{British Council Ghana,Accra,Full-Time, GH,N/A, N/A,30 Jul-2014};

Key facts about British Council Ghana:

•   British Council has operated in Ghana since 1943.  Our main office is situated in Accra with a small operation in Kumasi.
•   Over the 70 years, we have established a good reputation for educational services and cultural relations
•   Our relationship with government, corporate organisations and the academia is strong and we continue to take advantage of these partnerships to expand our reach and impact
•   We occupy a major place in the English language assessment market in Ghana and plan to expand this work even further
•   With one of the world’s largest extractive sectors and buoyant businesses, we have started taking advantage of the significant opportunities for partnership funding, especially in the area of skills for youth.  We will continue to explore these further
•   There are opportunities for English language and social enterprise work and we are exploring  the existing opportunities for the British Council to move into this space

Job Title: Customer Service, Marketing & Sales Advisor
Directorate or Region: SSA
Reports to: Customer Service, Marketing & Sales Manager
Pay Band: PB 4 x 3 posts available
Duration of job: 2 year fixed term

Purpose of job
To contribute to the achievement of the customer services team in line with country strategy supporting implementation of projects through:

a)    customer service excellence and monitoring and evaluation for various projects and programmes through physical and virtual support within British Council Ghana.
b)    marketing communication,
c)    events and facilities work

Accountabilities, responsibilities and main duties:

Enquiry Handling:

•   ensure a courteous and efficient first point of contact for external customers visiting Accra office/country with customer expectations exceeded
•   handle all online, telephone and face to face enquiries related to British Council activity in Ghana.
•   ensure successful registration of candidates wishing to enrol for UK examinations and English language training programmes
•   collect, analyse & report on feedback received from customers according to agreed standards
•   collect and ensure up to date knowledge of all British Council programmes

Managing Contact Channels:

•   basic enquiries comprehensively handled according to regional and country customer service standards
•   higher level enquiries effectively communicated to appropriate staff
•   customer enquiries effectively tracked for follow through to completion
•   work as a member of a team of Customer Service Advisors to ensure the front desk is covered during working hours
•   develop a proactive approach to customer relationships by liaising effectively and frequently with customers and by ensuring effective and timely provision of service
•   manage first level of complaints and be responsible for providing feedback within agreed timeframe
•   effective management of the British Council website and the social media pages according to agreed standards
•   positively engage with customers, provide a professional level of service and tackle challenges and negative feedback to the agreed standards
•   ensure customer feedback is discussed and escalated effectively

Reporting and Monitoring Evaluation

•   compile monthly statistics on customer flow on both walk-in, online and telephone customers and send report to the management team
•   ensure the customer service centre is functioning to the agreed service levels; making sure customers are served quickly for short enquiries, queues are managed and customers have a positive experience of British Council.
•   ensure feedback is solicited from customers
•   ensure all customer service points reflect brand and corporate values including intercultural and equal Opportunities & Diversity (EO&D) and child protection policies
•   key risks identified are escalated to line manager same day

Product assistant – Events, facilities hire and visits
To assist the coordination of all aspects of  British Council customer service excellence programme and any other related activities

•   deliver the scheduling and customer expectations whenever British Council facilities are hired of facilities hire
•   assist in developing point-of-sale material (online and hard copy) for all programme areas
•   support customer policy decision making (pricing, complaints handling, terms and conditions of use, agreement contents)
•   reputation of British Council brand is not compromised
•   ensure  positive feedback for all project evaluations and de-briefing
•   liaison with speakers, participants and visitors in events/projects in line with BC brand values
•   liaison with external suppliers regarding the procurement of goods and services for team project
•   available to carry out front-of-house duties at all BC managed events
•   provide logistical support to programmes and presentations for visiting BC staff and partners/stakeholders

Marketing Communications

•   assist the coordination and production of online and hard copy materials
•   communication schedules kept up to date, informative and accessible by wider team and feed into monthly e-zine or events pages on website
•   manage the marketing of British Council events through email invitations
•   to assist in the coordination and implementation of British Council generic events such as Customer Service week

Professional development

•   to agree own professional development plan with line manager and review it twice a year
•   minimum of 6 days personal development over a period of 12 months

Other administrative work: As required and delegated by the team members.

Key relationships:  
Internal:

•   Director British Council and Senior Management Team
•   Finance and resources team
•   Department heads and cross-departmental colleagues
•   Regional Head of Customer Services

External:

•   Existing and potential corporate clients
•   Corporate contact points
•   Marketing agencies
•   Students and parents

Other important features or requirements of the job

A willingness to develop and grow skills and experience through training, collaboration with colleagues and initiative. Ensure safeguarding and guidelines are applied and upheld in line with standards and policy for the following areas:

•   Child protection
•   Equal Opportunity and Diversity
•   Health and Safety
•   Information Knowledge Management

TOIL should be agreed with the line manager in advance to maintain an adequate work-life balance. The post-holder may be required to travel abroad on British Council business and should therefore hold valid travel documents. Some unsocial hours will be required to support with office events.

Please specify any passport/visa and/or nationality requirement:- Right to Work in Ghana
Please indicate if any security or legal checks are required for this role:- N/A

Person Specification

Essential
    
Behaviours     

Creating shared purpose ( more demanding)
Communicating an engaging picture of how we can work together
Connecting with others (essential)
Making regular opportunities to understand others better
Working together (more demanding)
Establishing a genuinely common goal with others
Being accountable (essential)
Delivering my best work in order to meet my commitments
Making it happen (essential)
Delivering clear results for the British Council
Shaping the future (essential)
Looking for ways in which we can do things better

Assessment stage

•   Interview against Creating shared purpose Working together being accountable, and connecting with others

Skills and Knowledge    

•   Good communication skills
•   Events management and projects organisation
•   Marketing and Customer Service – Level 2
•   Project and Contract Management – Level 1

Qualification Required & Experience

•   University Degree in relevant subject area

Experience    

•   3 years Customer Service minimum
•   2 years Marketing experience
•   Experience of basic financial administration
•   Experience of organising projects or events.

Location: Accra

How To Apply For The Job

All applicants must use the attached application form.

Click Here To Download Application Form

The completed application form must be forwarded to us through our email address as follows;

BCHR@gh.britishcouncil.org

Closing Date: 14 July, 2014

{British Council Ghana,Accra,Full-Time, GH,N/A, N/A,30 Jul-2014};

Key facts about British Council Ghana:

•   British Council has operated in Ghana since 1943.  Our main office is situated in Accra with a small operation in Kumasi.
•   Over the 70 years, we have established a good reputation for educational services and cultural relations
•   Our relationship with government, corporate organisations and the academia is strong and we continue to take advantage of these partnerships to expand our reach and impact
•   We occupy a major place in the English language assessment market in Ghana and plan to expand this work even further
•   With one of the world’s largest extractive sectors and buoyant businesses, we have started taking advantage of the significant opportunities for partnership funding, especially in the area of skills for youth.  We will continue to explore these further
•   There are opportunities for English language and social enterprise work and we are exploring  the existing opportunities for the British Council to move into this space

Job Title: Customer Service, Marketing and Sales Manager
Directorate or Region: SSA
Reports to: Head of Programmes
Pay Band: 6
Duration of job: 2 year fixed term

Purpose of job:

Lead on the smooth operational running and business development of the British Council Ghana’s Customer Care centre by ensuring

a)    customer service excellence in every area of work
b)    strategic development of the marketing and communications work to include our online and offline presence
c)    Increasing sales for British Council exams and other business areas.

Accountabilities, responsibilities and main duties:

Customer Service:

•   Taking the lead on developing excellent Customer Service provision to British Council customers
•   manage and monitor the Customer Service team to ensure high quality service provision and achievement of both financial and non-financial targets.
•   implement and monitor complaints and feedback systems, handled according to British Council standards
•   support our Exams business in relation to Customer Service tasks
•   ensure data and records are kept fully and accurately with appropriate analysis provided regularly to inform strategic decision-making
•   manage the provision of services to hire out the Facilities in Accra
•   manage the scheduling and customer operations of facilities hire

Marketing and Communications:

•   ensure effective marketing and communication strategies are in place and are implemented for the British Council Ghana
•   develop and monitor annual marketing campaigns
•   develop an integrated multi-channel marketing approach across media, print, online, face to face and social media channels to ensure consistent and coherent customer experience
•   manage externally contracted marketing suppliers
•   distribute and collect satisfaction surveys, carried out and recorded as per British Council standards
•   schedule and evaluate feedback through a variety of approaches (e.g. focus groups / questionnaires / drop out surveys)
•   ensure up-to-date generic marketing communications information is available on the whole of the British Council country offer and is  adapted for different purposes and audiences and is delivered through most appropriate channels
•   effective coordination of British Council regional intranet, Facebook, Twitter, blog and general enquiries mailbox
•   relationships developed and maintained with key local media
•   opportunities for high profile media engagement both locally and in the UK identified and realised
•   provide advice and support project teams to develop media plans for events, prepare high quality press releases and manage press relations at events
•   number of press mentions increased, tracked and communicated to staff

British Council Brand

•   All communications and publications both internal and external to conform to corporate branding and identity standards
•   colleagues informed of  branding standards and supported to conform to these in all areas of activity and premises
•   all procurement of design and media conform to corporate procurement standards
•   materials available and appropriately used to brand British Council events
•   all Marketing communications activity complies with Equal Opportunity and Diversity (EO&D) standards

Project delivery:

•   act as point of contact as required for managing client relations
•   provide support for corporate courses and contracts to a high standard and within deadline
•   make sure all the administrative jobs such as registration of customers and collection of feedback is done in time and accurately
•   ensure client relationships are managed effectively and appropriately

Performance Management:

•   line management of three Customer Service Advisors – including setting deliverables and regular meetings in line with corporate performance management guidelines
•   contribute to the training and development of staff

Audience data collection coordinator

•   effective coordination of British Council Ghana’s audience planning, monitoring and reporting at monthly reporting meetings and end of year assessments.
•   coordinate in staff training to complete quarterly returns

Other key responsibilities:

•   ensure that all British Council Ghana activities reflect essential child protection, equal opportunities and diversity issues
•   managing compliance and quality assurance issues in line with corporate standards and guidelines

Other administrative work: As required.

Key relationships:  
Internal:

•   Director British Council and Senior Management Team
•   Finance and resources team
•   Department heads and cross-departmental colleagues
•   Regional Customer Care Lead
•   Regional Marketing Communications Lead

External:

•   Existing and potential corporate clients
•   Corporate contact points
•   Marketing agencies
•   Students and parents

Other important features or requirements of the job
A willingness to develop and grow skills and experience through training, collaboration with colleagues and initiative. Ensure safeguarding and guidelines are applied and upheld in line with standards and policy for the following areas:

•   Child protection
•   Equal Opportunity and Diversity
•   Health and Safety
•   Information Knowledge Management
•   Environmental Framework

TOIL should be agreed with the line manager in advance to maintain an adequate work-life balance. The post-holder may be required to travel abroad on British Council business and should therefore hold valid travel documents.

Please specify any passport/visa and/or nationality requirement:- Right to live and work in Ghana
Please indicate if any security or legal checks are required for this role:- Standard self declaration stating no criminal convictions required for all in the employment of British Council Ghana

Person Specification

Essential
    
Behaviours    

•   Creating shared purpose – Essential
•   Connecting with others – Essential
•   Shaping the future – Essential
•   Working together – More Demanding
•   Making it happen – More Demanding
•   Being accountable – More Demanding
•   Shortlisting & Interview

Assessment stage

Required for the position but not used in recruitment process

Skills and Knowledge    

•   Computer Skills – Level 1
•   Marketing and Customer Service – Level 2
•   Project & contract management – Level 2
•   Communications – Level 1
•   Shortlisting & interview

Qualification Required & Experience

•   Degree in relevant discipline
•   Marketing Qualification
•   Project Management Qualification
•   Shortlisting

Experience    

•   At least 4 years experience designing and monitoring marketing campaigns
•   Customer Service experience of at least 5 years
•   Finance management
•   Shortlisting & interview

Location: Accra

How To Apply For The Job

All applicants must use the attached application form below.

Click Here To Download Application Form

The completed application form must be forwarded to us through our email address as follows;

BCHR@gh.britishcouncil.org

Closing Date: 14 July, 2014