British Council: Grad Customer Service Officers

British Council Recruits Customer Service Officers(Graduate Jobs)



The [COLOR=#009900 !important]British Council is looking for a suitably qualified and experienced individual to join the organization as
Customer Services Officer.

[COLOR=#009900 !important]Job Title[/COLOR]: Customer [COLOR=#009900 !important]Services[/COLOR] Officer
Location: Kano

Purpose of job:
To support the achievement of country plan objectives in Kano and all Nigeria by delivering customer services. To [COLOR=#009900 !important]maintain[/COLOR] them at the highest[COLOR=#009900 !important]professional[/COLOR] standards as set out in the British Council’s EQS (Examination Quality Standards) and by the IELTS Partners.

Context and environment:
Customers and enquirers engage with the British Council Nigeria for a number of purposes with the majority being for examinations. Nigeria is the largestBritish Council exams business in the Sub Saharan Africa region. It administers exams in four subject areas: Schools, Professional/Vocational,[COLOR=#009900 !important]and Educational[/COLOR] on behalf of UK institutions and IELTS. In 2011-12 we delivered roughly 65,000 exams to 25,000 [COLOR=#009900 !important]candidates[/COLOR]. The Nigeria team comprises 19 people and are based mainly in Lagos with four in Abuja, one in Kano and three in Port Harcourt.
The SSA region delivers exams in over 20 countries from its offices in 16 of these countries. In 2010, we delivered a quarter of a million exams to over 100,000 candidates. Growth in the region is robust, but our challenges are many. Nevertheless, Exams teams are making solid gains in our 4 strategic priority areas, namely: improving [COLOR=#009900 !important]business performance[/COLOR], improving quality, improving financial compliance and increasing impact.
The post holder will be part of the exams team who administer the growing Exams business in Kano ensuring quality and compliance as well as control of income and expenditure to deliver on target. This post will share front office duties with another member of the team while the remaining two cover the back office. It is anticipated that the split between front and back office will be 70/30 roughly.

Accountabilities and responsibilities:
(including people management and finance)

• As Customer Services Officer the post holder will be line managed by the Deputy Country Exams Manager based in Lagos.
• Reliability: to ensure examinations are delivered securely according to board requirements
• Quality: to deliver a high standard of customer service to our customers, schools and exams candidates. Performance is measured by our own Exams Quality Standards and the inspection visits from Cambridge International Exams.
• Finance: all British Council standards for [COLOR=#009900 !important]managing[/COLOR] finances are met with relation to managing Purchase Orders, reconciling income, managing contracts and procurement.

How To Apply
Please read through the Kano Customer Services Officer role profile. Download and complete theBritish Council external application form. To help you understand and complete the application form, read through the ‘How to complete the application’ document on the jobs page. Listed within the role profile document, you will find a number of listed ‘behaviours’ and ‘skills and knowledge’. Evidence against those criteria will need to be provided in your role application form. To help you understand those criteria, we have provided a ‘behaviours’ and ‘generic skills’ dictionary [COLOR=#009900 !important]at the top[/COLOR] of the jobs page.
Completed application forms should be sent to [email protected]. Please ensure the subject of your mail is “Kano Customer Services Officer”.

Application Deadline Date
Closes by Tuesday 28th May, 2013.

Only applications received on the British Council application form will be considered and only short-listed candidates will be contacted.

The British Council is committed to a policy of Equal Opportunity and Diversity and welcomes applicants from all sections of the community. We guarantee an interview to disabled candidates who meet the essential criteria.[/COLOR]