Customer Excellence Coordinator at the British Council in Ukraine

The British Council in Ukraine, a leading international cultural organisation, is recruiting a full-time Customer Excellence Coordinator.

Purpose for this role:

Assist Customer Experience Manager in managing the Customer Excellence team to ensure a high-quality service to internal and external customers.
Project a professional image of the British Council and the UK by providing a high quality, welcoming and efficient customer experience.
Set up clear KPIs for the Front of House team and ensure high conversion rate from initial enquiry into sales consultation for both adults and YL parents.
Main opportunities/challenges for this role:

This role requires analytical thinking skills, good organisational and team coordinating skills. Attention to detail and high levels of professionalism are also essential.
In addition, the post holder will be expected to be pro-active, customer and sale orientated with excellent communication and computing skills.

Main Accountabilities:

– Provision of professional customer service to both external and internal customers;
– Quality Assurance of the Customer Excellence Team;
– Ensure the use of the British Council systems to their full functionality – CRM (Customer Relationship system), TCMS (Teaching Centre Management System), ORS (Online Registration System for IELTS);
– Administrative support

Skills, experience and qualifications for the advertised vacancy:

Essential
• University degree or equivalent;
• Knowledge English to C1 level;
• Ukraine and Russian – native;

Specific Skills

Essential

– Working with customers via phone, face-to-face, email;
– Experience in managing small teams;

Desirable

– Customer Service Qualifications;
– Experience with SAP;
– Experience in using CRM systems.

What we offer:

• official employment;
• 13th salary – annual bonus;
• 14th salary as Terminal Gratuity;
• Medical insurance fully paid for employees + coverage for family members;
• 34 calendar days of annual leave;
• Study leave, paid sick leave, special leave for volunteering.

Candidates wishing to apply should fill out the on-line application form in MyHR system.

The closing date for receipt of applications is 25 July 2021.

The British Council is committed to a policy of equal opportunity and welcomes 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. We guarantee an interview to disabled candidates who meet the essential criteria.

The British Council believes that all children have potential and that every child matters – everywhere in the world. The British Council affirms the position that all children have the right to be protected from all forms of abuse as set out in article 19, UNCRC 1989
https://www.britishcouncil.org/organisation/transparency/policies/child-protection

2021-07-09 2021-07-25T00:00:00+03:00 Full time TELECOMMUTE Ukraine British Council in Ukraine