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

British Council - Admin Assistant Vacancy

Job description

Guidance on completing job descriptions can be found on the HR intranet site at http://bcnet.britishcouncil.org:8000/hr/pmpd/example.htm

Job aim		To provide support across the directorate, especially the admin section and teaching centre, to ensure smooth running of British Council activities.
Number of staff managed		0	As line manager	0	As countersignatory
Finances managed		0
Duty and standards – measurable in terms of time, cost, quality or quantity.
1 Duty (15 %)	To be responsible for opening and closing doors on rotation with other administration posts.
Standards	Key policy is adhered to Doors are opened and closed on time everyday Alarm is activated correctly and any problems reported to Admin/IT manager A/Cs and computers are switched on well in advance before each class and switched off after each one Rooms are locked when no longer needed.
2 Duty (30 %)	Manage learning centre resources in 2 main store rooms & check learning centre resources in MMC and Classrooms, and ensure all is in working order
Standards	All resources are available to teachers when needed Robust signing in/out system of resources maintained Stock is up to date and ordering is done to ensure that stock is always complete before start of and during term Stock taking of coursebooks to be done in week 4 of term calendar A/C’s, projectors, overheads all in working order at the beginning of each day and before classes begin Troubleshoot malfunctioning equipment Any problems regarding resources is immediately reported to E&E Project Delivery Manager and/or Academic Manager and then communicated to all teachers and learning centre administration staff Support given to teachers if and when needed to trouble shoot technical problems All classrooms are clean and set up before each class as planned
4 Duty (35 %)	To provide support for language centre staff
Standards	Photocopying done as needed and agreed deadlines met Student certificates printed and given to teachers in week 8 of term calendar Placement test materials prepared in advance of testing dates. Administer placement tests as agreed with senior teacher in complience with global standards Assistance given to teachers in processing their visas and permits applications as agreed with Administration Manager and Academic Manager Follow up tax exemptions for TC suppliers with administration department and report feedback to E&E Project Delivery Manager
5 Duty (10 %)	To ensure that all marketing and promotion material is available to prospective students and customers and are in line with EOD standards
	OSS leaflet display is always full with the most up to date leaflets All printing of leaflets is done well in advance so that there is always enough in store
6 Duty (5 %)	Actively participate as member of British Council team and take specific action to promote and support Equal Opprtunties and Diversity in the workplace. Cover for driver when necessary provided licensed driver
Standards	Attend all staff meetings Assist other colleagues in preparing for British Council events on and off site Compliance with DAF level 3 requirements Due care taken of BC vehicles. Vehicle logs maintained accurately. Traffic regulations observed.
7 Duty (5 %)	Professional development Agree own personal development plan with Line Manager and review it twice a year
Standards	Minimum of 6 days development over a period of 12 months As specified in job plan objectives

Person specification

Managers should select competencies from the Organisational Skills Profile and should use no more than 8 for recruitment and selection purposes.

	Criteria: behavioural competencies (assign levels), skills, knowledge experience, and specialist qualifications.	Essential (E) or desirable (D).	All criteria will be used for performance management purposes. Indicate here (Y or N) if a criterion is to be used for recruitment and selection.	If a criterion is to be used for selection, please state here how it will be measured (e.g. application form, interview, performance evaluation
	Behaviours
1	Customer sevices orientation 1	E	Y	Application form/interview
2	Team working 1	E	Y	Application form/interview
3	Achievement 1	E	Y	Application form/interview
4	Flexibility 1	E	Y	Application form/interview
	Generic Skills
5	Marketing and customer service (responding to customer needs level 1)
6	Communication skills (reading and writign skills level 1, Speaking and listening skills level 1)
	Job Families: technical skills, knowledge and experience
7	Good level of spoken English	E	Y	Application form/interview
8	Driving license	D	N

Any special requirements of the job, including any legal requirements e.g. restrictions on employment, occasional unsocial hours, flexible working, passport status.

Shift work to accommodate opening/closing times of Teaching Centre, some weeked work required

Authorisation

Line manager’s name	Nora Ishengoma
Post title	Registrar	Department/country	BC 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

DFID Human Resources and Office Support Vacancy

DFID TANZANIA VACANCY: HR AND OFFICE SUPPORT ASSISTANT

The Department for International Development (DFID) leads the UK Government’s fight against global poverty. DFID works in partnership with national governments, other development partners, civil society and the private sector to achieve the UN Millennium Development Goals.

Tanzania is one of DFID’s largest country programmes in Africa, with an annual aid framework of £150m per annum. A significant percentage of the DFID Tanzania programme is provided as General Budget Support (GBS) to assist the Government in implementation of its National Strategy for Growth and the Reduction of Poverty (more popularly known as the MKUKUTA). This assistance is complemented by programmes to increase wealth creation, improve the provision of basic services, and build a more accountable democratic state.

DFID Tanzania has a vacancy for an enthusiastic and highly motivated individual to work as an integral member of our Corporate Services Team. This is a great opportunity to work in an exciting, fast-paced and changing environment where continued process improvement and outstanding service delivery are key.

We are seeking a flexible, self-motivated individual with drive, customer focus, integrity and exceptional attention to detail coupled with an aptitude for technology.

Job Title	Human Resources and Office Support Assistant
Grade	C1
Team	DFID Tanzania - Corporate Services Team
Reports to
B1 HR Manager with some supervision from the B1 Estates and Office Manager
Responsibilities
Administer employee compensation, benefits and welfare programmes Assist with recruitment and induction of new staff Process work permits, security and medical clearance for new staff Maintain databases , electronic and paper files for the Corporate Services Team Process HR and Office Services payments Assist with the clearing and forwarding of freight Coordinate logistics for training and other office wide events Provide basic IT and office services support Purchase IT or office equipment as required, clearing such purchases with the Procurement Officer Input to wider corporate returns Provide cover for the Receptionist during leave periods Other general administrative duties as required
Skills and Qualifications
Necessary Excellent planning and organisation skills Excellent communication skills Good teamworking skills Basic understanding of HR and Administrative policy and regulations Excellent IT skills Desirable Ability to analyse and interpret complex information Good change management skills Background in Human Resources
Line Management
No Line Management responsibilities

Compensation package

A competitive salary with annual progression plus benefits will be offered for this post. This post is based in Dar es Salaam, Tanzania. Appointment will be under local terms and conditions and is subject to medical and security clearance.

How to apply

If you believe you are the right candidate for this position, please submit your application with a detailed CV, photocopies of academic certificates and testimonials, names of three referees with their contacts. To be considered, your application must be sent to the address below, so as to reach us by 15.30 hrs on Friday, 08 April 2011:

Ref: DFID HR and Office Support Assistant

Attn: Human Resources Manager

DFID Tanzania

P.O. Box 9200
5^th Floor, Umoja House
Garden Ave / Mirambo St

Dar es Salaam
Tanzania

E-mail: Tanzania-recruitment@dfid.gov.uk

If you are applying for any other vacancy advertised by DFID, the British Council, or British High Commission, please state this in your application as we will be holding joint interviews for some of the posts.

Equal Opportunities

DFID is an Equal Opportunities Employer. Applications are welcomed from all parts of the community, and we actively encourage interest from women, ethnic minority groups and those with disabilities. Selection is on merit.

DFID operates a Guaranteed Interview Scheme (GIS). This means that any candidate with a disability who satisfies the minimum essential criteria for an advertised vacancy is guaranteed an interview. Please say in your application if you wish to apply under the GIS.

Interview and start date
Short-listed candidates for this vacancy will be required to attend an interview and complete a series of written tests. The interviews for the HR and Office Support Assistant post have been provisionally scheduled to take place on Thursday, 21 April 2011. The planned start date for this position is 01 June 2011.