Job description/person specification Customer Services Officer Job title Department/office Mauritius Job holder Job code Job type Full-time Pay band H Senior Registrar & Customer Post-related Line manager Service Manager allowances The job description/person specification should be reviewed on a regular basis. Guidance on completing job descriptions using competencies can be found on the Competency Dictionary section of the HR homepage at http://bcnet.britishcouncil.org:8000/hr/dictionary/index.htm. If you propose to make significant changes to it, you should seek advice from your HR Services team. If it is for a new post or you propose a change in the grading of the post, you must refer it to your HR Services team (UK) or your HR geographical consultant (overseas staff). If you have line management responsibility, you must include an explicit duty relating to this. All information must be in line with the British Council’s equal opportunity policy. To deliver effective, quality-driven front-line services to customers, clients and stakeholders, Job aim enabling them to make full use of relevant BC resources and services and to maximise their impact in order to promote BC objectives Number of staff managed None As line manager As countersignatory Finances managed None State what percentage of the job is represented by each duty. Duty and standards – measurable in terms of time, cost, quality or quantity. Customer Service – To deliver high levels of service to all British Council customers Duty 1 (15%) and ensure an efficient high quality reponse to enquiries. Front desk is always staffed during operational hours. All first-level enquiries dealt with effectively. Visitors are attended to immediately and appropriately. E-Africa website used as the single authoritative source of information for all enquiry handling and customers encouraged to use our website for information. Where there are gaps in the information the regional team are informed. Web content checked regularly to ensure that it is accurate and up-to-date. Customer enquiries are answered correctly or referred appropriately. All e-mails responded to within 2 working days of receipt as per British Council customer service standards. Phone enquiries answered within 3 rings. Mystery Shopping targets met. Customer Management Framework used as reference guide. EO&D standards met when dealing with the diverse needs of customers. Complaints, comments and feedback dealt with in accordance with corporate policy. Standards Duty officer and Fire Officer roles are fulfilled according to the rota. The United Kingdom’s international organisation for educational opportunities and cultural relations. We are registered in England as a charity. Revised August 2003 Teaching Centre & Examination Registration – Duty 2 ( 25%) To register students and candidates for the Teaching Centre and Exams. Registration process runs smoothly both on and off site. Positive feedback from customers. Stakeholders informed of registration procedures and processes. Registration customer journey mapped out & displayed for customers including appropriate signage Teaching Quality Standards (TQS) & Exam Quality Standards (EQS) met. Application forms from exams candidates are processed within 3 working days of receipt, ensuring Standards application is complete and the correct fee has been paid. Students records updated on Campus within one week after registration. Fees collected and receipts issued according to standards in Essential Finance. New initiatives implemented, for example online registration. Market Research & Evaluation – To collect, analyse and report on feedback from customers. (10 %) Effective support provided to the Teaching Centre and Exams in organising customer focus groups. Data on customers collected for marketing purposes and follow-up calls made. Data on non-returning students for the Teaching Centre collected and analysed at the end of re- registration periods / registration SMS is used as an effective tool to message customers as requested in liaison with TC & Exams Teams Active Request for feedback from exams candidates upon registration (on designated form) and data analysed at end of Quarter Contact data for all enquirers collected. Financial Management & Control – To provide support on finances to colleagues Duty 3 ( 15 %) across the office by raising POs and sale orders. To implement cash handling procedures. All Purchase Orders (POs) raised before activity takes place. Goods receipted when service/product is delivered. Invoices sent to finance for payment in a reasonable time-frame. Sales Orders are raised when activity has taken place. Aged-debtors are followed up in timely manner. Standards Correct WBS and GL accounts used when parking cash journals on FABS. Cash rota effectively implemented. No discrepancy in term of cash receipt and daily income reconciliation. Accurate day-end closing effected on Campus. Sales of stock managed effectively. Duty 7 ( 20%) Projects - To support the project team in the delivery of agreed programmes of activity. Management of guest lists for events and distribution of invitations. Non replies followed up. Attendance at events as required. Standards Support on event management and logistics. Professional Development - To undertake professional development activity with a Duty 8 (5%) view to ensuring a good understanding of products and services. Shadowing of classroom and exam sessions are carried out at least once per term. Own professional development plan agreed with line manager and regularly reviewed. Standards All interactions with staff are in line with British Council brand and values. 2 Person specification Use the Behavioural competency dictionary (which you will find within the Competency Dictionary Section of the HR homepage at http://bcnet.britishcouncil.org:8000/hr/dictionary/index.htm) to help you list here the relevant behavioural competencies needed for the job – aim for no more than six. Assign the appropriate level to each competency. Use the Role profile dictionary to help you list the relevant skills, knowledge and experience needed for the job. Include any specialist qualifications. You should not state requirements which could potentially disadvantage particular groups or individuals, e.g. previous experience in a British Council office overseas. Indicate whether each criterion (behavioural competency, skill, knowledge and experience) is essential (E) or desirable (D) for selection and recruitment purposes. For recruitment and selection purposes state also how evidence of each criterion will be assessed. You may state one or more of: application form; performance evaluation; interview and, where appropriate, presentation exercise or specialist test. (You should aim for no more than six criteria to be assessed by interview.) Indicate which Criteria: behavioural State how each criterion Essential (E) Which duties does criteria will be used competencies (assign levels), will be assessed for or desirable this criterion for recruitment and skills, knowledge experience, and recruitment and selection (D). support? selection (aim for specialist qualifications. purposes. no more than six). Customer Service Orientation Level 2 Thinks about the customer when undertaking day-to-day work. Questions "how is this adding application, assessments, 1 value for the customer?" Makes E All √ interview decisions with the customer in mind. Takes pride in delivering a high quality product or service. Investigates service delivery and provides solutions to problems Teamworking Level 1 Willingly coperates. Is not afraid to seek advice from others. Puts 2 in extra effort when needed to E All √ ditto help others. Recognises that the ways of getting things done in different departments, organisations and communities are not the same. Flexibility Level 2 Applies procedures flexibly Applies rules or procedures flexibly, depending on the individual situation, to accomplish 3 tasks or activities more effectively. E All √ ditto Responds effectively to changing circumstances. Remains focused when faced with competing demands. Makes reasonable adjustments to ensure maximum effectiveness and motivation of self and others. 3 Achievement Level 2 Works to goals and manages obstacles 4 Understands and works towards E All √ ditto goals set by others. Measures progress against targets. Seeks to understand reasons for obstacles and to find ways to overcome. Acknowledges the work and contribution of others Excellent written and spoken English comparable to IELTS 5 E All √ Ditto level 6.5 (or the ability to reach this level within 6 months) Generic skills Marketing and Customer Service Level 1 Responding to customer needs 6 Controls the interaction with the E All √ ditto customer. Listens effectively and uses questioning skills to clarify customer needs. Delivers exellent service at all points of contact. List here any special requirements of the job, e.g. occasional unsocial hours, flexible working. It is assumed that all jobs can be job- shared unless valid reasons are given below. Disability is not normally a disqualifying factor for a job. The rota covers a 6 day period – Monday to Saturday. Fexible working will therefore be required. Authorisation Line manager’s name Senior Registrar & Customer Service Post title Department/country Mauritius Manager. Signature Date Name Signature Date 4
"Sales and Marketing Brand Officer Job Description - DOC"