Role Profile
Customer Service Assistant
Customer Management
Role information
Role type Pay band Reports to
A3: business delivery Grade 2 / J Customer Service
Coordinator,
Uzbekistan
Role purpose (max 450 words in total, 10 bullet points)
The post holder will provide professional integrated customer service support to our
programmes and business support services by providing timely and accurate information
helping people we work with and empowering them to achieve their goals and ambitions.
This role will be expected to be pro-active, and customer orientated with excellent
communication skills.
Customer Experience Consultant creates and maintains a professional image of the
British Council by providing an excellent customer experience.
Role context (max 450 words in total, 10 bullet points)
This post sits within Uzbekistan Customer Experience Team and is directly line managed
by Uzbekistan Customer Experience Coordinator/Manager.
Main accountabilities (max 450 words in total, 10 bullet points)
The main purpose of this role is to enable smooth running of Customer Services in
Uzbekistan.
Specific responsibilities and duties include but are not limited to:
Customer Services
▪ Provide excellent customer experience to all British Council customers and partners
by maintaining the Customer Services standards in line with the Global policies.
▪ Handle customers’ enquiries (e-mail, phone, face to face, social media and any
other) and complaints effectively meeting or exceeding customer expectations and
in line with British Council policies.
▪ Responsible for quality of responses given to customers.
▪ Ensure all enquiries by channels are recorded on timely basis and accurately (using
relevant system).
[Link] (V1.9)
▪ Inform customers about available products and options that British Council
provides.
▪ Collect and own customer feedback and provide customer insight to improve our
customers’ experience. Make clear notes on what is needed to be further improved,
channelling improvements proposals to relevant staff members and ensure
improvements are considered and proper actions undertaken, the respond to
customers given on time and in accordance to set standards.
▪ Maintain documentation relevant to the customer services function so that this is up
to date, appropriate and readily available to customers and stakeholders.
▪ Regular communication with other members of the Customer Experience Team to
ensure that feedback from customers is taken into consideration for further action.
▪ Communication with other teams to ensure in depth-knowledge of the services,
products, programmes and events available in order to provide relevant information
to the customers on products and options, including support to the pre-test
processes and post-test enquiries.
▪ Take responsibility for onboarding of the new or ad-hoc contracted customer
experience team members.
▪ Regularly check and monitor the online resources. Regular communication with the
marketing team to ensure that feedback from customers is taken into consideration
when creating customer friendly web content.
Examinations
▪ Deliver registrations for Exams on a continuous basis and proactively cross-sell all
relevant British Council services which customers may be interested in.
▪ Assist and support in all relevant pre-exam and post-exam enquiries (including
handling relevant documents to customers)
▪ Ensure confidentiality and safety of documents and transactions
▪ Conduct phone-based surveys from time to time on why customers did not register
with us or return to us
▪ Follow up with customers who registered but haven’t paid for Exam
Training and Development
▪ Personal development plans support performance and job satisfaction
▪ Learning and development plans to be agreed with the Line Manager
▪ All mandatory trainings are passed on time and refreshed as required
▪ Attendance at regular professional development, training and skills programs as
required
▪ Full engagement with the performance management program
Perform other front-line, financial and/or administrative support work as required. Duties
include but are not limited to the following:
▪ Conduct telephone-based surveys or gather other customer data.
▪ Carry out routine financial transaction processing as required
▪ Work in close co-operation with the main stakeholders
▪ Administrative duties in support of the team’s operation, as designated by
Managers
As part of the wider Sales and Customer Management Team serving both new and existing
customers you will be required to support and assist your colleagues from time to time in
tasks that ensure the smooth running of the operation. These may include participation at
different Marketing Events (online and offline), Open Days, Seminars, Fairs, Examination’s
promotions, etc.
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Person specification
British Council core competencies (sometimes referred to as Core Skills)
Communicates clearly and effectively (Level 1) - Communicates clearly and effectively
Listens to others and expresses self clearly, with grammatical accuracy and awareness of a
diverse audience in speaking and writing.
Planning and Organising (Level 1) - Is methodical
Able to plan own work over short timescales for routine or familiar tasks and processes.
Analysing data and problems (Level 1) - Is systematic
Breaks down problems into a list of tasks to be done and decides on appropriate action.
Managing finance and resources (Level 1) - Uses resources efficiently
Uses resources efficiently in own role and complies with financial rules and procedures.
Using technology (Level 1) - Operates as a basic user of information systems, digital and
office technology
Able to use office software and British Council systems to do the job and manage documents or
processes.
Developing business (Level 1) - Reviews data
Applies a range of standard analytical techniques to support business development – e.g. pricing
tools, revenue tracking, monitoring sales prospects, audience figures or profit margin
Role specific skills
Accuracy/ attention to detail
Computing skills (MS office, Excel)
Role specific knowledge and experience (max 450 words in total, 10 bullet points)
Minimum/essential
Experience of working in a team and effective communication with others
Desirable
Working with customers via phone, face-to face, email, social media
Experience in using CRM systems
Understanding potential markets/customers
Language Requirements
Unless there are specific language requirements, the following default text will
automatically be pre-populated in JPB unless changed or added to.
“The British Council systems and global processes operate in English. Written and
verbal proficiency in English is required”
English at a minimum of B2 level
[Link]
Fluent in local languages
Education
University degree or similar working experience
Professional Qualification and Certification
Additional job requirements (max 450 words in total, 10 bullet points)
The text below is standard and will appear unless changed or added to.
Proof of Identity requirements/right to work in country
Candidates are expected to have researched whether they have the right to live and work
in the country in which the role is based. Given that our offices have different legal status
depending on the work we do in those countries, we recommend that you contact HR in
country for additional information on the likelihood of securing a visa. Only at its discretion
will the British Council provide support so please check first whether visa support is
offered.
Background Checks
Initial and continuing employment with the British Council is subject to an annual
background check. The job undertaken defines the nature of check(s) and assessment
applied.
British Council values and behaviours
The text below is standard and will appear unless changed or added to.
British council values and behaviours are applicable across our organisation, in all
roles and at all levels. They are important because they say what we stand for at
the British Council and help us to deliver our strategy. We use them to guide our
decision making, as well as guiding how we treat one another and the people we
work with. These will be assessed in the selection process. Our values are:
Open and Committed; Expert and Inclusive; Optimistic and Bold.
The behaviours for each values pair can be found on our Intranet SharePoint site
for internal staff and at our Careers portal for external applicants.
For Recruiter / Hiring Manager use only
Proof of Identity requirements/right to work in country Shortlisting
Candidates are expected to have researched whether they have the
right to live and work in the country in which the role is based. Given
[Link]
that our offices have different legal status depending on the work we do
in those countries, we recommend that you contact HR in country for
additional information on the likelihood of securing a visa. Only at its
discretion will the British Council provide support so please check first
whether visa support is offered.
Background Checks Offer
Initial and continuing employment with the British Council is subject to
an annual background check. The job undertaken defines the nature of
check(s) and assessment applied, please identify the one screening
category considered relevant for this job:
(Further guidance here on the intranet)
Senior Manager (PB9/SMP and all head of function/business area, No
Director or Country Director jobs at PB7/8).
Enhanced (Finance people directly managing expenditure or revenue No
of or more than £1 million e.g. payroll, procurement,
accountancy/controller).
Enhanced Plus (The job is considered regulated if the role holder has No
frequent (minimum of once a week) or intensive (more than 4 days in
one month) occurs in a place giving access to children (e.g. School) or
is the line manager of others undertaking regulated activity)
Standard Screening (If none of the above categories apply then the Yes
role is subject to standard screening)
Role Profile completed by Date
Name: Jelena Mrvelj February 2023
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