Sales & CS Branch Coordinator

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people.

 

British Council is looking for Sales & Customer Services Branch Coordinator that will oversee the sales activity for our new branch City Gate and make sure the high quality, efficiency and integrated customer experience are met using the best practice and standards.

 

Description:

• Covering the front desk and back-office tasks
• Opportunity to work across units to improve customer service standard

• Support the Sales & Customer Services Manager to ensure the SCM team delivers an excellent customer experience to both new and existing customers.
• Handle all 1st and 2nd level complaints/feedbacks
• Be actively involved in ensuring effective implementation of Safeguarding Policy in the Teaching Centre
• Work closely with the Marketing Manager to ensure that the communication with customers reflects customer needs, is on brand and is managed effectively across all age groups
• To meet and exceed all sales (new and existing students) targets and KPIs as set out by the Teaching Centre.
• Be accountable for individual’s & team’s monthly/quarterly sales (new and existing students) targets.
• Provide consultation services to students or parents on British Council courses and be the Single Point of Contact (SPOC) for prospects, guiding them through the journey from first enquiry to final sale.
• Administer placement tests to both local and overseas students where necessary, to ensure a good fit of products and learning needs.
• In Salesforce CRM will monitor daily sales performance so that appropriate actions can be taken to meet or exceed sales (new and existing students) targets.
• To conduct phone-based surveys from time to time on why students did not register with us or return to us.
• Register/reserve/waitlist students in appropriate classes and details are entered in the system accurately.

 

Other Responsibilities and main duties

• The post holder will be required to work a five-day working week. He/she will be required to work on weekday evenings and on weekends on a regular basis depending on operational needs.
• Work effectively with diversity as an essential and integral part of daily work and consistently meet the British Council’s Equal Opportunities and Diversity policy and standards in carrying out all internal and external duties
• Manage information created and received in compliance with the British Council’s information management standards, policies, the UK Data Protection Principles and local legislation
• Demonstrate a commitment to reflective practice, professional and organisational development objectives, taking advantage of opportunities to enhance qualifications and or gain/share knowledge for line managees as well as for self. Make a positive contribution to team meetings and give suggestions to management for improving Sales/Customer Management practices and procedures based on customer feedback.
• To liaise with the building management of the Branch to ensure proper daily branch operations.

 

 Role specific skills

• Competent IT skills
• Excellent communication and customer relation skills
• Very good problem-solving skills

 

Requirements: 

• Excellent English (B2/C1) and Romanian (C2) (all four skills)
• Pre-existent right to work in the country in which the role is based

 

British Council Core Skills:

• Communicating and influencing (Level 3) (Relates communications to circumstances) Displays good listening, writing and speaking skills, setting out logical arguments clearly and adapting language and form of communication to meet the needs of different people/audiences.
• Planning and Organising (Level 3) (Develops annual plans) Develops and reviews the implementation of annual plans for a work group or function, taking account of business and customer requirements and reconciling competing demands.
• Finance and resource management (Level 3) (Uses financial systems and processes) Uses corporate financial systems and processes appropriately as part of the job and on behalf of a team.
• Analysing Data & Proble