Customer Services Officer

Role Title Customer Services officer   Role Information Role Type  Pay Band  Location  Duration  Reports to: Customer Services H Beirut 2 years Customer Services Manager   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 assist in arranging appointments on behalf of UK institutions representatives To ensure the front of house area and display materials are maintained to a suitable standards 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 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   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: Threshold requirements: Assessment stage 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. Shortlisting Direct contact or managing staff working with children? Yes/No   IF YES. Appropriate police check N/a 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.    Person Specification: Assessment stage Language requirements (DELETE IF NOT APPROPRIATE) Minimum / essential Desirable Assessment Stage  Written and spoken English at Proficiency Level (B2) Fluent in written and spoken Arabic Good command of written and spoken French   Shortlisting Qualifications Minimum / essential Desirable Assessment Stage University degree or proven relevant experience   Shortlisting Role Specific Knowledge & Experience Minimum / essential Desirable Assessment Stage Minimum of 2 years’ experience in the Customer Services field   Shortlisting Role Specific Skills (if any) Assessment Stage 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   Shortlisting AND Interview       Shortlisting   Interview British Council Core Skills Assessment Stage Planning and organising (Level 1) Is methodical Able to plan own work over short timescales for routine or familiar tasks and processes. Managing finance and resources (Level 2) Uses resources efficiently Uses resources efficiently in own role and complies with financial rules and procedures. 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. 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.   Shortlisting AND Interview         Shortlisting and Interview           Shortlisting and Interview           Shortlisting and Interview British Council Behaviours Assessment Stage Working together: (essential) Establishing a genuinely common goal with others Making it happen: (essential) Delivering clear results for the British Council Being accountable (essential) Delivering my best work in order to meet my commitments Connecting with others: (essential) Making regular opportunities to understand others better Shaping the future:(essential) Looking for ways in which we can do things better Creating shared purpose: (essential) Communicating an engaging picture of how we can work together Interview