Customer Management & Sales Lead (UAE, Oman & Qatar)
Region
Middle East North Africa (MENA)
Country / Territory
United Arab Emirates
Location
Flexible Location
Department
English & Exams
Job Category
Customer Services
Pay Band
Locally appointed Grade F
Vacancy Description
Contract Duration: Indefinite Location: United Arab Emirates Pay Band 7/F (Locally appointed) Salary: 18,162 AED (including housing) + medical insurance + annual leave Closing date: 10 December 2019 Interviews are expected to take place 2nd week of January 2020.
 
Details
***APPLICANTS ARE REQUESTED TO FILL OUT THEIR APPLICATIONS AS WE DO NOT ACCEPT CVs***

Role Profile
  • The post-holder will align, harmonise and lead the Sales and Customer Services teams across UAE, Oman and Qatar, setting the vision, implementing change and demonstrating the values, behaviours and knowledge required by Customer Service professionals to ensure the quality and efficiency in service delivered to internal and external clients.  
  • To develop and implement a customer services strategy for the cluster in accordance to the global/ regional customer service strategy.
  • To provide decision support for Teaching & Exams management by collecting, analysing and reporting current customers’ data from all Cluster centres. 
  • Focus on increased income, engagement, impact and developing the sales approach for the cluster.
Function Overview

Sales and Customer Management 

The Customer Services team consists of a Cluster Sales and Customer Management Lead, 5 Customer Service managers and around 40 Customer Services Staff. Customer Services is responsible for handling all customer contact across all channels in all 3 country operations.
 
Operations are UAE (Abu Dhabi, Dubai and Sharjah), Oman and Qatar.  Currently we serve more than 10,000 face to face interactions on monthly basis across all the centres.  
The main internal stakeholders for customer service are the Teaching Centre and Examinations Businesses, with a small number of enquiries relating to broader British Council programmes.  The proportion of work relating to these areas varies slightly by centre.

Teaching Centres (TC)

Customer Services sells courses to TC students, registers them into classes, manages ongoing customer relationships and processes fees.  

Examinations

Examinations Services deliver examinations to candidates over the 3 countries, and candidate numbers are increasing.  IELTS and other English language examinations are registered on line and through Customer Services.  

For both above businesses the strategy is to move to an overt sales and retention focus, from a current transactional approach. 

Programmes

The British Council delivers programmes in English language, the arts and education. Customer Services provides level1 information regarding these programmes and forwards enquiries to the relevant teams.

For more information on the role requirements, British Council core skills and requirements, kindly refer to the documents attached below; 

Role Profile
British Council Core Skills
British Council Behaviours

Important Information: 
  • No relocation package will be offered for this role. 
  • Applicants should have the right to live and work in the United Arab Emirates. 
  • If you are interested in this vacancy, kindly submit your application by 10 December 2019. 
  • Interviews are expected to take place 2nd week of January 2020.

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.

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.