Възможности за работа

Main Accountabilities:

Operational support to Test Day staff

•    Act as the point of contact for Venues/Venue Supervisors on the day and support the management of Venue Staff and Examiner engagement, relationship and performance

•    Assist with the deployment of the right mix and profile of Examiners and Venue Staff for Test Day delivery using BOSS and other relevant systems 

•    Assist in the Test Day Staff work reconciliation and payment of venue staff and examiners 

Operational Support to Exams Business and Customers

•    Co-ordinate and escalate where required, risks or issue resolution, including co-ordination of customer communication directly or through customer services

•    Be responsible for daily maintenance of online Registration and Pay solutions across Exams products

•    Set up and monitor online registration for all products, compile final entry listings, exams/candidates timetabling as well as distribute relevant documents to candidates

•    Assist with booking of appropriate Test Day venues using BOSS and other relevant systems

•    Support B2B Customers with their registration entries, operational, system and technical issues and report issues and resolutions to the Business Development and Account Relationship functions in country 

•    Support the transition of B2B Customers to computer-based testing for some of our products

Operational support to Exams delivery

•    Support the delivery of our exams operations at B2B test centre level

•    Support the safe handling of confidential materials in accordance with compliance standards during the multiple exchanges in country. This includes movement and activities related to the primary storage area known as the Confidential Materials Room (CMR) as well as final preparations of the Exam delivery before and during Test Day

Service delivery

•    Acts as a point of contact for second-stage enquiries during registration including Special Arrangements and early cancellations.

•    Inputs entries to the Registration and Pay systems (if required).

•    Supports the process of ordering examination materials from Awarding Bodies by set deadlines.

•    Plans & schedules exams events across all products, on a daily basis, using appropriate corporate systems 

Relationship & stakeholder management

•    Carries out instructions and requests from line manager and other managers efficiently and effectively. 

Risk and compliance

•    Follows agreed corporate risk management processes and procedures when delivering services (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the BC and its customers at all times.

Role specific knowledge and experience

Minimum / essential

•    Experience in identifying and minimising risk

•    Experience in compliance environment Experience of working in a high volume, busy operational environment, delivering to standard

Language Requirements

•    Operational English with strong language knowledge in both speaking and written communication

•    Fluent Bulgarian

Location: Sofia, Bulgaria

Requirements: Candidates must have the legal rights to work in Bulgaria at the time of application.

Contract Type: Indefinite contract

Pay-band: 2/J

Salary: 1 600 BGN gross/month

Additional Benefits:

•    13th salary 

•    Additional Medical insurance covering immediate family

•    23 working days of annual leave

•    Work in international environment

•    Opportunities for personal development and advancement

•    Discounts for our English courses and exams for you and your closest family

Closing date: 30 September 2023, applications will close at 23:59 EEST

See full job advert and apply online via the British Council Careers Portal. Please note that we do not accept CVs.

Main Accountabilities:

Product Service Support

• Coordinates rolling 18-month single plan for all products down to Test Day.
• Translates demand into capacity plan for exam sittings, venues and exam materials, ensuring relevant KPI/business performance measures are met.
• Leads on all online Registration and Pay solutions, including demand utilisation analysis, ensuring effectiveness of planning, utilisation, productivity and cost to serve.
• Leads on compilation of Entry listings and delivery to Awarding Bodies according to standards and deadlines.

Relationship & stakeholder management

• Supports continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department.

Risk & Compliance

• Follows Contingency Plan and manages risks related to supply.
• Uses standardised processes with agreed corporate risk management procedures relevant to service delivery (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the BC and its customers at all times.

Analysis & Reporting

• Supports regular planning/capacity meetings
• Gives input to relevant dashboards and reports, including cost to resource analysis
• Provides input to reports for the corporate audit frameworks

Leadership & management

• Motivates and encourages team performance both face to face and virtually.
• Plans and prioritises line mangees’ operational activities and supports team knowledge and skills development towards effective delivery of services.

Test Day Support

• Duty Officer duties on a rotational basis supporting test day delivery
• The test day roster will include some early morning and weekend cover

Role specific knowledge and experience

•    Working in a challenging environment operating against very tight deadlines

•    Experience working in a compliant and regulated environment

•    Planning and organising experience preferably for a large number of staff

Language Requirements

•    English language skills to the CEF C1 level

•    Bulgarian language skills to the CEF B2 level

• Location: Sofia, Bulgaria
• Requirements: Candidates must have the legal rights to work in country of location at the time of application.
• Contract Type: Indefinite contract
• Pay-band: 4/H
• Salary: 2 100 BGN gross/month

 

Additional Benefits:

• 13th salary 
• Additional Medical insurance covering immediate family
• 23 working days of annual leave
• Work in international environment
• Opportunities for personal development and advancement
• Discounts for our English courses and exams for you and your closest family

Closing date: Sunday, 24 September 2023, applications will close at 23:59 EEST

See full job advert and apply online via the British Council Careers Portal. Please note that we do not accept CVs.

Main Accountabilities:

• Managing provision of effective customer service 
• Implementing plans for customer service and support
• Coordinating levels of responsibility and accountability for managing customer relationships in a clear reporting structure
• Being aware of key customers, key segments and using this knowledge to tailor customer service 
• Ensuring after-sales service is of high quality.
• Line management and training
• Operational management of the integrated CS unit, ensuring compliance with the corporate Customer Management Framework, the local Service Level Agreement (SLA) and all financial and other internal procedures
• Timetabling for CS staff – managing and optimising shifts, overtime, Time in lieu (TOIL) and annual leave plans
• Supporting recruitment and selection of CS unit staff
• Continually monitor the Customer Services team’s effectiveness through the use of metrics and tools designed for the purpose.
• Training, coaching and mentoring the CS unit staff – training needs analysis and creation and implementation of the annual training plan for the CS unit
• Addressing any poor performance promptly and in line with corporate standards and policies.

Monitoring, reporting and evaluation

• Maintaining and establishing systems to collect and analyse customer information
• Supervise and deliver professional customer service at three distinct touch points: front desk, call centre, back office, in line with the Single Point of Contact strategy and Service Level Agreement. Channels of communication may be added in time.
• On-going evaluation of CS systems and actual customer experience, providing recommendations for service improvement
• Supervising all processes related to handling customer enquiries and complaints to ensure appropriate follow up actions are taken and documented in line with corporate standards.
• Analysing the results from Customer Effort Assessment surveys, identifying and implementing improvement plans
• Reporting to internal stakeholders on Key Performance Indicators (KPIs) and the main findings from on-going analysis of the data collected by the CS unit (compiling monthly management reports)
• Identifying and supplying information that will help in the development of operational marketing plans.

Role specific knowledge and experience

• Proven experience in customer service.
• Experience of working in the field of education. Understanding potential markets / customers.

Language Requirements

• Excellent written, listening and spoken English (C1 – Common European Framework) and Bulgarian (C2).

Experience

• Comprehensive experience of working in a customer service role 
• Dealing with complaints and complex customer enquiries

Qualifications

• Management of a customer service team  
• Experience of running a contact centre 
• Planning and monitoring allocation of resources 
• Customer Service or Marketing qualification 

Education 

• University degree

Closing date: Sunday, 24 September 2023, applications will close at 23:59 EEST

See full job advert and apply online via the British Council Careers Portal. Please note that we do not accept CVs.