We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.
We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.
Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people.
Role Purpose :
- To secure excellent sales results whilst ensuring a high-quality customer experience in handling enquiries about our English language
- To ensure a high quality, efficient integrated customer service experience for all new and existing students across the British Council Teaching Centre.
- To act as British Council’s ambassador and provide top quality services to all new and existing customers meeting all Key Performance Indices and deliver Sales & Customer Management targets in order to enable the British Council to meet its business targets and objectives.
Main accountabilities but not limited to the following :
Sales and Customer Management]
New registration and Re-registration of students for Teaching Centre sales
Provide face-to-face & online consultations to all customers in the centre by finding out their needs, issues and concerns and recommending a course that best suits themClose the sale, maximizing enrolment and protecting target achievementBe accountable for refund requests of sales made and minimize the refundsProactively present accurate and relevant Selling Points and Unique Selling Points on services offered by British Council JapanBe the Single Point of Contact for prospects, guiding them through the journey from first enquiry to final saleMaximize opportunities for cross selling and up sellingMaximise conversion rates of enquiries to sales figures by communicating features and benefits of BC offers, convincing and persuading prospects to enrolConduct phone-based surveys / follow up from time to time on why students did not register with us or return to usRegister / waitlist students in appropriate classes and details are entered on the British Council system accuratelyBe accountable for monthly sales targets by maximizing new and re-registrationCustomer ServiceDuties
Handle face-to-face & online (phone & email) enquires from customers meeting British Council standards in a warm, professional mannerBe the first point of contact at Front of House for refund request and resolve all complaints / feedbackEnsure that all records are updated and maintained accurately in a timely manner from time to timeDistribute promotion materials to customersSupport the students’ events and promotionsOther Customer Liaison and Follow Up
Revisit lapsed students via phone to reintroduce them to our products (warm calling)Conduct phone-based surveys from time to time on why students did not register with us or return to us.Follow up with existing students actively with all products of studentsHandle with students who are absent, level changes, concern about the study etc.Arrange and support meetings with teachers and translationEnsure that all existing customers are informed of re-registration periods in writing, telephone calls in a timely manner.Provide post-sales customer management support to all Teaching Centre students as required from time to time in a professional manner meeting Council KPIsProactively share feedback received from current customers with the academic team to improve customer satisfactionSupport Duties]
Product Knowledge
Acquire and maintain an excellent level of product knowledge at all timesLiaise and train via product owners will be a necessary part of this with a proactive approach required at all timesObserve classes and hands-on experience of the product is requiredOffer Knowledge
Acquire and maintain an excellent level of pricing, discounting and offer or package knowledge at all times in order to be able to counsel and guide students in their study pathwaysLiaise and train via sales and customer managers will be required—a proactive approach, including input and feedback from frontline customer experience is expectedSystems
Be proficient in using relevant systems, such as online booking system, OBS, CRM and TCMS to ensure the smooth operation of the Teaching Centre.General duties
Administrative duties in support of the Teaching Centre Business Support team’s operation, as designated by managers, attendance at regular professional development, training and skills programs as required, any other duties or project work as assigned by the line managerMonitor equipment and furniture in FOH area to ensure in good working order / condition and stationary stock check in all classroomEnsure that all databases and reports are updated and recorded in timely, accurate mannerProject Work
Participate in projects as agreed in the performance management and professional development
Other Responsibilities and Main Duties
As part of the wider Sales and Customer Services team serving both new and existing customers you will be required to support and assist your colleagues from time to time in tasks that ensure the smooth running of the Teaching Centre. This might include registering students, participation at Open Days, Parent Events, Seminars, Evening Receptions and Offsite Branch and Examination Promotions, for example.
Role specific knowledge and experience :
Essential
Experience of working in a customer service / sales environment (and / or in the same industry).Desirable
Working experience in language institution or education organization.