Region
Middle East North Africa (MENA)
Country
Egypt
Location
Alexandria
Department
English & Exams
Job Category
Customer Services
Pay Band
Locally appointed Grade J
Vacancy Description
Job Title: Customer Service Assistant Department: English and Exams Location: Alexandria- Egypt Contract Duration: 1-year fixed term contract - renewable option Grade: J Number of Positions: 2 Salary: 3856.66 EGP/month Closing date: 02 June 2018
About Us:
The British Council is the UK’s international organisation for cultural relations and educational
opportunities. We create friendly knowledge and understanding between the people of the UK
and other countries. We do this by making a positive contribution to the UK and the countries
we work with – changing lives by creating opportunities, building connections and engendering trust.
English & Exams:
Through our English and Exams work we aim to achieve more widespread and better-quality
teaching and learning of English worldwide and offer access to professional qualifications.
Working with policymakers, government ministers, teachers and learners across the world
we help millions of people to access English by supporting the teaching and learning of English
in public education systems, and through self-access materials and courses. We teach learners
and teachers of English face-to-face in dedicated teaching centres and online through
a range of courses. Every year three million people take international exams with help from
the British Council, gaining qualifications that can open doors at leading academic institutions
and improve employment prospects.
The British Council is the UK’s international organisation for cultural relations and educational
opportunities. We create friendly knowledge and understanding between the people of the UK
and other countries. We do this by making a positive contribution to the UK and the countries
we work with – changing lives by creating opportunities, building connections and engendering trust.
English & Exams:
Through our English and Exams work we aim to achieve more widespread and better-quality
teaching and learning of English worldwide and offer access to professional qualifications.
Working with policymakers, government ministers, teachers and learners across the world
we help millions of people to access English by supporting the teaching and learning of English
in public education systems, and through self-access materials and courses. We teach learners
and teachers of English face-to-face in dedicated teaching centres and online through
a range of courses. Every year three million people take international exams with help from
the British Council, gaining qualifications that can open doors at leading academic institutions
and improve employment prospects.
Context and environment: (e.g. dept description, region description, organogram):
Customer Services
The customer services team consists of:
Customer Services
The customer services team consists of:
Head of Customer Services & Registration, one Customer Services & Registration Manager,
one Finance & Administration Manager, four Customer Service Officers, fifteen Customer
Service Assistants, and five Call Centre agents who are responsible to provide on daily basis
first line support to the British Council customers. As the first point of contact for our customers
(face-to-face, telephone or email) the team plays a vital role in maintaining customer relations
and promoting the British Council’s activities and products. The Customer Services Assistant
is mainly the first point of contact for our customers who walk in and/or email with requests
and is responsible to attend to these enquiries and /or requests.
one Finance & Administration Manager, four Customer Service Officers, fifteen Customer
Service Assistants, and five Call Centre agents who are responsible to provide on daily basis
first line support to the British Council customers. As the first point of contact for our customers
(face-to-face, telephone or email) the team plays a vital role in maintaining customer relations
and promoting the British Council’s activities and products. The Customer Services Assistant
is mainly the first point of contact for our customers who walk in and/or email with requests
and is responsible to attend to these enquiries and /or requests.
Accountabilities, responsibilities and main duties:
1. Customer Service Delivery· To assist with the delivery of an integrated service to
corporate standards which meets the needs of internal and external customers to enable
all departments to meet their agreed targets· Assisting in answering all types of first level
enquiries relating to British Council activities in country.· Assisting with dealing with
second level (specific) enquiries or referring them to the appropriate person withinthe
office who can deal with them.
corporate standards which meets the needs of internal and external customers to enable
all departments to meet their agreed targets· Assisting in answering all types of first level
enquiries relating to British Council activities in country.· Assisting with dealing with
second level (specific) enquiries or referring them to the appropriate person withinthe
office who can deal with them.
2. Registration & Finance· To register customers and to collect income received and
transfer it accurately.· Use relevant systems to maintain records on the system & complete
daily reconciliations.
transfer it accurately.· Use relevant systems to maintain records on the system & complete
daily reconciliations.
3. Back Office support
To carry out a range of back office tasks including post registration services,
Campus/finance related tasks, supporting corporate client registration, data handling,
support for delivery of events and maintenance for contacts and Call Centre platform.
To assist with the day to day back office administration of the Teaching Centre and Exams
departments as needed, coordinated by the Customer Services Manager and Officers
including but not limited to:· Deliver accurate and friendly registration services to Teaching
Centre students and Examinations candidates to meet customer needs and to enable
targets to be met· Handling Exams and Teaching Centre back office tasks within
the Service Levels Agreements agreed and according to Quality Standards and guidelines
· Attending to verification and stamping requests· Inputting customer data on CAMPUS·
Contacting Teaching Centre and Exams customers to notify them of term/registration/exam
date/venues, drop out surveys, wait listed students· Inputting data into Exams MIS sheets
, ESOLCOMMS, Edexcel online registration.· Attending to signage, Front Line news,
Call Centre platform and alike in a timely manner· Requests for transfers and refunds are
processed according to Teaching Centre & Examinations policy· Corporate clients are
preregistered and registered according to Teaching Centre policy· Call Centre and Contacts
database are maintained accurate and up-to-date· Ensure all materials and displays are
always up to date and shelves are
accurate appropriately classified, labelled, displayed and sign-posted in the Reception
area.· Comply with HR policies and practices including all the aspects of performance
management, employment policies, recruitment practices which meet the corporate
standards, Child protection & Equal Opportunity & Diversity policy
CSA Role Profile.pdf
BC Core Skills.pdf
B C Behaviours.pdf
Campus/finance related tasks, supporting corporate client registration, data handling,
support for delivery of events and maintenance for contacts and Call Centre platform.
To assist with the day to day back office administration of the Teaching Centre and Exams
departments as needed, coordinated by the Customer Services Manager and Officers
including but not limited to:· Deliver accurate and friendly registration services to Teaching
Centre students and Examinations candidates to meet customer needs and to enable
targets to be met· Handling Exams and Teaching Centre back office tasks within
the Service Levels Agreements agreed and according to Quality Standards and guidelines
· Attending to verification and stamping requests· Inputting customer data on CAMPUS·
Contacting Teaching Centre and Exams customers to notify them of term/registration/exam
date/venues, drop out surveys, wait listed students· Inputting data into Exams MIS sheets
, ESOLCOMMS, Edexcel online registration.· Attending to signage, Front Line news,
Call Centre platform and alike in a timely manner· Requests for transfers and refunds are
processed according to Teaching Centre & Examinations policy· Corporate clients are
preregistered and registered according to Teaching Centre policy· Call Centre and Contacts
database are maintained accurate and up-to-date· Ensure all materials and displays are
always up to date and shelves are
accurate appropriately classified, labelled, displayed and sign-posted in the Reception
area.· Comply with HR policies and practices including all the aspects of performance
management, employment policies, recruitment practices which meet the corporate
standards, Child protection & Equal Opportunity & Diversity policy
CSA Role Profile.pdf
BC Core Skills.pdf
B C Behaviours.pdf
Equality Statement:
Valuing diversity is essential to the British Council’s work. We aim to abide by and promote
equality legislation by following both the letter and the spirit of it to try and avoid unjustified
discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion
and human rights. All staff worldwide are required to ensure their behaviour is consistent
with our policies.
Child Protection:
The British Council is a full member of Keeping Children Safe (KCS) and has achieved
level 1 child safe certification. We believe that all children have the right to be protected
from all forms of abuse as set out in article 19, UNCRC, 1989 and that every child matters
- everywhere in the world. In line with the British Council's Child Protection policy,
any appointment is contingent on thorough checks including criminal record checks,
in line with legal requirements.
Valuing diversity is essential to the British Council’s work. We aim to abide by and promote
equality legislation by following both the letter and the spirit of it to try and avoid unjustified
discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion
and human rights. All staff worldwide are required to ensure their behaviour is consistent
with our policies.
Child Protection:
The British Council is a full member of Keeping Children Safe (KCS) and has achieved
level 1 child safe certification. We believe that all children have the right to be protected
from all forms of abuse as set out in article 19, UNCRC, 1989 and that every child matters
- everywhere in the world. In line with the British Council's Child Protection policy,
any appointment is contingent on thorough checks including criminal record checks,
in line with legal requirements.
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