Customer Services Advisor
hace 3 semanas
We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.
Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people.
Exams Customer Services Advisor
Context
A focused Customer Service team is being created to exclusively meet the needs of Exams customers and internal stakeholders across Spain. This role will form part of a team of five dedicated Customer Services Advisors led by a Coordinator in charge to liaise between Exams and Customer Service managers.
The Spain Exams business continues to grow and, in the post-pandemic business environment and increasing competence, it is indispensable to improve our customer service channels to address exams customer needs and add value to the Exams Operations in Spain, enhancing our reputation for customer service excellence
Role Purpose
To support Exams Spain operation in handling customer enquiries through voice and digital channels providing a high level of excellence in all aspects of customer experience.
To deliver professional customer service to both internal and external customers via email and phone, and to provide professional answers to exams customers’ enquiries of different nature and format in accordance with British Council corporate standards & KPIs
Challenges & Accountabilities
Customer support
Deal with telephone, email and web chat enquiries from current and potential exams customers, providing information and advice on products, calendars and conditions of service and recording all interactions in the CRM system, when available.
Ensure appropriate follow up and timely escalation of queries, complaints and suggestions from exams customers.
Increase responsiveness / reduce average handling time while ensuring customer service excellence.
Service delivery
Support Exams Operations and Shared Services Unit with the efficient delivery of back-office processes:
Exams registration: Monitoring and confirmation of online entries, tracking & uploading registration documentation, cancelling unpaid registrations.
Collection and processing of requests for cancellations & transfers, special arrangements, additional TRF, EOR Applications according to local, regional or Global process, as required.
Ensure timely and efficient delivery according to Service Level Agreement and Escalation Matrix, compliant with Regional & Cluster standards and Customer Excellence KPIs.
Contribute to efficient and timely share of information between Exams Operations and Customer Services.
Manage Self And Others
Ensure accurate recording of customer interactions to support efficient reporting and informed decisions.
Ensure attendance to all required training and development initiatives in order to maintain up-to-date knowledge of exams systems, deadlines and procedures.
Pro-actively contribute to the culture of continuous improvement by reporting on feedback received from customers to define areas for improvement.
Minimum/essential
Role specific knowledge and experience
Experience in compliance environment Ability to work comfortably in English (B2) and Spanish (C2 level).
Ability to communicate in other co-official Spanish language skills depending on the working centre.
Working hours are 09:00 to 17:00 Monday to Friday.
Flexible working may be required to cover support timetable during peak period April to July, as well as working some Saturdays on a rota basis.
A relevant professional training (FP) or university degree qualification
Minimum one-year experience in customer service role. Desirable experience in contact centre
Experience in administrative environment working as part of a collaborative team.
Further Information
Pay band: Grade J / 2
Department: Business Delivery
Contract type: Temporary full time - Substitution
Location: Spain - Barcelona
Start date: 1st October 2024
Closing Date: applications will close on 8 September 2024 at 23:59hs
A connected and trusted UK in a more connected and trusted world.
Equality , Diversity, and Inclusion (EDI) Statement
The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.
The British Council is committed to safeguarding children, young people and adults who we work with.
We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.
Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.
If you have any problems with your application please email askhr@britishcouncil.org
Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.
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