Head of Customer Service - Nigeria
Region
Sub Saharan Africa
Country / Territory
Nigeria
Location
Lagos
Department
English & Exams
Job Category
Customer Services
Pay Band
Pay Band 7
Vacancy Description
Job type: Indefinite Reports to: Country Exams Manager Payband: 7 Vacancy advertised internally and externally. Applicants must have the pre-existing right to work in Nigeria. Closing date for applications: 11th March 2018 at 23.59 UK time
 
Details

The British Council is looking to hire a Head of Customer Service who will ensure that the highest quality of British Council Customer Experience is delivered consistently across Nigeria. The successful candidate will regularly evaluate the quality of service provided through customer feedback, recommend and make improvements accordingly.

S/he will lead the Customer Services Team, demonstrating the values, behaviours and knowledge required by Customer Service Professionals.

The Opportunity:

The Head of Customer Service is expected to:

  • Manage the Customer Service operations across the four offices in Nigeria and offer support to business delivery teams in achieving the business objectives in an effective and efficient manner across all channels e.g. face to face, phone, email and digital.
  • Create a holistic customer services strategy for Nigeria which would focus not only on an external facing diverse audience, but also on managing relationship with Exams teams and other key stakeholders with the Nigeria directorate, regional and corporate team.
  • Carry out Operations management across entities which will include People, Process and Systems development and Quality assurance.
  • Blend Customer Service and Sales processes in a manner which enriches customer experience and drives business outcomes


Requirements:

It will be important for you to bring substantial senior level experience of the following:

  • Three year’s line management and leading a customer service or operations team to meet challenging targets.
  • Experience of managing a call centre
  • Monitoring service to quality standards; devising and implementing improvements to these.
  • Track record of working across departments to drive customer focused service improvements
  • Demonstrated experience managing relationships with external partners and stakeholders

 


Further details:

For more information, please refer to the following documentation:

Head of Customer Service - Nigeria.docx
British Council Behaviours.pdf
Core Skills.doc

Note to Applicants
On the supporting statement, candidates should write an additional 100-200 words explaining how they meet the following requirements:  

 1. Line management and leading a customer service team to meet challenging targets. 
 2. Monitoring service to quality standards; devising and implementing improvements to these. 
 3. A track record of working across departments to drive customer service improvements 


Interviews will be held face to face in Lagos only. The application process includes a language and aptitude test, job shadowing for a couple of hours and a presentation during interview.

If you are interested and feel that you have the relevant skills, knowledge and experience, then we would really like to hear from you.

Please apply by 11th March 2018 (23:59 UK TIME)

 

Note that you should only fill out the application after thoroughly reading through the ROLE PROFILE & GUIDANCE NOTES. There’s some important information you don’t want to miss. 

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 UK and the countries we work with – changing lives by creating opportunities, building connections and engendering trust.

 

We work in 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.

 

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 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 is committed to a policy of equal opportunity and is keen to reflect the diversity of our society at every level within the organisation. We welcome applications from all sections of the community. In line with the British Council's Child Protection policy, any appointment is contingent on thorough checks.