British Council - Customer Service Assistant

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.

Job aim		To assist in the delivery of high quality services to support customer service excellence, monitoring and evaluation and communication objectives cross cutting all British Council ….. activities, and to make a difference to public perceptions of the British Council and its programmes
Number of staff managed		Nil	As line manager	Nil	As countersignatory	Nil
Finances managed		Nil
State what percentage of the job is represented by each duty.
Duty and standards – measurable in terms of time, cost, quality or quantity.
1 Duty (30%)	As first point of contact, to provide services to customers who make contact with the British Council
Standards	· Use the E-Africa website as the single authoritative source of information for all enquiry handling · Front desk is always manned during operational hours · Visitors are attended to immediately and appropriately · Phone enquiries answered within 45 seconds of first ring · Respond to all email enquiries escalated from regional email centre as per agreed service level agreement · Provide support/assistance to the Registrar, Business Director and Exams Managers on all aspects of Customer Service
2 Duty (30%)	To proactively sell and cross-sell British Council products and services on a daily basis, advising customers appropriately and accurately and where required to support the delivery of the Professional Development Strategy
Standards	· As first point of contact with customers, to understand their needs by listening to and acting on feedback · To provide administrative support in the delivery of exams, training workshops, teaching centre classes, exhibitions and any other professional development services in line with Teaching Quality Standards (TQS) and Exams Quality Standards (EQS) · All service registration procedures (e.g. Teaching Centre, Exams, Certification and other programme registration) are fully understood and implemented to agreed standards through agreed tools · Information about the full range of British Council products and services is clearly and confidently articulated to customers, encouraging customer engagement and cross-selling · To regularly attend staff meetings to both gain and impart knowledge about our customers, products and services · There is evidence of regular communication and working with back-of-house teams
3 Duty (10%)	Where required, to collect payments from customers and reconcile revenue received for the sale of British Council products and services
Standard	· All revenue collected from customers is duly submitted to finance in accordance with corporate financial standards · All revenue is allocated appropriately as per corporate financial standards (FABS requirements) · Daily and monthly reconciliations are carried out following financial guidance for revenue handling · Approval limits are respected · Corporate finance guidance and regulations are met in full (100%)
4 Duty (5%)	To assist monitoring and evaluation by supporting the Scorecard Coordinator to collect, process and report on activity through Storyboard and Scorecard
Standards	· Quality data captured on a consistent basis and reported to Score Card Coordinator · Detailed product knowledge through interaction with product managers
5 Duty (5%)	To assist with data collection services through the management and maintenance of a data base containing up-to-date lists of all T1 and T2 (high ranking and senior level external contacts) under each target audience category, working through product managers
Standards	· Set up of simple to use appropriately formatted Outlook database · Monthly updates on contacts, new additions, deletions, contact record achieved through interaction with all product managers · Quarterly review of database contacts
6 Duty (up to 15% flexible)	Work Aside from Core Duties On agreement with your line manager, provide assistance to other people or teams in the office when they are facing peaks in workload and your own core workload does not consume your full working hours. This duty, however will include specific action to promote and support Equal Opprtunties and Diversity in the workplace This duty may be flexed in periods when workload is lower than typical – it may be 1% at a time (or even a year) when core work load is high.
Standards	· Compliance with DAF lavel 3 requirements · Be pro-active in offering help when you can see that you have capacity/free time. · Be certain you will not jeopardise core duties before offering/agreeing to help. (Communicate proactively as things change to avoid dropping any core duties) · Meet agreements made on tasks - positive feedback from functional lead on support provided
7 Duty (5%)	Professional development Agree own personal development plan with Line Manager and review it twice a year
Standard	· Minimum of 6 days development over a period of 12 months · As specified in job plan objectives

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.)

	Criteria: behavioural competencies (assign levels), skills, knowledge experience, and specialist qualifications.	Essential (E) or desirable (D).	Which duties does this criterion support?	Indicate which criteria will be used for recruitment and selection (aim for no more than six).	State how each criterion will be assessed for recruitment and selection purposes.
1	Achievement – Works to Goals – Level 2	E	1,2,3,4,5	All	Application, Evaluation
2	Customer Service Orientation – Adds Value to the customer experience – Level 2	E	1,2,4	“	Application, Interview, Evaluation
3	Professional Confidence – Acts Independently and Professionally – Level 1	E	1,2,6	“	Application, Interview, Evaluation
4	Teamworking – Works to team objectives and circumstances – Level 1	E	All	“	Interview, Evaluation
5	Flexibility – Applies Procedures flexibly and sensibly – Level 2	E	1,2,3	“	Application, Interview, Evaluation
	Knowledge and Qualifications
6	High level of written and spoken English	E	All		Spoken competency to be measured at interview Written competency: possible test

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 job may require working late hours, sometimes away from location

Authorisation

Line manager’s name
Post title	Registrar	Department/country	Tanzania
Signature		Date
Name
Signature		Date

(Quote Vacancy Title)
British Council
P.O. Box 9100
Samora Avenue / Ohio Street

Dar es Salaam
Tanzania
E-mail: info@britishcouncil.or.tz