Latest Job Vacancy At British Council

The British Council has a new job vacancy for a Customer Service and Sales Manager. This role’s aim is to lead the customer management and sales functions in meeting exam sales targets and KPIs. Furthermore, to stimulate and cultivate a healthy team spirit in order to provide a high-quality, efficient, and positive experience for customers, clients, and stakeholders in accordance with the agreed-upon service level agreement.

Main Accountabilities:

Lead the Sales function

  • Build, lead and motivate the Sales and Customer Management team to achieve and exceed new sales and conversion KPIs.
  • Work closely with Exams and Marketing teams to develop and execute sales strategies, plans and processes in line with the country and regional plans and targets. 

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Customer Service Management

  • 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.

Marketing

  • Work closely with Marketing on lead generation strategies
  • Work with local, cluster and regional marketing and communications teams to plan and execute proactive communications that support business continuity plans

Exams

  • 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

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Line Management

  • Recruit and line manage members of the Customer Service Team as per British Council guidelines and standards.
  • Ensure performance objectives, performance reviews and year-end evaluations are completed on time, line manages are supported and feedback provided to them on a regular basis.

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Job Requirements:

  • University Degree or degree-level (level 5 or above) qualification, and/or equivalent professional experience
  • At least three years’ experience in planning and implementing sales strategies, customer relationship management and managing and directing a sales team.
  • Ability to lead a customer service and sales team.
  • Dedication to providing great customer service
  • Excellent written and verbal communication skills
  • Data analysis and reporting

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Desirable Skills:

  • Customer Service Professional Qualification
  • Marketing Qualification
  • Knowledge of SAP, CRM
  • Contact Centre Management experience
  • Experience of using new technologies for service delivery

Remuneration: GHS 8,319.00 per month plus benefits

Location: Accra, Ghana

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How To Apply For The Job Vacancy At British Council

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Closing Date: 2nd October, 2023

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