Customer Service Team Leader
The British Council has had a presence in Nepal since 1959. The British Council office in Nepal has been active in improving the teaching and learning of English, education sector projects and partnership programs, education promotion, UK examination and policy dialogue activities. British Council has also delivered range of Skills programmes in South Asia.
Details / requirements:
Customer Service Team Leader- Nepal [Number of posts-1]
Pay Band: Locally appointed Grade H ,Contract: Indefinite
British Council Nepal is looking for a Customer Service Team Leader to lead the Customer Service team in providing an engaging and friendly customer experience to our internal and external customers. The post holder needs to ensure the team operates within defined procedures and quality standards as per British Council procedures and Customer Management framework.
The role involves leading Customer Service contribution to business targets. A key success factor will be improved customer experiences achieved through the successful implementation of improvement projects, systems and process changes. The post also involves gathering, analyzing and reporting core Key Performance Indicators. The postholder will act as the Complaints manager for the centre.
CONTEXT AND ENVIRONMENT
The Nepal Operation
The British Council has been working in Nepal since 1959. The main activities are Examinations, Grant-funded (GPF) and Full Cost Recovery (FCR) project management for development services. The GPF programme comprises teacher education (Connecting Classrooms), school leadership and links with UK schools (Connecting Classrooms), empowerment projects for women and girls (EDGE) and Arts. The flagship FCR project is the 4 year EU funded TVET-PP project. British Council Nepal has a number of key partnerships with local and international organisations including, EU, VSO, GAN and several Ministry of Education line agencies.
Nepal Examinations Services portfolio includes IELTS, Cambridge GCE (AS & A level), professional qualifications (e.g. ACCA) and a small number of university exams. Demand for IELTS is high and has seen significant growth in the last three years.
Main opportunities/challenges/ requirements for this role:
- Service runs to satisfaction of customers and stakeholders
- Achieve Customer Service excellence via response/resolution of enquiries in all channels
- Managing complaints as per agreed policy and processes
- Adherence to all relevant internal systems, processes and procedures
- Ensure knowledge flow related to product and process change
- Process efficiency & sales orientation Identify and act on opportunities to enhance the customer experience
If you are interested to apply, for further information please see the link below:
Closing date: UK time: 23:59, 3 December 2018
The British Council is committed to a policy of equal opportunity. British Council is committed to safeguarding and promoting the welfare of children and young people and expects all of its partners to share this commitment. In line with the British Council’s Child Protection policy, any appointment is contingent on thorough checks. In the UK, and in other countries where appropriate systems exist, these include criminal records checks.
Overview
| Category | Customer Service |
| Openings | 1 |
| Experience | Please check vacancy details. |
| Education | Please check vacancy details |
| Posted Date | 20 Nov, 2018 |
| Apply Before | 03 Dec, 2018 |
| City | Kathmandu |