantly increase its teaching and exams business over the next few years in the face of increased competition. A Global Customer Service Strategy and British Council Customer Service Standard has been developed and aims to standardise and improve operations and the overall customer experience, while providing regular feedback to the business with the view to continuous improvement. The function of this role is to also enable a core suite of training, to ensure that staff in customer service in all the aforementioned countries have the appropriate skills so they can provide quality service.

The British Council is an equal opportunities employer, and the post-holder will play a role in ensuring that Equality, Diversity and Inclusion polices are consistently applied. 


Core accountabilities in this role will include:

  • Quality Monitoring, Auditing & Evaluation
  • Market and Customer Intelligence
  • Training
  • Measurement & Insight

 

About Us

 

The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections and engendering trust.

 

We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.


 

For more information about this opportunity, please see below:

RP_SSA Customer Service Training and Quality Assurance Manager.pdf
British Council Core Skills
British Council Behaviours

Do take note of the indicative timelines below:

Interviews - Early September 2019
Position start date: October 2019 


If you feel that you are suitable and would like to be considered for this role, please apply before 23:59 UK time on 18 August 2019.

 


The British Council has a fundamental duty of care of all children engaged in activities with us under our mandatory Child Protection Policy. All our employees must be familiar with and follow the Child Protection Code of Conduct. The British Council affirms the position that all children have the right to be protected from all forms of abuse as set out in article 19, UNCRC 1989.


Our Equality Commitment:
Valuing diversity is essential to the British Council’s work. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to try and 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.