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					                                                                                             Role Profile

        Job Description

Job Title
                            Customer Services Advisor
                                                                                Customer Services/UAE
Directorate or Region       MENA                           Department/Country
Location of post                                           Pay Band             H
Reports to                                                 Duration of job      Indefinite

Purpose of Job:
To provide a professional customer service to all British Council customers through a range of
mediums (face to face, email and phone).
To work towards customer service excellence in the UAE acting as a key part of the local Customer
Services Team

Context and Environment:
The British Council is the United Kingdom’s international organisation for educational opportunities
and cultural relationships. It is a largely UK government grant funded not-for-profit organisation.
The post is based in Dubai and the post holder will deliver an integrated service to corporate
standards which meets the needs of internal and external customers. Reporting to the Customer
Services Manager, the Customer Services Advisor will work closely with all departments enabling
them to meet their agreed targets.

Main Duties and Responsibilities:

In line with Equal Opportunity and Diversity and other overarching corporate policies:
Customer Services: To provide information to customers, face to face, over the phone and by e-mail,
being the main point of contact for enquiries handled by the CS team.
Registration & Finance: To register customers and to collect income received and transfer it
accurately onto Finance and Business System (FABS), to maintain records on the system and
complete daily reconciliations
Administrative support: To assist with day to day back-office administration of the Teaching Centre
and Exams departments as required including verification & attestation of certificates. To support
departments like Projects and Services for International Education Marketing in managing events and

Key Relationships:
Internal: Teaching staff, Exams team, Projects Team, Call Centre team, Marketing and
Communications team; and Regional team
External: Students, customers, candidates, local and foreign universities.

                   1 of 3           Resourcing team September 2010
Special requirements of the job:
Some unsocial hours, weekend work and travel may be required.

Please specify any passport Right to Work in UAE.
and/or nationality requirement
Please indicate if CRB checks
are required

       Person Specification

 Behaviours                      Essential                        Desirable     Assessment stage
  and skills

Behaviours       Working Together (essential):
                 Establishing a genuinely common goal
                 with others

                 Making it Happen (essential):                                  Interview
                 Delivering clear results for the British

                 Connecting with Others (essential):
                 Actively appreciating the needs and
                 concerns of myself and others

                 Being Accountable (essential):
                 Delivering the best work in order to meet
                 my commitments

                 Shaping the Future (essential):
                 Looking for way in which we can do
                 things better
                                                                                Required for the role but
                 Creating Shared Purpose(essential):                            not assessed during the
                 Communicating an engaging picture of                           application stage
                 how we can work together

Skills and      Marketing and Customer Services                   English       Short listing &
Knowledge       (Level 1): Understanding of potential             Proficiency   Interview
                markets / customers                               to    IELTS
                                                                  Level 6

                 2 of 3          Resourcing team September 2010
                 Computer Skills
                 (Level 2): Good computer skills, use of
                 MS office
                 Communications Skills
                  (Level 1): Basic Level of written and
                 spoken Arabic

Experience        Proven experience in customer services                     Short listing &
                  and handling inquiries / complaints                        Interview

                 Finance / Accounts / Cash handling

Qualifications                                                  University   Short listing

Submitted by       Abilash Ramesh                               Date                 August 2012

                 3 of 3        Resourcing team September 2010

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