Sales and Customer Service Team Leader, English Online

Sales and Customer Service Team Leader, English Online London, England

British Council
Full Time London, England 10.56 - 12.04 GBP Today
Job description

Sales and Customer Service Team Leader, English Online


Date: 01-Mar-2023

Location: London, UKM, GB

Company: British Council

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people.
Sales and Customer Service Team Leader, English Online
Role Purpose
English Online is the British Council’s bespoke 100% online Adults English course that enables customers to learn online from anywhere in the world. The end-to-end customer experience aims to puts customers in control by offering a self-serve experience. This is supported by a central point of contact to provide information, resolve service requests, and support the generation of new sales.

The Sales and Customer Service Team Leader plays a key role in delivering an excellent customer experience, helping us to learn more about our customers and in supporting commercial success, by delivering day-to-day line management and supervision of the English Online team, supporting the Sales & Customer Services Manager, and managing the team rotas, duties, escalated enquiries, and general operations.

Main opportunities and challenges for this role:
Team and operational management
  • Supporting recruitment exercises and the allocation of staff resources, including preparing the team’s timetable and monitoring annual leave.
  • Managing induction and training plans for new joiners.
  • Day-to-day supervision of the work of the Sales and Customer Services Executives with the aim to ensure rapid, high quality customer services and support for new and existing customers. This includes supporting enquiry management when needed.
  • Provide regular briefing and training to the team to ensure that team members are fully equipped with the necessary skills and knowledge to answer customer enquiries and requests for support in a timely and professional manner. This includes identifying training needs and to ensure training is arranged in line with British Council’s strategies, needs and objectives.
  • Ensure line management is conducted as per British Council guidelines. This includes ensuring that poor performance is addressed and dealt with, following the British Council Performance Management Standards.
  • Embed Equality, Diversity and Inclusion (EDI) principles within the team, and ensure that a culture of EDI is actively developed and maintained.
  • Planning and executing new English Online initiatives as directed by the English Online Sales and Customer Service Lead, ensuring these are operationalised across the wider business.

  • Working with the English Online and wider Customer Management function to manage and monitor service effectiveness, quality, and KPI’s for the English Online suite of products.

Quality, systems and reporting
  • Monitoring and reporting on the team achievement of agreed performance targets and service level agreements (SLAs).
  • Using Salesforce CRM and other management information systems to capture customer data and voice of customer, to help the business continually improve all areas of customer experience
  • Undertaking regular quality checks and reviews, following agreed corporate or relevant external protocols, to monitor the quality, consistency, and effectiveness of service delivery. This includes Reporting on findings and recommending appropriate actions.

  • Ensure data is captured for customer services interactions, enquiries, complaints and resolutions using global systems and to global standards.

  • Ensure that customer feedback is regularly gathered, analysed and acted upon to drive continuous improvement in customer experience.
  • Contribute with quantitative and qualitative feedback to help drive continuous improvement throughout the customer experience.
  • Makes recommendations to improve procedures, resources, and other operational initiatives to drive enhance team performance, cost effectiveness, services quality and efficiency.

Customer services delivery

  • Manage incoming cases from for new and existing customers through to resolution, primarily via email and live chat.

  • Follow the standard operating procedures (SOPs) and SLAs to maintain high levels of service.

  • Providing support to the team with escalated cases, complaints, and complex issues. This includes liaising with other teams where necessary.
  • Act as a communication point for Teaching Centre Sales and Customer Services teams that have sales or customer services enquiries for English Online. This includes providing the teams with the necessary training to deliver exceptional customer service experience to all customers as well as meeting all KPIs, business targets and objectives.

Other important features or requirements of the job:
Please note that this requires a flexible approach to shift patterns, including evening and weekend working, to ensure support to the team of Sales and Customer Services Executives distributed across different regions. This is mostly a remote role.
Role specific knowledge and experience:
Essential
  • English – C1 level
  • Diploma / Degree or equivalent qualification, or equivalent work experience
  • Customer focused with strong understanding of corporate customer services standards
  • Substantial experience of working as part of a customer facing team and being accountable for the delivery of agreed KPIs
  • Experience of working in an international context and with international customers
  • Ability to build and maintain effective relationships with internal/external stakeholders
  • Experience of managing complaints and complex customer enquiries
  • Ability to use own judgement and problem-solving skills to resolve complex enquiries
  • Competent user of Microsoft Office packages
  • Experience of Customer Relationship Management (CRM) platforms and reporting tools

Desirable
  • Professional qualification in a relevant business discipline (e.g., Customer Services, Sales Management) or a related subject
  • Experience applying the basic principles of project management
  • Analytical mindset, experience of producing reports to inform decision making
  • Experience in the education industry – particularly in the ELT sector
  • Working knowledge of General Data Protection Regulation (GDPR) legislation and data governance
  • Experience of multi-country working
  • Experience providing customer support in an online environment

Further Information
Pay Band – Grade G / PB6
Contract Type – Fixed term contract for two years
Location – Flexible, any country where we have a British Council Office
Closing Date of applications – 15 of March of 2023
Start date of contract – April 2023

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 [email protected]

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.

Sales and Customer Service Team Leader, English Online
British Council

www.britishcouncil.org
London, United Kingdom
CiarĂ¡n Devane
$500 million to $1 billion (USD)
5001 to 10000 Employees
Non-profit Organisation
Civic, Welfare & Social Services
1934
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