Get documents about "Job Description (DPM 10) &nbs
Document Sample
Job description/Person specification
Job title Customer Services Adviser Department/office Customer Services / Bahrain
Job holder Vacant Job code CSA
Job type Full time Pay band H
Line manager Customer Services Manager / Post-related allowances Refer to “Terms and Conditions of Service”
Registrar
Job description
The job description/person specification should be reviewed on a regular basis. These specifications are set up as a guideline
but if you propose to make significant changes to this job description kindly send your proposal and seek advice from Regional
HR team. If you propose a change in the grading of the post, you must refer it to your Regional HR Team and if you have line
management responsibility, ensure that it is included as an explicit duty relating within your job description.
All information must be in line with the British Council’s equal opportunity policy.
To provide a professional customer service to all British Council customers through a range
Job aim
of mediums (face to face, email and phone)
Number of staff managed 0 As line manager 0 As countersignatory 0
Finances managed N/A
Duty and standards – measurable in terms of time, cost, quality or quantity. Please note this list
is not to be regarded as exclusive.
Customer Service Delivery
To deliver an integrated service to corporate standards which meets the needs of internal and external
customers to enable all departments to meet their agreed targets:
1 Duty
- Assisting in answering all types of first level enquiries relating to British Council activities in country.
- Dealing with second level (specific) enquiries or refering them to the appropriate person within the
office who can deal with them.
1. all enquiries are answered within one working day and correspondence is replied to within two
working days and phones are answered after three rings
2. all customers are handled in a culturally appropriate way.
3. all customers are made aware of British Council products and services as appropriate.
4. telephone system is understood and efficiently used
5. precise, measurable and challenging enquiry handling standards are adhered to and the highest
possible levels of customer satisfaction are achieved
Standards 6. all dealings with customers (face to face, by phone, email etc.) are professional, courteous and timely
7. enquiry handling is always in line with approved and current British Council methodologies, strategies
and standards of customer care
8. policies & procedures for handling complaints/feedback are strictly adhered to and resolved to the
satisfaction of customers/stakeholders (internal and external)
9. postholder’s knowledge of all our activities, products & services is researched, developed and kept up
to date at all times
10. when required, call data/statistics is gathered, recorded and reported accurately and to deadline
Registration & Finance
To register customers and to collect income received and transfer it accurately.
2 Duty
- Use FABS (or other financial systems) to maintain records on the system & complete daily
reconciliations.
The United Kingdom’s international organisation for educational opportunities and cultural relations. We are registered in England as a charity. Revised October 2006
Job description/Person specification
1. Registering students for services & collecting any incoming payments (Teaching Centre, Exams &
Staff Repayments, LIS & Education UK) at the front desk.
2. Maintaining spreadsheets for these payments & reconciling it daily with Resources Department.
Standards 3. Parking entries into Cash Journals on the day of income collection and handing over to accounts
within 24 hours. Overlooking all cash journal entries as per guidelines set out by the departments.
4. Raising POs / Goods Receipts on FABS.
5. Using IT equipment to the British Council’s Quality Standards following the Service level Agreement.
Administration support
To assist with the day to day back office administration of the TC and Exams departments as needed, co-
ordinated by the CSM including but not limited to:
3 Duty - Inputting customer data into CAMPUS
- Contacting TC and Exams customers to notify them of term/registration/exam date/venues, drop out
surveys, waitlisted students
- Inputting data into Exams MIS sheets, CAMEO, ESOLCOMMS, Edexcel online registration.
1. All customer data is input accurately and to agreed deadlines and confidentiality maintained
Standards
2. All customers contacted, or messages left to agreed deadlines with information passed back to CSM.
Person specification
Competencies are taken from the Organisational Skills Profile. The following dictionaries were used:
1) Behavioural Competency dictionary, 2) Generic Skills dictionary, and 3) Role Profile dictionary.
All criteria will be used for
If a criterion is to be used for
Criteria: behavioural performance management
Essential (E) selection, please state here how it
competencies (assign levels), purposes.
or desirable will be measured (e.g. application
skills, knowledge experience, and Indicate here (Y or N) if a
(D). form, interview, performance
specialist qualifications. criterion is to be used for evaluation
recruitment and selection.
Behavioural Skills
1 Achievement (Level 2) E Y Application form, references
Customer Service Orientation Application form, interview,
2 E Y
(Level 2) references
3 Teamworking (Level 2) E Y Interview, references
Flexibility (Level 2) Application form, interview,
4 E Y
references
5 Professional Confidence (Level 1) E Y References
Generic Skills
Application form, interview,
6 IT skills (equivalent to ICDL) E Y
references
Spoken and written English
7 E Y Application form, interview, test
(IELTS band 6.0 or equivalent)
Advanced level of spoken and
8 E Y Application form, interview, test
written Arabic
Job Families: technical skills,
knowledge and experience
Proven Financial experience – Application form, interview,
9 E Y
cash collection and reconciliations references
2
Job description/Person specification
Special Job requirement:
The British Council is currently open to the public Saturday to Thursday, 8am to 8.30 pm (subject to change).
The job holder will be expected to work some evenings (up to 4 per week), and sometimes up until 9.30 pm. The
postholder will work on a 5 day week shift basis but may sometimes have to have a split weekend and/or split
shift.
There will sometimes be the requirement to work outside the normal timetabled hours if there is an operational
need to do so, and in such cases the jobholder is expected to adjust her/working hours/days accordingly.
Where hours of work exceed 37.5 in a given week, extra hours will be compensated by time off in lieu, and not
paid overtime.
Timetable is subject to change, and flexibility in adjusting hours of work is essential when there is an
operational need to do so.
Authorisation
Line manager’s name
Post title Customer Services Manager / Registrar Department/country Customer Services/
Bahrain
Signature Date
Name
Signature Date
3
