British CouncilHiring for Customer Service and Sales Manager at Bengaluru, Karnataka Full Time

Location: Bangalore, South Asia, IN

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

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

To post holder ensures that the Customer management and Sales team is adequately resourced and the team is well trained and engaged. The post holder will need to work with diverse team , analyses data, monitors trends, identifies improvement opportunities and drives sales culture in the team

Challenges & Accountabilities:
Lead the Sales function

Build, lead and motivate the Sales and Customer Management team to achieve and exceed new sales and re-registration targets and conversion KPIs.

Monitor and review daily sales performance through conversion rates at all stages of the sales funnel for all products and to ensure that the team and individual sales targets are met / exceeded. Continuously review the customer journey to identify business opportunities and drive sales orientation within the team.

Enable smooth tracking of sales activity, ensure that recording of data on Salesforce CRM is in line with corporate guidelines and that sales performance reports and dashboards are prepared as per agreed format.

Ensure there is a defined process to follow up with learners who drop off at different stages of customer journey, identifying and reporting reasons and trends and ensuring follow up to improve conversion rates and student engagement. To prepare reports on Teaching Centre sales funnel statistics, customer profiles and conversion rates.

Customer Service Management

Ensure the customer service function, including the look and feel of the physical environment and front-line team dress code as well as customer communication, are reflective of the British Council brand standards. Monitor performance and service quality of service partners and delivery teams on an on-going basis and ensure adequate controls are in place

Own the Voice of the Customer Programme. This entails regular (weekly) monitoring and reporting data and customer trends gathered through a range of methods including quality monitoring weekly exercises, Customer Effort Survey, Teaching Centre Online survey, observation of classes, Mystery Shopping exercises and customer focus groups. This data gathered should be used to inform business planning targets and marketing decisions as well as improve the overall customer experience.

Act as Complaints Manager for the country and ensures that the Complaints Policy is adhered to consistently across all centres. Actively champion the use of CRM

Analyse and understand complex customer services issues and provide timely management information to India Leadership team for business-planning, decision-making and/or the development of new or improved customer services policies and practices

Marketing

Work closely with Marketing on lead generation strategies and provide feedback on British Council campaigns and promotions aimed at raising brand awareness and sales conversions

Maintain a clear understanding of customer needs / preferences, threats and opportunities in the external environments and keep Management and the Marketing team informed

Be proficient in the use of the Global Playbook and Maritz customer insight and Thematic platforms and provide feedback to Teaching Centre and Exams Managers to enhance customer experiences and product offerings to improve sales conversions and customer advocacy.

Learning Services, Education and Cultural relations

Ensure that Customer Service teams comply with Income Recognition, Recording and Reporting processes for all income

To contribute to the strategic development and improvement of customer service processes and standards for all business units

Support income generating activities of Library as agreed with business

Manage the operational delivery of customer management strategy, ensuring that the function is adequately resourced and equipped to support the onsite and offsite events

Supervise the customer support workflow by monitoring customer interactions and setting and adjusting staffing requirement as per forecast and trends and deliver customer service soft skills training to wider teams as required

Teaching

Lead all term registration activity. This involves planning resource requirements, liaising with marketing on promotional activities, organising customer databases for targeted promotion, organising consultations, organising pre-and post-registration meetings, and providing daily reports to management on performance against tasks / targets

Manage all customer communication activities related to registration activities by ensuring use of cost-effective channels. Provide customer insight with regards to class schedule and course offers, reporting on registration numbers ,payment provision etc

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.

Conduct training need analysis of the customer service team and arrange training and development so operational capability is built within the team

Prepare CS team-work schedule roster and monitor leave plans so that they meet operational needs. Anaging geographically dispersed teams.

Ensure individuals meet all targets and KPIs as set out by the Council and follow administrative procedures and policies in place. All records are captured on MyHr and completed and maintained accurately and on time.

Prepare resourcing plans such that global KPI’s can be achieve in an efficient and effective manner.

Requirements:
University Degree

Customer Service Professional Qualification, Marketing Qualification

At least three years’ experience in planning and implementing sales strategies, customer relationship management and managing and directing a sales team. Knowledge of SAP, CRM

Excellent written and verbal communication skills.

Dedication to providing great customer service.

Ability to lead a sales team.

Role -Country Appointed Role

Pay Band – 06

Location: Delhi

Department: Customer Services

Contract type: Fixed term Contract for 1 year

Closing date and time: 07 January 2022, 23:59pm

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please email askhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.