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Sales and Marketing Brand Officer Job Description document sample
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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
