EU Customer Service Training and Quality Assurance Manager
Region
European Union
Country / Territory
Flexible Location
Location
Flexible Location
Department
English & Exams
Job Category
Customer Services
Pay Band
Pay Band 7
Vacancy Description
Contract type: IDC Payband:7 Location EU Flexible-Local package
 
Details
    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.

  The purpose of the role is to measure and improve quality of customer service and the end to end customer experience with a view to improving and maintaining great sales performance across a range of channels (Phone, Email, Face to Face) while providing, coordinating and developing training in conjunction with the global customer management team to enable the British Council to match and exceed the standards set by competitors and ensure delivery of the global customer management mission.  
The post will: 
  • Maintain and continuously improve a regional customer service quality monitoring approach 
  • Measure customer service productivity and effectiveness by reporting, calibrating and aligning European region to Global Standards
 • Assist customer service managers to Improve and maintain sales through quality monitoring
 • Improve 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 .

 This is a EU Flexible location role , open to both internal and external candidates . Applicants must be eligible to work in EU . No relocation package is available for candidates applying from outside EU or their home country.

 If you are interested in applying, please see the documents below for further information:
  Role profile 
  British Council Behaviours 
  BC Core Skills 

  If you feel that you are suitable for the role, please apply before 17 July 2019 (23:59 UK Time).
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.