British CouncilHiring for Senior Analyst Customer Experience at Noida, Uttar Pradesh Full Time

Location: Noida, 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.

Job Title: Sr. Analyst Customer Experience – Global Service Desk

Purpose of job:
The role is responsible for leading and driving the customer centrity in the services delivered by the Global Service Desk. As the customer success manager, this role is responsible for the the measurement and improvement in the customer satisfaction index, including the management of relationship between the Global Service Desk and customers/stakeholders/suppliers, publishing key reports, sharing key data insights/trends implement continual improvements and identification of best practices.

Experience areas:
Understanding Service Desk Operations

Knowledge of customer service principles and practices

Ability to plan well and prioritize work

Good decision-making and communication skills

Excellent fluency in written & spoken English

Proactive approach with good analytical skills

Experience of building and maintaining partnership working

Requires the ability to communicate assertively to coordinate activities in line with required standards

Exposure to CRM tool – Service Now, Remedy, HP

Knowledge of:
Interpersonal

Communication

Problem & Analytical thinking

Accountabilities, responsibilities and main duties:
(including people management and finance)

Leadership skills:
Shall be a keen learner and participate in strategic projects for the process/ organization

Act as a role model for the team to inspire them to deliver the objectives

Service Delivery:
End to end ownership of customer voice

Produce weekly/monthly/quarterly/annual CSAT reports

Gather customer feedback, analyse and take appropriate action to resolve customer issue in a satisfactory manner

Help service desk management in developing and implementing a customer service policy for the global service desk

Building a culture of customer centricty by coaching/mentoring the identified GSD staff

Find ways and best practices to measure customer satisfaction and improve services

Be an advocate & voice of the customer in global service desk.

Analysing statistics or other data to determine the level of customer service the GSD is providing.

Producing written information for customers, at various levels and forums

Keeping ahead of developments in customer experience by reading relevant journals, going to meetings and attending courses

Meeting with other SM, SLO, Technical Teams, Exams Team etc. to discuss possible improvements in customer experience

Stakeholder Management:
Proactive communication and connect with the relevant stakeholders on process updates, risks, challenges & highlights

Collaborate with business resources at tactical level and other teams (Global Information Services and suppliers) to identify opportunities for process and service desk improvements

Interact with all levels of an organization in a professional, diplomatic, and tactful manner

Governance & Reporting:
Reporting/communicating Service Desk performance, issues, successes, and opportunities to the Leadership Team re CSAT

Review customer satisfaction survey feedback from end users to improve services, tools and support experience

Ensure process compliances are met with respect to contractual obligations.

Identify and manage risks for the CSAT process

Practicing and ensuring compliance with that of all the BCMS’ policies and procedures

Manage overall reporting and MIS for CSAT process

Driving continual improvement initiatives via the CSAT process

Qualifications:
Graduate

ITIL V3 Foundation (Desirable)

Further Information

Pay Band – 6

Contract Type – Indefinite

Department/Country – GSD/India – Noida

Closing Date – 4/Feb/2022

Other Requirements – Must have rights to work in India

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.