Customer Experience Manager at The British Council
British Council
full-time
Київ
Київ
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The British Council, a leading international cultural organisation, is recruiting a full-time Customer Experience Manager in Kyiv, Ukraine to oversee and manage a country/cluster Customer Experience team, consisting of customer and sales assistants and/or coordinators directly engaged in delivering an excellent Business-to-customer (B2C) experience, making sure the team operates in accordance to defined standards and policies, and contributes to delivery of our Global Customer Management Mission.
Main Accountabilities:
Customer Services, Leadership and Management
Support to Customer Experience Strategy and Vision implementation
Analysis and Reporting
Сompliance with all relevant codes of practice, industry regulations, legislation, the British Council’s policies
Essential
Fluent English (Level C1), native Ukrainian and Russian
University degree
Excellent writing and communication skills
Proven experience of managing teams that meet high customer satisfaction levels
Substantial experience in a customer management environment
Experience of handling complaints
Experience developing relationships with internal stakeholders
Accuracy/attention to details
Desirable
Experience applying the basic principles of project management.
Experience of leading multi-location based teams
What we offer
official employment
13th salary – annual bonus
14th salary as Terminal Gratuity
Performance related annual bonus
Medical insurance fully paid for employees + coverage for family members (upon probation period completion)
34 calendar days of annual leave
Study leave, paid sick leave, special leave for volunteering
14 days of public holidays
Eye-check policy
50% discount for family members to study English
Opportunities for Learning and Development
Shortlisting will be done against required skills, experience and qualifications listed in the Role Profile. Please refer to British Council Behaviours and BC Core Skills before applying for the job.
Candidates wishing to apply should fill out the on-line application form.
Successful candidates will be invited for an English testing and interview.
The closing date for receipt of applications is 12 February 2020.
Job information
Published: 29 січня 2020
Up to: 12 лютого 2020
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We strengthen ties between Ukraine and the United Kingdom in the Arts, English, Higher Education and Society. We provide educational opportunities to Ukrainians in English for individual and professional development, and administer examinations and tests from the UK.
Last year (2016), more than 110,000 people took part in our programmes or activities with a further 2,800,000 using our digital services, including English language resources and more than 5,1 ml using our publications and broadcast products.
In the Arts, we showcase contemporary works from the UK, and develop skills for the creative sector. Our partners include the Odessa International Film Festival, Sheffield Film Festival in the UK, ArtHouseTraffic and numerous creative hubs and individuals around Ukraine. Our Arts Shakespeare programme reached to over 60,000 Ukrainians via face-to-face and on-line activities, we promoted UK and Ukraine theatre exchanges and enhanced collaborations in visual Arts.
In English, we are working with the Ministry of Education and in-service colleges to provide continuous professional development for 37,000 English language teachers and our support to the Year of English in Ukraine brought us more than 2,1 ml audiences in Ukraine. We teach around 3,000 students a year through our Kyiv English School and administer more than 13,700 examinations or tests.
In Higher Education, we build links between the UK and Ukraine’s higher education sector, in areas such as industry/university links and the internationalisation of higher education quality assurance; we build capacity of university leadership and contribute to students’ self-governance. We worked with more than 125 universities through different programmes during the year.
In Society, we work more than 68 active partners in Ukraine to develop skills for Active Citizenship and support implementation of more than 300 social action projects within local communities that involve more than 100,000 citizens around Ukraine.
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