The British Council is the UK’s international organisation for educational opportunities and cultural relations. We create international opportunities for the people of the UK and other countries and build trust between them worldwide.
We work in more than 100 countries and our 7000 staff – including 2000 teachers – work with thousands of professionals and policy makers and millions of young people every year by teaching English, sharing the Arts and delivering education and society programmes.
We are a UK charity governed by Royal Charter. A core publically-funded grant-in-aid provides less than 25 per cent of our turnover which last year was £781m. The rest of our revenues are earned from services which customers around the world pay for, through education and development contracts and from partnerships with public and private organisations. All our work is in pursuit of our charitable purpose and supports prosperity and security for the UK and globally.
Title: Head of Customer Service – Nigeria
British Council – Nigeria , Lagos
Job description
Nigeria is one of the largest economies in Africa. It is also the most populous country with over 170 million citizens. The UK is its largest trading partner. Nigeria holds significant political power in the region and internationally and its society retains a positive attitude to the UK. There are therefore major opportunities for the UK and BC to increase influence, income and, through this, our impact by building on our strong existing relationships with the Nigerian government, institutions and customers/audiences. However, there are complex and substantial risks to this work i.e. security and compliance. Nigeria is the British Council’s largest operation in sub-Saharan Africa with offices in 4 cities – Port Harcourt in the South, Kano in the North, Abuja the Federal Capital and Lagos the commercial centre. Our 170 staff work across a range of states delivering large scale contracts, partnership programmes, examinations, projects as well as services in Arts, Education & Society and English & Exams. We are already achieving substantial impact and income (2012/13 turnover was £19.8 million) and have plans to grow and develop our impact further. Partners and clients include government, public and private institutions, foundations, private sector organisations and civil society. We work closely with the wider UK team including DFID and UKTI
Purpose of job : Ensure the highest quality British Council Customer Experience is delivered consistently across Nigeria. Regularly evaluate the quality of service provided through customer feedback, recommend and make improvements accordingly. Lead the Customer Services Team, demonstrating the values, behaviours and knowledge required by Customer Service Professionals.
Applicants must have: Right to work in Nigeria
Role Requirements: Please refer to Role Profile, British Council Behaviours and Core Skills documents attachedCore Skills.doc
Note to Applicants
On the supporting statement, candidates should write an additional 100-200 words explaining how they met the following requirements:
1. Line management and leading a customer service team to meet challenging targets.
2. Monitoring service to quality standards; devising and implementing improvements to these.
3. A track record of working across departments to drive customer service improvements
Interviews will be held face to face in Lagos only. The application process includes a language and aptitude test, job shadowing for a couple of hours and a presentation during interview. We welcome applications from persons from the Hausa/Fulani communities as these are under-represented in our staff.
Closing date: Friday 5th February, 2016
Short-listing: Week commencing 8th February 2016
Language and aptitude testing: 13th February, 2016
Job shadowing: Wednesday 17th February, 2016
Interviews and presentations: Tuesday 23rd February, 2016
The British Council is committed to a policy of equal opportunity and is keen to reflect diversity of UK society at every level within the organisation. We welcome applications from all sections of the community. In line with the British Council’s Child Protection policy, any appointment is contingent on thorough checks. In the UK, and in other countries where appropriate systems exist, these include criminal records checks
How to Apply
Click here to Apply Online
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