Customer Service and Sales Manager - British Council

To lead the customer management and sales function in the delivery of Exams sales targets and KPIs. Furthermore, to motivate and foster a good team spirit that enables high quality, efficient and positive experience for customers, clients, and stakeholders as per the agreed Service Level Agreement.

Main accountabilities but not limited to the following:

• Build, lead, and motivate the Sales and Customer Management team to achieve and exceed new sales and conversion KPIs.
• Run the day-to-day operation of British Council Customer Services in accordance with corporate standards and policies.
• Map the Customer Journey, measuring the customer experience regularly to make improvements.
• Work closely with Marketing on lead generation strategies.
• Facilitate a monthly session that analyses NPS trends and reasons impacting performance.
• Monitor test day experiences on a quarterly basis and use observations for continuous service improvement.
• Recruit and line manage members of the Customer Service Team as per British Council guidelines and standards.

Role-specific knowledge and experience:

• Ability to lead a sales team.
• Dedication to providing great customer service
• Excellent written and verbal communication skills

Minimum requirements:

• University Degree or degree-level (level 5 or above) qualification, and/or equivalent professional experience
• At least three years of experience in planning and implementing sales strategies, customer relationship management, and managing and directing a sales team.

Desirable:

• Customer Service Professional Qualification
• Marketing Qualification
• Knowledge of SAP, CRM