Customer Service Officer - Cairo
Region
Middle East North Africa (MENA)
Country / Territory
Egypt
Location
Cairo
Department
English & Exams
Job Category
Customer Services
Pay Band
Locally appointed Grade H
Vacancy Description
Job Title: Customer Service Officer Department: English and Exams Location: Cairo - Egypt Contract Duration: 1-year Fixed Term contract with renewable option Number of Posts: 2 Posts (1 Post Agouza and 1 Post city Stars) Grade: H Salary: 5697.33 EGP/Month Closing date: 15 December 2018
 
Details

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.

English & Exams:
Through our English and Exams work we aim to achieve more widespread and better-quality teaching and learning of English worldwide and offer access to professional qualifications. Working with policymakers, government ministers, teachers and learners across the world we help millions of people to access English by supporting the teaching and learning of English in public education systems, and through self-access materials and courses. We teach learners and teachers of English face-to-face in dedicated teaching centres and online through a range of courses. Every year three million people take international exams with help from the British Council, gaining qualifications that can open doors at leading academic institutions and improve employment prospects.

Context
and environment: (e.g. dept description, region description, organogram):

Customer Service Delivery

·          To contribute to the development of an efficient integrated and motivated Customer Services team which champions British Council values and customer service excellence and work effectively with colleagues across all activity streams.

·          To promote the sales of Teaching Centre and Examinations products and services.

·          To support delivery of Customer Services strategy as required based on the Customer Service Excellence standards.

·          To act as Front-Line Duty Officer (FLDO) for customer service issues, complaints’ management and during incidents. Ensures full coordination with other Duty Officers and premises manager.

·          Handle customers and students’ complaints and feedback. Act upon them in a timely manner according to British Council complaints policy and the Customer Service Excellence standards.

·          Monitor staff performance and address issues when needed.

·          Functional line management of Customer Service Assistants to ensure that appropriate briefings on British Council products, Examinations, Teaching Centre, Programs and activities are conducted to allow them to fulfil their duties.   

 

Accountabilities, responsibilities and main duties:

Registration & Finance

·          Overseeing student and candidate registrations for Examinations and Teaching Centre completed by the Customer Services Assistants.

·          Ensure accurate income collection, issuance of receipts and reporting of revenue on CAMPUS and FABS to corporate finance and cash handling procedures.

·          Ensure that end-of-shift/end-of-day closing meets all accounting procedures in FABS and CAMPUS, and fully adheres to the cash handling procedures.

·          Ensure that Customer Service Assistants have the appropriate level of access to the ORS and CAMPUS systems. That each front-line staff person has individually cash desks and cash journals assigned to them.

·          Ensure that all customer data is input accurately and to agreed deadlines, while maintaining data privacy per the British Council’s data protection policy.

·          Create the timetable of Teaching Centre classes per term in the CAMPUS system, print and distribute registers according to Service Level Agreement.

·          Ensure verification and stamping services for Examinations are processed accurately, on-time and to customer satisfaction.

·          Ensure Teaching Centre waiting lists are accurate and meet the requirements as outlined in the Service Level Agreement.

 

Management & Administration Support

·          Plan and administer pre and post Teaching Centre & Examinations Registration in timely manner to assure all targets are met.

·          Assure all back-office tasks are handled according to Service Level Agreement, Customer Service Excellence and British Council policy.

·          Act as the OTF (On the Fly) officer in charge of shifts.

·          Act on mystery shopping results and customer feedback.

·          Draw a monthly rota for Customer Service Assistants, ensuring adequate front line and back office coverage always and detailing breaks and leaves.

·          Provide ongoing team performance reports and dashboards to Head of Customer Services and Registration.

Line management

Line manages up to 5 Customer Service Assistants following Essential HR guidelines.

·          Effectively manage employees under this line management.

·          Comply with HR policies and practices including all aspects of performance management, employment policies, recruitment practices which meet the corporate standards.

·          Ensure that professional development and training plans are in place for the team.

For more information, please check the role profile:
Role Profile.doc
British Council Behaviors.pdf
British Council Core Skills.pdf

Equality Statement:
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.

Child Protection:
The British Council is a full member of Keeping Children Safe (KCS) and has achieved level 1 child safe certification. We believe that all children have the right to be protected from all forms of abuse as set out in article 19, UNCRC, 1989 and that every child matters - everywhere in the world. In line with the British Council's Child Protection policy, any appointment is contingent on thorough checks including criminal record checks, in line with legal requirements.