Customer Services Advisor in SPAIN

British Council Pay band: 2 J

Department: English

Contract type: Indefinite

Closing Date: Sunday, 8th December ( 23:59 GMT)

Location: Spain, EU

You must have the legal right to work in the stated location. We will not be providing Visa sponsorship and relocation assistance is not provided.

British Council supports working in new ways such as hybrid working, subject to full approval by line management and conditional upon our ability to provide the appropriate level of service. This may not be appropriate for all roles but can be explored at interview.

Role Purpose:

To support Customer Services operations in handling internal and external customer enquiries through voice and remote channels providing a high level of excellence in all aspects of customer experience.

To manage sales through the registration process for adults and YLs.

To meet or exceed customer expectations: customers expect to trust us, to be inspired by us and to find us easy to do business with, and this role contributes to this through front line and back office contact with customers.

Role Context:

The Customer Services team functions have evolved to a national level through the Spain Contact Centre and Sales teams. The Sales Advisor will provide a high level of customer service through all available channels.

The Spain Teaching business continues to grow and, in the post-pandemic business environment and increasing competence, the Customer Services and Sales Teams performs a vital role in our work with the public (parents, learners and our teaching center exams candidates), in helping to maintain and enhance our reputation for customer service excellence.

Main Accountabilities/Responsibilities but not limited to the following:

Customer & Sales support:

• Deal with email and telephone enquiries from current and potential Teaching customers, providing information and advice on products, calendars and conditions of service and recording all interactions in the CRM system, when available.
• Ensure registration of new customers (by cose follow up on prospects) and retention of the existing ones by facilitating a positive experience to all of them.
• Ensure appropriate follow up and timely escalation of leads, queries, complaints and suggestions from Teaching customers.

Service delivery:

• Support Teaching Operations and Shared Services Unit with the efficient delivery of back-office processes:
• Registering students in the appropriate system and academic level as in OBS2, TCMS, Salesforce and others.
• Ensure timely and efficient delivery according to Service Level Agreement and Escalation Matrix, compliant with Regional & Cluster standards and Customer Excellence KPIs.

Manage self and others:

• Ensure accurate recording of customer interactions to support efficient reporting and informed decisions.
• Ensure attendance to all required training and development initiatives in order to maintain up-to-date knowledge of Teaching systems, deadlines and procedures.
• Pro-actively contribute to the culture of continuous improvement by reporting on feedback received from customers to define areas for improvement.

Tools and systems:

• Utilise the existing resources as CRM, Telephony, digital signature in the right way to facilitate the follow up, guarantee standardise procedures and classification of interactions

Additional Job requirements:

You might be required to work some Saturday on a rotational basis. Therefore, flexibility is required. We also require, the post-holder to schedule seasonal leave periods outside the periods of high activity ( September to October)

There must be no legal impediment to prevent the post holder from working with children. Certificado de Delitos de Naturaleza Sexual and enhanced DBS or equivalent in the country of origin will be required

Role Specific Knowledge and Experience:

Minimum/Essential:

• Bilingual in Spanish and English
• Ideally some experience in sales. Desirable experience in face-to face sales
• Experience in administrative environment working as part of a collaborative team.
• Proven experience of working in Sales teams
• Desirable experience of working with Teaching customers
• Desirable experience of working with British Council systems (TCMS, Salesforce, etc)

Desirable

• Experience in the Use of Salesforce or similar CRM systems
• A relevant professional training (FP) or university degree qualification