Customer Services Officer

Role purpose

To deliver an effective quality driven first line service to customers, clients and stakeholders at the British Council Beirut, ensuring that customers receive the information and services they need in a friendly, professional, efficient and responsive environment

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.

Geopolitical/SBU/Function overview:

The post holder will be responsible to handle exams and UK education/information enquiries (face to face, telephone, and email), referring those customers requiring further specialised services to the appropriate member of staff/team/service point

Main opportunities/challenges for this role:

• Handling customers Complaints and enquiries
• Liaising with the internal staff
• Handling Exams registrations and to get familiar with different products.

Main Accountabilities:

Handle exams and UK education/information enquiries (face to face, telephone, and email), referring those customers requiring further specialised services to the appropriate member of staff/team/service point and to operate telephone switchboard

• To respond to emails within 24 hours
• To respond to other written enquiries within 2  working days
• To respond to telephone enquiries that need following up within 12 hours unless research is required and the enquiry cannot be answered immediately
• To acknowledge and state when answer will be provided if enquiry cannot be answered within standard period
• To take messages in the event of a colleague's absence and to pass them on immediately using the agreed methods (email)
• To be able to refer to the next level of enquiries appropriately
• To highlight further resources and self-access materials that may be useful to enquirer/answer query if appropriate
• To meet corporate customer care, Equality, Diversity and Inclusion, and enquiry handling standards
• To record statistics relating to enquiries accurately and to agreed standard
• To answer all switchboard calls to corporate customer care standards
• To answer all basic enquiries (according to definition provided) to satisfaction of customer
• To refer difficult/complex accreditation related enquiries that cannot be dealt with satisfactorily to Customer Service Manager and ensure that information is delivered to the enquirer within 3 working days
• To register exam candidates as per examinations board guidelines.                                                                             
• To handle cash including fines, charges for services, membership charges according to corporate standards
• To liaise with the Exams Manager and Customer Services Manager o collating  customer satisfactory survey’s for Exams units in specific and the British Council in general
• To liaise with the Exams Manager in contacting exams candidates as needed
• To maintain the usage of the Exams log book for collection of statements and certificates
• To carry out daily reconciliations of cash collected before hand over to Finance
• To arrange mail shots sent to contacts within one week of receipt of materials
• To conduct presentations in and out of office to promote specific products/services, namely Education UK
• To send invitations by fax/email promoting UK institutions visits
• To assist in arranging appointments on behalf of UK institutions representatives
• To ensure materials and displays are always up to date and accurate
• To ensure all computer and audio/visual resources are in functioning order
• To ensure furniture and equipment is clear and ready to use
• To ensure all displayed materials on board and shelves are always up-to-date
• To ensure the front of house area and display materials are maintained to a suitable standards

Key Relationships:

Internal

• Local Staff members
• Regional Staff members

External

• Key stakeholders
• Suppliers
• Random Customers
• Exams Candidates
• Corporate clients
• Public enquirers
• UK universities representatives

Role Requirements:

Passport requirements/ Right to work in country: Post holder must be eligible to work in Lebanon. When required, successful candidate needs to secure, at his/her own cost and liability, the appropriate work and residency permits and any other required document, as well as any renewals thereof, from the Lebanese competent authorities.

Notes: Hours are variable according to work schedule and can include evenings and occasional weekends.  The role includes representing the British Council at external events where appropriate. 

Language requirements

Minimum / essential

• Written and spoken English at Proficiency Level (B2)
• Fluent in written and spoken Arabic

Desirable

• Good command of written and spoken French

Qualifications

Minimum / essential

• University degree or proven relevant experience

Role Specific Knowledge & Experience

Minimum / essential

• Minimum of 2 years’ experience in the Customer Services field

Role Specific Skills 

Financial Skills:

• Awareness of payment system process and document standards
• Awareness of the concept of reconciliation

Computer Skills

• To understand and use the Council’s IT systems in an effective manner in compliance with IT security standards including ability to access and use the British Council intranet site
• To understand and comply with BC security standards

British Council Core Skills

1.Planning and organising (Level 1)

Is methodical

Able to plan own work over short timescales for routine or familiar tasks and processes.

2.Managing finance and resources (Level 2)

Uses resources efficiently

Uses resources efficiently in own role and complies with financial rules and procedures.

3.Using technology (Level 3)

Operates as a basic user of information systems, digital and office technology

Able, with adjustments if necessary, to use office software and British Council systems to do the job and manage documents or processes.

4.Communicating and influencing (Level 2)

Communicates clearly & effectively

Listens to others and expresses self clearly, with grammatical accuracy and awareness of a diverse audience in speaking and writing.

British Council Behaviours 

Assessment Stage: Interview

1.Working together: (essential)

Establishing a genuinely common goal with others

2.Making it happen: (essential)

Delivering clear results for the British Council

3.Being accountable (essential)

Delivering my best work in order to meet my commitments

4.Connecting with others: (essential)

Making regular opportunities to understand others better

5.Shaping the future:(essential)

Looking for ways in which we can do things better

6.Creating shared purpose: (essential)

Communicating an engaging picture of how we can work together