{"id":12063,"date":"2014-07-08T08:28:33","date_gmt":"2014-07-08T08:28:33","guid":{"rendered":"https:\/\/joblistghana.com\/?p=12063"},"modified":"2016-11-25T09:04:50","modified_gmt":"2016-11-25T09:04:50","slug":"british-council-ghana-recruiting-marketing-customer-service-positions","status":"publish","type":"post","link":"https:\/\/joblistghana.com\/british-council-ghana-recruiting-marketing-customer-service-positions.html","title":{"rendered":"British Council Ghana Recruiting Marketing and Customer Service Positions"},"content":{"rendered":"

Key facts about British\u00a0Council<\/span>\u00a0Ghana:<\/strong><\/p>\n

\u2022\u00a0\u00a0 British Council has operated in Ghana since 1943.\u00a0 Our main office is situated in Accra with a small operation in Kumasi.
\n\u2022\u00a0\u00a0 Over the 70 years, we have established a good reputation for educational services and cultural relations
\n\u2022\u00a0\u00a0 Our relationship with government, corporate organisations and the academia is strong and we continue to take advantage of these partnerships to expand our reach and impact
\n\u2022\u00a0\u00a0 We occupy a major place in the English language assessment market in Ghana and plan to expand this work even further
\n\u2022\u00a0\u00a0 With one of the world\u2019s largest extractive sectors and buoyant businesses, we have started taking advantage of the significant\u00a0opportunities<\/span>\u00a0for partnership funding, especially in the area of skills for youth.\u00a0 We will continue to explore these further
\n\u2022\u00a0\u00a0 There are opportunities for English language and social enterprise work and we are exploring\u00a0 the existing opportunities for the British Council to move into this space<\/p>\n

Job Title:\u00a0Customer Service<\/span>, Marketing & Sales Advisor
\nDirectorate or Region:\u00a0SSA
\nReports to:\u00a0Customer Service, Marketing & Sales Manager
\nPay Band:\u00a0PB 4 x 3 posts available
\nDuration of job:\u00a02 year fixed term<\/p>\n

Purpose of job<\/strong>
\nTo contribute to the achievement of the customer services team in line with country strategy supporting implementation of projects through:<\/p>\n

a)\u00a0\u00a0 \u00a0customer service excellence and monitoring and evaluation for various projects and programmes through physical and virtual support within British Council Ghana.
\nb)\u00a0\u00a0 \u00a0marketing communication,
\nc)\u00a0\u00a0 \u00a0events and facilities work<\/p>\n

Accountabilities, responsibilities and main duties:<\/p>\n

Enquiry Handling:<\/strong><\/p>\n

\u2022\u00a0\u00a0 ensure a courteous and efficient first point of contact for external customers visiting Accra office\/country with customer expectations exceeded
\n\u2022\u00a0\u00a0 handle all online, telephone and face to face enquiries related to British Council activity in Ghana.
\n\u2022\u00a0\u00a0 ensure successful registration of candidates wishing to enrol for UK examinations and English language\u00a0training<\/span>\u00a0programmes
\n\u2022\u00a0\u00a0 collect, analyse & report on feedback received from customers according to agreed standards
\n\u2022\u00a0\u00a0 collect and ensure up to date\u00a0knowledge<\/span>\u00a0of all British Council programmes<\/p>\n

Managing Contact Channels:<\/strong><\/p>\n

\u2022\u00a0\u00a0 basic enquiries comprehensively handled according to regional and country customer service standards
\n\u2022\u00a0\u00a0 higher level enquiries effectively communicated to appropriate staff
\n\u2022\u00a0\u00a0 customer enquiries effectively\u00a0tracked<\/span>\u00a0for follow through to completion
\n\u2022\u00a0\u00a0 work as a member of a team of Customer Service Advisors to ensure the front desk is covered during working hours
\n\u2022\u00a0\u00a0 develop a proactive approach to customer relationships by liaising effectively and frequently with customers and by ensuring effective and timely provision of service
\n\u2022\u00a0\u00a0 manage first level of complaints and be responsible for providing feedback within agreed timeframe
\n\u2022\u00a0\u00a0 effective\u00a0management<\/span>\u00a0of the British Council website and the social media pages according to agreed standards
\n\u2022\u00a0\u00a0 positively engage with customers, provide a professional level of service and tackle challenges and negative feedback to the agreed standards
\n\u2022\u00a0\u00a0 ensure customer feedback is discussed and escalated effectively<\/p>\n

Reporting and Monitoring Evaluation<\/strong><\/p>\n

\u2022\u00a0\u00a0 compile monthly statistics on customer flow on both walk-in, online and telephone customers and send report to the management team
\n\u2022\u00a0\u00a0 ensure the customer service centre is functioning to the agreed service levels; making sure customers are served quickly for short enquiries, queues are managed and customers have a positive experience of British Council.
\n\u2022\u00a0\u00a0 ensure feedback is solicited from customers
\n\u2022\u00a0\u00a0 ensure all customer service points reflect brand and corporate values including intercultural and equal Opportunities & Diversity (EO&D) and child protection policies
\n\u2022\u00a0\u00a0 key risks identified are escalated to line manager same day<\/p>\n

Product assistant \u2013 Events, facilities hire and visits
\nTo assist the coordination of all aspects of\u00a0 British Council customer service excellence\u00a0programme<\/span>\u00a0and any other related activities<\/p>\n

\u2022\u00a0\u00a0 deliver the scheduling and customer expectations whenever British Council facilities are hired of facilities hire
\n\u2022\u00a0\u00a0 assist in developing point-of-sale material (online\u00a0and hard<\/span>\u00a0copy) for all programme areas
\n\u2022\u00a0\u00a0 support customer policy decision making (pricing, complaints handling, terms and conditions of use, agreement contents)
\n\u2022\u00a0\u00a0 reputation of British Council brand is not compromised
\n\u2022\u00a0\u00a0 ensure\u00a0 positive feedback for all project evaluations and de-briefing
\n\u2022\u00a0\u00a0 liaison with speakers, participants and visitors in events\/projects in line with BC brand values
\n\u2022\u00a0\u00a0 liaison with external suppliers regarding the procurement of goods and services for team project
\n\u2022\u00a0\u00a0 available to carry out front-of-house duties at all BC managed events
\n\u2022\u00a0\u00a0 provide logistical support to programmes and presentations for visiting BC staff and partners\/stakeholders<\/p>\n

Marketing Communications<\/strong><\/p>\n

\u2022\u00a0\u00a0 assist the coordination and production of online and hard copy materials
\n\u2022\u00a0\u00a0 communication schedules kept up to date, informative and accessible by wider team and feed into monthly e-zine or events pages on website
\n\u2022\u00a0\u00a0 manage the marketing of British Council events through email invitations
\n\u2022\u00a0\u00a0 to assist in the coordination and implementation of British Council generic events such as Customer Service week<\/p>\n

Professional development<\/strong><\/p>\n

\u2022\u00a0\u00a0 to agree own professional development plan with line manager and review it twice a year
\n\u2022\u00a0\u00a0 minimum of 6 days personal development over a period of 12 months<\/p>\n

Other administrative work: As required and delegated by the team members.<\/p>\n

Key relationships: \u00a0<\/strong>
\nInternal:<\/strong><\/p>\n

\u2022\u00a0\u00a0 Director British Council and Senior Management Team
\n\u2022\u00a0\u00a0 Finance and resources team
\n\u2022\u00a0\u00a0 Department heads and cross-departmental colleagues
\n\u2022\u00a0\u00a0 Regional Head of Customer Services<\/p>\n

External:<\/strong><\/p>\n

\u2022\u00a0\u00a0 Existing and potential corporate clients
\n\u2022\u00a0\u00a0 Corporate contact points
\n\u2022\u00a0\u00a0 Marketing agencies
\n\u2022\u00a0\u00a0 Students and parents<\/p>\n

Other important features or requirements of the job<\/p>\n

A willingness to develop and grow skills and experience through training, collaboration with colleagues and initiative. Ensure safeguarding and guidelines are applied and upheld in line with standards and policy for the following areas:<\/p>\n

\u2022\u00a0\u00a0 Child protection
\n\u2022\u00a0\u00a0 Equal Opportunity and Diversity
\n\u2022\u00a0\u00a0 Health and Safety
\n\u2022\u00a0\u00a0 Information Knowledge Management<\/p>\n

TOIL should be agreed with the line manager in advance to maintain an adequate work-life balance. The post-holder may be required to travel abroad on British Council business and should therefore hold valid travel documents. Some unsocial hours will be required to support with office events.<\/p>\n

Please specify any passport\/visa and\/or nationality requirement:-\u00a0Right to Work in Ghana
\nPlease indicate if any security or legal checks are required for this role:-\u00a0N\/A<\/p>\n

Person Specification<\/p>\n

Essential<\/p>\n

Behaviours<\/p>\n

Creating shared purpose ( more demanding)
\nCommunicating an engaging picture of how we can work together
\nConnecting with others (essential)
\nMaking regular opportunities to understand others better
\nWorking together (more demanding)
\nEstablishing a genuinely common goal with others
\nBeing accountable (essential)
\nDelivering my best work in order to meet my commitments
\nMaking it happen (essential)
\nDelivering clear\u00a0results<\/span>\u00a0for the British Council
\nShaping the future (essential)
\nLooking for ways in which we can do things better<\/p>\n

Assessment stage<\/p>\n

\u2022\u00a0\u00a0 Interview against Creating shared purpose Working together being accountable, and connecting with others<\/p>\n

Skills and Knowledge<\/p>\n

\u2022\u00a0\u00a0 Good communication skills
\n\u2022\u00a0\u00a0 Events management and projects organisation
\n\u2022\u00a0\u00a0 Marketing and Customer Service \u2013 Level 2
\n\u2022\u00a0\u00a0 Project and Contract Management \u2013 Level 1<\/p>\n

Qualification Required & Experience<\/p>\n

\u2022\u00a0\u00a0 University Degree in relevant subject area<\/p>\n

Experience<\/p>\n

\u2022\u00a0\u00a0 3 years Customer Service minimum
\n\u2022\u00a0\u00a0 2 years Marketing experience
\n\u2022\u00a0\u00a0 Experience of basic financial administration
\n\u2022\u00a0\u00a0 Experience of organising projects or events.<\/p>\n

Location:\u00a0Accra<\/p>\n

How\u00a0To Apply<\/span>\u00a0For The Job<\/p>\n

All applicants must use the attached application form.<\/p>\n

Click Here To Download Application Form<\/a><\/p>\n

The completed application form must be forwarded to us through our email address as follows;<\/p>\n

BCHR@gh.britishcouncil.org<\/strong><\/p>\n

Closing Date:\u00a014 July, 2014<\/p>\n","protected":false},"excerpt":{"rendered":"

Key facts about British\u00a0Council\u00a0Ghana: \u2022\u00a0\u00a0 British Council has operated in Ghana since 1943.\u00a0 Our main office is situated in Accra with a small operation in Kumasi. \u2022\u00a0\u00a0 Over the 70…..<\/p>\n","protected":false},"author":1,"featured_media":9973,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[150,27],"tags":[1558,379],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"https:\/\/joblistghana.com\/wp-content\/uploads\/jobs.jpg","jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/p2nO32-38z","_links":{"self":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/posts\/12063"}],"collection":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/comments?post=12063"}],"version-history":[{"count":0,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/posts\/12063\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/media\/9973"}],"wp:attachment":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/media?parent=12063"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/categories?post=12063"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/tags?post=12063"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}