Job title Manager Operations, Sales & Customer Services
Directorate / Region East Asia Country/ Location Thailand
Job Grade Pay band Local Grade G
Head Sales & Customer Services
Line manager Type of contract Full time
The post plays a significant role in increasing sales of the Teaching and Exams Businesses in
Thailand by buildng a highly performing sales team and embedding a results-orientated sales
culture into the organisation. The post is responsible for ensuring that the operational
Job aim requirements of the Sales & Customer Services function are met through the efficient
management of strategy, resources and processes. The postholder works closely with the
Customer to measure and address needs and with the MarComms team to develop and deliver
effective startegies and initiatives that enhance Customer satisfaction.
Number of staff managed Up to 12 As line manager Up to 6 As countersignatory tbc
Duties, Role and Responsibilities (Please note this list is not to be regarded as exclusive)
Deliver income and other targets of the Teaching and Exams businesses
To ensure income targets are met or exceeded
To ensure KPI targets are met or exceeded
To ensure conversion and re-registration targets are met or exceeded
Ensure customer satisfaction and mystery shopping targets are met or exceeded
1 Duty (40%)
Monitor and report on performance against all targets
Track and monitor both individual and team performance against all targets/KPIs on a daily/weekly
and monthly basis and report to HS&CS with recommendations for action
Maintain accurate and timely FABS/Campus/Exams records and reports to agreed schedules
Prepare data for reconciliation, planning and forecasting exercises as required
Manage Sales & Customer Services strategy, staffing and processes
Develop business, financial and sales processes which deliver the strategic aims of the business
Manage the S&CS staff resource so that the front and back office are always appropriately staffed and
meet operational requirements
Define and communicate the responsibilities of each team member and ensure that these are an
2 Duty (30%) integral part of their performance development plan and individual KPI measures.
Monitor staff performance to ensure they are meeting deadlines, delivering agreed ouputs and
complying fully with British Council policies and procedures.
Ensure that staff have the skills, experience and information needed to perform effectively
Ensure good intra and inter-team communications through programme of regular meetings,
workshops, product knowledge and training sessions
Meet customer needs
Exploit all opportunities to add value for customers and increase customer satisfaction
Ensure feedback from customers, teachers and other stakeholders is collected to the agreed schedule
Communicate feedback to stakeholders to feed into product/service development, scheduling
decisions and MarComms initiatives.
3 Duty (30%) Manage Cutomer complaints and feedback systems
Ensure customer databases are well maintained and that cmmunications are timely, relevant,
interesting and professionally produced.
Ensure a range of different events are planned and delivered for customers each year and that
customers are aware of relevant events or projects run by other departments
Ensure the environment for classes and front of house is appropriate to customer expectations and is
always tidy, dynamic, pleasant and British Council branded
The United Kingdom’s international organisation for educational opportunities and cultural relations. We are registered in England as a charity. Revised April 2011
Sales & Customer Services Team
Teaching Centre Management Team and Instructors
Finance and HR Colleagues
Regional and Global CS teams
Other important features or requirements of the job
(e.g. travel, unsocial/evening hours, restrictions on employment etc)
Working hours will include evening and Saturday/Sunday shifts.
Frequent travel between British Council Centres is required
Any special requirements of the job, including any legal requirements e.g. restrictions on employment, occasional unsocial hours,
flexible working, passport status
The British Council’s smart-working policies enable staff and the operation to manage working hours/days flexibly across the 7-
day week, although core hours normally apply. Working hours or shifts may therefore vary from time to time according to
operational needs as well as staff preferences.
Essential Desirable Assessment stage
Behaviours Making it happen – ‘More demanding’ Connecting with Others – Interview only
(see guidance below) ‘More demanding’
Challenging myself and others to
deliver and measure better results (Making regular
Shaping the future – ‘More demanding’
understand others better)
Exploring ways in which we can add
Working together – ‘More demanding’
Establishing a genuinely common goal
Skills and Basic IT Skills (MS Outlook, Word and Advanced IT Skills (e.g. Short listing
Knowledge Excel) CAMPUS and Excel) and Interview
Good spoken and written Thai and
Experience Ability to lead a team and develop staff Ability to manage detailed Short listing
performance statistical and financial and Interview
Ability to deliver tasks to tight
Strong planning and organisational
Qualifications Education to tertiary level Short listing
Experience of leading or working in a
frontline customer services team
At least 3 years working experience
with good track record in Sales and
Customer Service field.
Guidance on the British Council Behaviours
There are six British Council Behaviours that describe the Behaviours all staff need to use at work so that the British Council can
deliver on its vision. The British Council Behaviours will be used in recruitment, performance management and development. This
guidance describes the British Council Behaviours required for this post as follows:
A definition of the behaviour
The British Council behaviour described in 3 Levels; 'Essential', 'More demanding' and 'Most demanding'.
Each of the levels has a series of indicators in the form of key questions that help you think about how well you are using
What it is not - indicators of behaviour that is counterproductive
MAKING IT HAPPEN
I deliver excellent results, achieve challenging goals and develop myself and others. I do this by setting clear and demanding
objectives to deliver what is required. I stay focused on measurable outcomes, while building longer-term capability. I demonstrate
standards of excellence and deliver value for money. I measure progress and adapt plans when necessary.
Essential More demanding Most demanding
Delivering clear results for the British Challenging myself and others to Achieving stretching results when faced
Council deliver and measure better results by change, uncertainty or major
Do I take action promptly when necessary? Do I regularly review results and look for Do I have a track record of delivering
ways of raising levels of achievement for challenging results in a way that makes
myself and others? others feel they share in success?
Do I consistently meet my objectives? Do I exceed challenging objectives? Do I continue to push for successful
outcomes even in difficult situations?
Do I develop my own knowledge, expertise Do I identify barriers to success and tackle Do others see me as representing a
and learning? them before they become an issue? standard of excellence in what I do and
how I achieve it?
Do I actively support the learning and Do I commit resources to support the Do I deliver outstanding results while at the
development of others? learning and development of others? same time encouraging a culture of
learning by developing myself and others
for business benefit?
Do I set myself and others clear goals and Do I look for new responsibilities and
high standards? assignments in order to develop?
Do I willingly take on challenges? Do I take advantage of opportunities and
Submitted by Khongkawithoon, Satanee
Date 20 February 2012