Customer Services Manager - Cairo, Egypt.
Region
Middle East North Africa (MENA)
Country / Territory
Egypt
Location
Cairo
Job Category
Customer Services
Pay Band
Locally appointed Grade G
Vacancy Description
• Pay band: G • Location: Cairo, Egypt • Contract type: One-year Fixed Term (renewable) • Reports to: Head of Customer Services • Closing date: 17 August 2019
 
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. 

 

Function Overview:

 

The role is based in Cairo Egypt in Agouza.

SBU: English & Exams (E&E)

Function: Customer Services

Reports to: Head of Customer Services

 

The Customer Services team consists of a Head of Customer Service, 3 Customer Service managers, 13 Customer Services Officers and 56 Customer Service Agents. Customer Services is responsible for handling all customer contact at the front line across 5 offices.

 

We have 3 main branches in Agouza, Heliopolis and Alexandria, as well as the 2 premises partner Teaching Centre locations in Nasr City and 6th of October. Currently we serve more than 13,000 face to face interactions on monthly basis across all the five centres; Agouza office contributes by 39%, City stars 23%, Heliopolis 18%, Alexandria 14%, and Nile university, the smaller of the 5 centres, contributes at 6%

 

Role Purpose:

 

The post-holder will manage the team of Sales and Customer Services in Agouza, 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.

 

Please refer to the Role Profile attached below for further details:

 

Role Profile
British Council Behaviours
British Council Core Skills

 

 

If you are interested in this vacancy, kindly submit your application by 17 August 2019.

Please make sure to complete your application as we do not check personal resumes.

 

Equality Statement:

 

The British Council is the UK’s international organization 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.