Job Title: Customer Services Officer
Organisation: British
Council
Council
Duty Station: Kampala,
Uganda
Uganda
Reports to: Head Finance and
Resources
Resources
Job Summary: The Customer Services Officer will deliver a
positive experience to any British Council customer by delivering an effective,
efficient, quality driven and integrated response on the full range of Council
activities and services in Uganda. This post will coordinate the Customer
Services Desk at the British Council office in Kampala. It is accountable for
the delivery of high quality customer services to customers, our examinations
services, and all other customers who have an interest in interacting with the
British Council. The post works as a part of the wider examinations team
consisting of 4 people.
positive experience to any British Council customer by delivering an effective,
efficient, quality driven and integrated response on the full range of Council
activities and services in Uganda. This post will coordinate the Customer
Services Desk at the British Council office in Kampala. It is accountable for
the delivery of high quality customer services to customers, our examinations
services, and all other customers who have an interest in interacting with the
British Council. The post works as a part of the wider examinations team
consisting of 4 people.
Job Context and Environment:
British Council Uganda is based in Kampala and offers a full range of
programmes including Examinations, project management on behalf of other
donors, and its own grant funded projects. It has also been lending support to
our South Sudan Directorate. This post covers Uganda only. British Council has
operated in Uganda since 1952 and its aim is to build cultural and educational
relations between Uganda and the UK.
programmes including Examinations, project management on behalf of other
donors, and its own grant funded projects. It has also been lending support to
our South Sudan Directorate. This post covers Uganda only. British Council has
operated in Uganda since 1952 and its aim is to build cultural and educational
relations between Uganda and the UK.
Key Duties and Responsibilities:
- Managing all enquiries work including
written, social media and telephone enquiries in accordance to corporate
standards and policies. - Monitoring and evaluation of our Customer
Systems in line with British Council corporate standards. - Supporting the registration and
administration of exams and customers in line with corporate policies and
standards - Monitoring and development of our Equal
Opportunities & Diversity policy in relation to customer service. - Support Exams department with income
reconciliation and support finance with capturing bank transactions and
reconciliation.
Special requirements of the Job:
- Customer Services staff work on a rota.
Some evening and weekend work may be required. The post holder must fluent
in English speaking and writing. - Please specify any passport/visa and/or
nationality requirement. - Right to work in Uganda
- Please indicate if any security or legal
checks are required for this role. - Criminal records, military service and/or
child protection checks may be
carried out
Qualifications, Skills and
Experience:
Experience:
- The candidate should possess relevant
qualifications - Proven working experience in customer
service - Connecting with Others (Essential): Making
regular opportunities to understand others better - Working together (Essential): Establishing
a genuinely common goal with others - Being Accountable (Essential): Delivering
my best work in order to meet my
commitments - Making it Happen (Essential): Delivering
clear results for the British Council - Understanding customer needs
- Understanding potential markets/customers
- Computer skills
- Speaking and listening skills
- Reading and Writing Skills
How to Apply:
Please carefully read the full job descriptions above and for
information on behaviours and generic skills mentioned in the role profiles,
please check out the relevant documents at the top of the page on our website Click Here
information on behaviours and generic skills mentioned in the role profiles,
please check out the relevant documents at the top of the page on our website Click Here
- Please download the application
form - Please send the completed application form
via email to [email protected] with subject naming the position. - Please note that only applications
received on the British Council application form will be considered and
only short-listed candidates will be contacted
The British Council is committed to a policy of Equal Opportunity
and Diversity and welcomes applicants from all sections of the community.
We guarantee an interview to disabled candidates who meet the essential
criteria.
and Diversity and welcomes applicants from all sections of the community.
We guarantee an interview to disabled candidates who meet the essential
criteria.
The British Council is also committed to a Child Protection
Policy; applications will be considered only for candidates who declare their
agreement to the Policy.
Policy; applications will be considered only for candidates who declare their
agreement to the Policy.
Deadline: 6th
September, 2013 by 16:00 Hours
September, 2013 by 16:00 Hours
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