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Role purpose
The Corporate Services Officer (CSO) co-ordinates the details of service delivery execution for corporate contracts and leads on financial management and customer care duties towards our corporate clients from the B2B, B2G and B2I sectors.
The postholder is involved throughout the customer journey from the initial signing of contract through the delivery stages and finishing with the organisation of end of course customer reports and feedback. This is then followed by further engagement with the client and the cluster Sales Account Manager on future agreements and details of repeat and/or new business.
Liaising effectively with Operations and Customer Service teams locally and regionally, the CSO will engage frequently with contracted corporate clients to ensure delivery standards are maintained and the financial management of each contract is carried out compliantly and to agreed deadlines.
The role is a critical one as the postholder leads the back-end processes once sales opportunities have been closed with our growing number of corporate clients.
Role context
Over 70% of our Adult students taking English training with the British Council are professional workers aged 25-39. The need to improve language levels, demonstrate workplace skills in English and obtain qualifications remains a priority for public and private sector employees globally. The British Council English division offers face to face, online and blended solutions to companies and organisations across our global network to help meet these needs.
The corporate sector has been one of the more resilient sectors in terms of continued demand for training since the onset of the pandemic. To better meet this demand, we have broadened our range of quality products and now provide a mix of solutions to clients in keeping with the changing demands of young professional workers and their employers.
Alongside the new portfolio of products, we are investing in prospecting tools and increased levels of targeted B2B marketing campaigns to improve levels of lead generation for our Sales and Account managers to oversee and close.
The CSO role will work closely with the other key corporate services related posts including the cluster Sales and Account Manager, and the Business Development Executive. There will also be a need for regular interaction with Teaching Operations colleagues and members of the Academic and Customer Management teams to ensure high standards of delivery.
The CSO role will be required to work together with their counterparts within the cluster (Black Sea and Wider Europe) in coordinating the delivery of various teaching projects, including cross-border ones, as well as supporting Corporate English Solutions (CES) colleagues across cluster in operational tasks related to B2B, B2G and B2I sectors.
Main accountabilities
Finance and Resource management
Customer Support
Service and product delivery support
Relationship and Stakeholder management
Managing self and others
Role specific skills
Strong operations and organizational skills, to support timetabling of classes including coordination between the client and the teachers/trainers, as well as teacher allocation and recruitment for the B2B, B2G and B2I sector needs
Knowledge and Experience
Essential
Desirable
Languages
Local language (Ukrainian) at fluent level for speaking and writing. English level at minimum of C1 level speaking and writing.
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