Customer Services Officer

Accountabilities, responsibilities and main duties: 

Enquiry handling

• Answer first level enquiries received in person, by mail, email or telephone on relevant aspects of the UK and the British Council’s activities in a friendly and professional manner, invoking the principles of TIE in line with Customer Service standards.
• Build rapport with the prospect in order to find out the objectives, needs and requirements of the customer, and take their interest forward.
• Is able to give accurate information on all services offered by the British Council, and to give customers the correct brochures, application and registration forms.
• All feedback and customer comments are passed on to the Customer Service Manager or Assistant Manager in charge of the day within one working day and recorded in writing

Registration 

• Is able to register/reserve/waitlist students in appropriate classes and details are entered on Campus accurately, in a professional and friendly manner.
• Registers Exams candidates in a professional and friendly manner.
• Registers new Library members in a professional and friendly manner.
• Cross-sell relevant British Council services and products where appropriate
• Work extra hours during registration period.

Standards for collection and handling of income

• Handles cash desk in Campus and handle cash received from course/ placement test/ examination registrations/ library membership and other products/services.
• Issues receipt for every income received. 
• Is able to close cash desk which is balanced with actual received income accurately.  
• Provides balanced cash desk closing with received income in cash box (Cash/Card/Cheque/DBT) and daily revenue transferred sheet to the duty manager by the end of day.
• Provides a memo or report required when unbalanced income clearing happens.
• Assist duty manager to reconcile income and bank it.

Accurate databases /records, and projects

• All databases and records, and information files (eg Fast Track) are kept up-to-date in line with requirements outlined by CSM.
• Make sure that information brochures/ leaflets are available on all information at all the time for customers.
• Responsible for updating fast-track/  web/ design posters.  
• Specific projects and responsibilities given to each member of staff (eg product leadership or information management) are carried out in line with objectives.
• As duty officer - on morning shift – make sure that all the equipment is in order to carry out daily duties. On late shift - make sure that all the equipment is switched off.  

Qualifications needed:

• GCE O level or equivalent (essential)
• GCE A level or equivalent (desirable)
• ICS awards (desirable)

British Council Behaviours needed: (Refer to the British Council Behaviours document)

• Working together (level - essential)
• Connecting with others (level - essential) 
• Making it happen (level - essential)

Generic skills needed: (Refer to the Generic Skills document)

• Communication skills (level 1)
• Marketing & Customer Services (level 1)

Application form and descriptions of the British Council behaviours and the skills needed for the above post can be downloaded from the documents section below. The completed application form should be e-mailed to us at vacancies.lk@britishcouncil.org  no later than Sunday 13 July 2014. Please indicate 'Customer Services Officer’ in the subject line.

Only the British Council application forms are accepted and CV's won't be considered for shortlisting. Further clarification regarding experience and skills needed for the job can be obtained from our Human Resources Unit on (011)4521521/(011)7521521.

Short-listed candidates will be contacted and we thank all prospective applicants for their interest in this organisation. 

The British Council is committed to a policy of equal opportunity and child protection. We welcome applicants from all sections of the community. We work to ensure that people are not unjustifiably discriminated against on the basis of age, disability, ethnicity, gender, religion or belief, sexual orientation or any other irrelevant grounds.