Job Description

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

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.

Pay Grade: 4 (H) | Contract Type - Indefinite | Location - Napier Road, Singapore

Local Direct Hire: Applications are welcomed from candidates with a right to work in Singapore and for an employment purpose.

Role Purpose

To provide excellent Customer Service to all customers interested in all of the British Council\'s activities (including English teaching, Examinations, Education UK, Library and cultural operations) in order to meet and exceed customers\' expectations and enable the British Council to meet its corporate objectives.

Main Accountabilities:

Enquiry handling

• Answer first level enquiries received in person, by mail, email, telephone or social media on relevant aspects of the UK and the British Council\'s activities in a friendly and professional manner, invoking the principles of TIE in line with Customer Service standards.
• Build rapport with the prospect in order to find out the objectives, needs and requirements of the customer, and take their interest forward.
• Is able to give accurate information on all services offered by the British Council, and to give customers the correct brochures, application and registration forms.
• Support test takers who wants to register online at our premises
• All feedback and customer comments are passed on to the Assistant Manager - Customer Service within one working day and recorded in writing.
• To meet and greet clients in a professional and friendly manner in person. To communicate with internal and external personnel in a professional and enthusiastic manner.

Registration

• Register Exams candidates in a professional and friendly manner, while adhering to the procedures in place.
• Cross-sell relevant British Council services and products where appropriate.
• Understand customer needs and turning enquiries into sales.
• Work extra hours during registration period, if required.

Standards for collection and handling of income

• Handles payment received from examination registrations.
• Issues receipt for every income received.
• Responsible for balancing card payments and direct bank transfers with the final day end reports accurately.
• Provides a memo or report required when unbalanced income clearing happens.
• Assist duty manager to reconcile income and assist in the banking process when needed.

Accurate databases /records, and projects

• All databases and records, and information files are kept up-to-date in line with requirements outlined by AM - Customer Service.
• Make sure that information brochures/ leaflets are replenished and are available at all times.
• Responsible for updating relevant knowledge files and databases /web/ design posters in line with requirements outlined by AM-CS.
• Specific projects and responsibilities given to each member of staff are carried out in line with expected objectives.
• As duty officer ensure that designated tasks for the relevant shifts are completed.

All above accountabilities, duties and responsibilities should comply with standards and guidelines incorporated in the Global Policy Framework (e.g. Code of Conduct, Global Policy Statements, Child Protection (CP), Equality, Diversity and Inclusion (EDI), Information Knowledge Management (IKM), ICT standards (e.g. Acceptable Usage of IT standards).

Other important features or requirements of the job

The successful candidate will work a 5-day week between Monday-Sunday with a scheduled day off. Additional hours will occasionally need to be worked, particularly during peak examination periods.

Role specific skills, knowledge and experiences:

• At least 2 years\' experience working in a customer service role, preferably in the service industry
• Selling skills (confident and effective in up-selling and cross-selling British Council products)
• Competent IT and numeracy skills
• Accuracy (very high level of accuracy is required for all tasks)
• Excellent customer care skills across multiple channels
• Knowledge of CRM (desirable)
• Complaints handling (desirable)

Person Specification

• Excellent written and oral communication skills in English
• Ability to communicate in Chinese language (desirable)
• Diploma/Degree in any discipline

Closing Date for Application: 01st February 2024, 23:59 Singapore Time (GMT+08)

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

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.

British Council