Head of Sales and Customer Services in FRANCE

British Council Pay band: 7

Department: English and Exams

Contract type: 12 months FTC

Closing Date: Sunday 9th January, 23:59 (GMT)

Location: Europe, France - Paris

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

e

d
.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 interv

iew
Role Cont

ext:The position is line managed by Cluster Sales & Customer Service Manager Western Europe. The Sales & Customer Services team in France consists of the Head of Sales and Customer Services, Customer Service Manager, Contact Centre team, Customer Care team and Sales team. Sales & Customer Services is responsible for handling all customer contact across all channels in all country operations in Fr

ance
The main internal stakeholder for customer service is English (Teaching Centre) Business, with a small number of enquiries relating to broader British Council Programmes. Sales & Customer Services sells courses to Teaching Centre students, registers them into classes, manages ongoing customer relationships and processes

fees.
The British Council also delivers various programmes in English language, the arts and education. Contact Centre provides level1 information regarding these programmes and escalates enquiries to the relevant

teams
Role

• PurposeLead the Sales and Customer Services team in France, aligning its structure with the global vision, planning resources and implementing change to ensure the quality and efficiency in service delivered to internal and external
• clientsImplement the global/ regional customer service strategy in the country, focusing on increased income, engagement and developing the sales-oriented approach for the country, aligned with that s
• trategyProvide decision support for Teaching management analysing and reporting current customers’ data from all

centres
Main Accountabilities/Responsibilities but not limited to the fo

llowing:Change Ma

• nagementLead and deliver, within one year, transformation of Customer Services France Operating model, aligning the country around a target led sales and retention global/ regional
• strategyLead a change to a sales culture, including structure, systems, training, target setting, monitoring and
• supportLead country wide harmonization of the operations to full standardization of activity, target setting, and monitoring, communications, processes, an

d roles.
Stakeholder m

• anagementWork closely with marketing and teaching centre management. Ensure country and EU business and marketing stakeholders are updated, plans are submitted, and activity
• monitoredLiaise with EU regional CS management teams to ensure the country is up to date with wider CS initiatives (regional an
• d global)Where applicable, support Western Europe Cluster Lead, English, Western Europe Cluster and Marketing Manager, English with development and execution of marketing strategy and plans for French market, making sure that they are aligned with CS & Sales strategy

and plans
Line

• ManagementBe responsible for the line management and provision of day-to-day support for Customer Services Manager (CSM’s) and the team. While changes to operating model are being introduced – temporary line manage Sales Coordinator and Sale
• s AdvisorsPlan Learning and Development for CSM and the team to ensure staff are fully equipped with the necessary skills and knowledge to achie
• ve targetsBuild Staff engagement in
• the team. Ensure that Sales and Customer Services activities are efficiently resourced, with staff resources deployed according to customer requirements and work-li
• fe balanceEnsure appropriate quality monitoring is in place across the country according to Global and Regiona

l strategy
Sales

• managementLead the development and implementation of a strategic sales plan expanding the organisation’s customer base and ensures its stro
• ng presenceSet up appropriate reporting process to monitor the individual/team performance daily/monthly/termly to ensure sales target are met a
• nd exceededBe accountable for performance of sales funnel in France and introduce and suggest optimisation measures for customer journey, agreeing them with Marketing Lea

d, English.
Financial and Dat

• a ManagementPlan, monitor and review country Sales & CS budgets and resourcing f
• or the teamsSet targets and monitor monthly: EPR, Dashboard, Customer Feedback data, to involve all relevant
• stakeholdersMonitor and analyse operational efficiency KPI’s for continuous
• improvementEnsure the team reports to and work within financial contr

ol standards
Cust

• omer ServicesOwn customer journeys, regularly review the processes and plan implementation of improvements, a
• s appropriateBe accountable for the delivery of
• SLA standardsOwn the customer service KPIs and business targe

ts in France.
Additional Job

• Requirements:Weekend and/or evening work may be required in compliance with loca
• l leglislationOccasional travel around Europe and occasional international travel

maybe required
Role Specific Knowledge

and Experience Mi

• nimum/EssentialSignificant experience of pe
• ople managementSignificant experience in Customer service operations F2F
• or call centerUniversity Degree
• or equivalent Excellent knowledge of Microsoft Applications

and CRM systems Desira

• ble Experience Exper
• ience in Sales Experien
• ce in Education Management Experience in change programs/transfor
• mation Projects Customer Service
• qualificationsSix Sigma