Customer Services Manager

Customer Care
• Manage the customer journey to ensure that processes and procedures are in place to meet Teaching Quality Standards (TQS) and Examinations Quality Standards (EQS) & other audits related to IELTS and finance. Ensure that TQS and EQS standards are met and any problem areas are tackled as soon as they arise.
• Manage the provision of information to customers both onsite and offsite as required (eg at exhibitions), ensuring accurate and up-to-date information
• Supervise the handling of customer enquiries, complaints and suggestions, ensuring appropriate follow up, responding to queries within two working days and maintaining accurate records of action taken.
• Manage the attestation services of UK education documents for as required
• Liaise with Call Centre (outsourced) to maintain agreed standards of service, acting as main point of contact
• Oversee the provision of customer and market information to Teaching Centre and Examinations management by regular data gathering through questionnaires, focus groups and competitor analysis etc
• Manage the team to ensure appropriate staffing levels are maintained at the Front Office at all times in line with customer needs and operating hours.
• Manage and insure the quality and accuracy of service and information provided to customers.
• Insure the frequently monitoring of customer service team frontline and Call Centre to British Council customer management framework and MENA Customer service standards.

Finance and Control systems
• Oversee the accurate recording and handing over/storing of revenue by front office staff ensuring that reconciliation takes place to corporate finance  standards 
• Approve/release purchase orders (POs) on financial systems like SAP/FABS as Operational Manager (OM) role and within BC approval limits.
• Monitor the attestation budget, reconcile monthly attestation income reports on FABS and report to the Finance Manager
• Report data for Customer Services to the Scorecard Coordinator

Line Management
• Lead on recruitment and selection of  Customer Services team by adopting recruitment practices which meet corporate standards
• Line management of the team, including training, coaching and mentoring ensuring that customer service staff have been appropriately briefed on BC procedures and receive the training required to allow them to successfully fulfil their duties; own professional development and training is continued and that development plans for the team members are in place
• Manage overtime of front end staff, Time in lieu (TOIL) and annual leave in line with financial control standards in order to minimise cost.
• Addressing any poor performance promptly and in line with BC standards and policies

Managing Customer Service Excellence and Business Growth
• Review team performance against British Council Customer Service Excellence standards (including Mystery Shopping exercises, etc) and implement changes to maintain quality standards.
• Active participation in Customer Service Management Team to ensure progression towards Customer Service Excellence. Includes liaison with Call Centre management and analysis of Call Centre statistics.
• Refer to guidance from the MENA Regional Customer Management Lead and the UK Customer Management Team when planning. Report to Customer Management team on progress related to Customer Service tasks.
• Support business growth of Teaching Centre and Examinations department, monitor conversion rates and report to relevant departmental heads

Interested candidates can download a copy of the application form and job description from http://www.britishcouncil.om/en/about/jobs

Only completed forms will be accepted and shortlisted candidates will be informed. The completed application form should be sent to Recruitment@om.britishcouncil.org