British Council Nigeria Vacancy : Graduate Customer Service Officers

The British Council is set to recruit for the position of a suitable and qualified graduate for the positions of Customer Service Officers. We are the world's leading cultural relations organization and creates opportunities for people in the UK and worldwide to understand each other, to work together and learn from one another. We see this as crucial to building secure, more prosperous and sustainable futures for us all. We build trust and understanding between different countries and cultures and develop strong international links that are of benefit to people in Britain and the rest of the world.

We are recruiting to fill the below position of:

Job Title: Customer Service Officer

Location: Abuja

Region: Sub Saharan Africa

Department: Exams, Nigeria

Job Category: Customer Services

Pay Band: 4

Purpose of Job

• To support the achievement of country plan objectives in Abuja and all Nigeria by delivering customer services.
• To maintain them at the highest professional standards as set out in the British Council's EQS (Examination Quality Standards) and by the IELTS Partners.

Context and Environment

• Customers and enquirers engage with the British Council Nigeria for a number of purposes with the majority being for examinations. Nigeria is the largest British Council exams business in the Sub Saharan Africa region. It administers exams in four subject areas: Schools, Professional/Vocational, and Educational on behalf of UK institutions and IELTS. In 2013-14 we will deliver roughly 75,000 exams to 25,000 candidates. The Nigerian team comprises 23 people; 15 are based in Lagos with 6 in Abuja and 5 in Port Harcourt.
• The SSA region delivers exams in over 20 countries from its offices in 16 of these countries. In 2010, we delivered a quarter of a million exams to over 120k candidates. Growth in the region is robust, but our challenges are many. Nevertheless, Exams teams are making solid gains in our 4 strategic priority areas, namely: improving business performance, improving quality, improving financial compliance and increasing impact.
• The post holder will be part of the team of 6 who administer the growing Exams business in Abuja ensuring quality and compliance as well as control of income and expenditure to deliver on target.

Accountabilities and Responsibilities(including people management and finance):

• As Customer Services Officer the post holder will be line managed by the Exams Services Manager in Abuja
• Quality: to deliver a high standard of customer service to our customers, schools and exams candidates. Performance is measured by our own Exams Quality Standards
• All administrative procedures are in full compliance with examination board regulations and EQS standards.
• Finance: all British Council standards for managing finances are met with relation to managing Purchase Orders, managing contracts and procurement.

Main Duties

To provide services that support all British Council customers and implement action points in the Nigeria Customer Service improvement strategy. This involves ensuring that:

• Front desk is always manned during operational hours
• Visitors are attended to immediately and appropriately
• Phone enquiries answered within 45 seconds of first ring
• Email enquiries are attended to promptly and escalated from regional email centre as per agreed service level agreement
• Daily / weekly balanced reconciliations are completed and "parked" on the financial system and spreadsheet.
• Complaints, comments and feedback are dealt with in accordance with corporate policy and the Exams Quality Standards.
• Provide support/assistance to the Exams Team on all aspects of Customer Service
• Use the E-Africa website as the single authoritative source of information for all enquiry handling
• To provide administrative support in the delivery of workshops, seminars and any other project related services in line with Exams Quality Standards (EQS)
• All service registration procedures (e.g. Exams, Certification and other programme registration) are fully understood and implemented to agreed standards.
• Information about the full range of British Council products and services is clearly and confidently articulated to customers, encouraging customer engagement and cross-selling
• To regularly attend staff meetings to both gain and impart knowledge about our customers, products and services
• Regular communication and working is maintained with back-of-house teams

Equal opportunity and Diversity:

• To ensure that planning, delivery and implementation of managed projects are executed in line with the standards of EO&D

Information Knowledge Management:

• Manage information created and received in compliance with British Council's information management standards, policies, the UK data protection principles and local legislation

Stock keeping of materials:

• Maintaining logs of preparation materials

Venue Staff and Clerical Markers Management:

• Assist in recruitment, training, monitoring of venue staff to board and EQS standards.

Exams Marketing:

• To assist Centre Manager in collecting qualitative and quantitative marketing data.

Finance:

• Ensure that payments are collected, receipts issued and accurately posted on the system

Deputising/sickness or holiday cover:

• To deputise, by agreement, for other examination colleagues in Abuja office.

Other Duties

• To discharge other centre-related duties and activities as directed by the Centre Manager

Key Relationships

• Internal: Abuja Exams team, Lagos team, Port Harcourt team, Country Exams Manager, Deputy Country Exams Manager
• External: Venue Staff, IELTS Examiners, Enquirers, Candidates, Customer Service staff

Person Specification

Behaviours

Essential:

• Connecting with others (essential): Making regular opportunities to understand others better.
• Working together (essential): Establishing a genuinely common goal with others.
• Being Accountable (more demanding)
• Shaping the future (essential):
• Look for ways in which we can do things better.
• Creating Shared Purpose (essential)
• Making it happen (essential):

Assessment Stage:

These behaviours will be needed to successfully carry out the role, but will not be assessed for recruitment purposes.

Skills and Knowledge

Essential:

• Marketing and Customer Service - Level 1
• Computer Skills - Level 1
• English Language proficiency to IELTS band 7.5 in all areas (or equivalent).

Desirable:

• Knowledge of the education and qualification systems in the UK and Nigeria

Assessment Stage

Short listing & Interview:

Experience

Essential:

• Dealing with customers and enquiries in a service environment.
• Providing and monitoring service within quality standards.
• Working quickly and accurately to tight deadlines.
• Experience of handling and reporting on payments from customers.

Desirable:

• Experience of delivering examinations in a timely and secure manner.
• Managing and training casual staff

Qualifications 

Essential:

• Education to degree level or equivalent

Application Closing Date

5th February, 2016.

Start Date

As Soon As Possible (ASAP).

How to Apply

Interested and qualified candidates should:

Click here to apply online

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British Council Nigeria Vacancy : Graduate Customer Service/Examinations Assistant

The British Council, the world's leading cultural relations organization is currently set to recruit for the positions of a Graduate Customer Service/Examinations Assistant. We creates opportunities for people in the UK and worldwide to understand each other, to work together and learn from one another. We see this as crucial to building secure, more prosperous and sustainable futures for us all. We build trust and understanding between different countries and cultures and develop strong international links that are of benefit to people in Britain and the rest of the world.

We are recruiting to fill the below position of:

Job Title: Customer Service/Examinations Assistant

Region: SSA

Location: Abuja

Department: Exams, Nigeria

Pay Band: 2/J

Reports to: Assistant Country Exams Manager

Purpose of the Job

• To support the achievement of country plan objectives in Nigeria by delivering customer services and examinations administration support.
• To maintain them at the highest professional standards as set out in the British Council's EQS (Examination Quality Standards) and by the Examination Board Partners.

Context and Environment

Customers and enquirers engage with the British Council Nigeria for a number of purposes with the majority being for examinations. Nigeria is the largest British Council exams business in the Sub Saharan Africa region. It administers exams in four areas: Schools, Professional/Vocational, and Tertiary on behalf of UK institutions and IELTS. In 2014 -15 we delivered 89,000 exams to 47,000 candidates. The Nigeria team comprises 31 people, 18 are based mainly in Lagos with 8 in Abuja and 5 in Port Harcourt.

The SSA region delivers exams in over 20 countries from its offices in 16 of these countries. In 2012, we delivered a quarter of a million exams to over 100k candidates. Growth in the region is robust, but our challenges are many. Nevertheless, Exams teams are making solid gains in our 4 strategic priority areas, namely: improving business performance, improving quality, improving financial compliance and increasing impact.

The post holder will be part of a team of 8 in Abuja who deliver customer service and administer the growing exams business ensuring quality and compliance as well as control of income and expenditure to deliver on target. This role will assist the delivery of exams in Abuja in addition to being a key member of the customer services team.

Accountabilities and Responsibilities

(including people management and finance)

• As Examinations/Customer Service Assistant the post holder will be line managed by the Assistant Country Exams Manager.
• Quality: to deliver a high standard of customer service to our customers, schools and exams candidates. Performance is measured by our own Exams Quality Standards and the inspection visits from Cambridge International Exams and other examination boards.
• Finance: all British Council standards for managing finances are met with relation to managing Purchase Orders, reconciling income, managing contracts and procurement.
• Reliability: to ensure examinations are delivered securely according to board requirements

Main Duties

Customer services:

• To provide services that support British Council examination candidates.
• Front desk is always manned during operational hours
• Visitors are attended to immediately and appropriately
• Phone enquiries answered within 45 seconds of first ring
• Email enquiries are attended to promptly and escalated from regional email centre as per agreed service level agreement
• Payments are collected, receipts issued and accurately posted on the system
• Daily / weekly balanced reconciliations are completed and “parked” on the financial system and spreadsheet.
• Complaints, comments and feedback are dealt with in accordance with corporate policy and the Exams Quality Standards.
• Provide support/assistance to the Exams Team on all aspects of Customer Service and Exams administration
• Use the E-Africa website as the single authoritative source of information for all enquiry handling
• To provide administrative support in the delivery of exams, workshops, seminars and any other project related services in line with Exams Quality Standards (EQS)
• All service registration procedures (e.g. Exams, Certification and other programme registration) are fully understood and implemented to agreed standards.
• Information about the full range of British Council products and services is clearly and confidently articulated to customers, encouraging customer engagement and cross-selling
• To regularly attend staff meetings to both gain and impart knowledge about our customers, products and services
• Regular communication and working is maintained with back-of-house teams

Examinations Administration:

• Providing administrative support in the delivery of examinations. This involves supporting colleagues in pre and post-test/examination administration duties. This includes exams data entry, post-despatch, assisting with session planning/implementation and examination invigilation.
• Supporting Exams Officers in venue staff monitoring and training.
• Conducting venue and school inspections.
• Supporting the wider British Council activities such as workshops, seminars and any other project related services in line with Exams Quality Standards (EQS)

Information Knowledge Management:

• Manage information created and received in compliance with the Council’s information management standards, policies, the UK Data Protection Principles and local legislation.

Other Duties:

• To assist with market testing of venues and other suppliers.
• Assisting with data collection for marketing purposes.
• To regularly attend staff meetings to both gain and impart knowledge about our customers, products and services
• To assist with any other duty examinations management deem necessary.

Key Relationships

• Internal: Customer service team, Abuja Exams team, Country Exams Manager, Deputy Country Exams Manager, Assistant Country Exams Manager, Head of Marketing, IELTS Administrator, Assistant IELTS Administrator, Training Manager, Customer Service Manager, Regional Sales Managers, Centre Manager Port Harcourt, Exams Officers in Lagos and Port Harcourt, Customer Service Staff Nigeria, Finance Manager Nigeria, Schools and Project Managers etc
• External: Enquirers, Examination candidates, Venue staff, Venue suppliers, Representatives of Schools, IELTS Examiners.

Other important features or requirements of the job

(e.g. travel, unsocial/evening hours, restrictions on employment etc)

• IELTS tests are usually held on Saturdays and Sundays and some early evenings. Professional and vocational examinations are also occasionally held on Saturdays. Rostered working on Sundays and some evenings is required. Travel to administer/monitor IELTS tests in centres outside of Abuja is required.
• Test deadlines are absolute; therefore, out of office hours working may be required to meet these deadlines. Travel to administer/monitor examinations in centres outside of Abuja may be required. Overnight stays and weekend working may be required. Flexible working hours during peak periods (May/June & November/December) for CIE, ACCA, University of London etc is required

Person Specification

Qualification

• Completed secondary education to 'A' level standard or equivalent. (essential)
• University Degree in any subject. (desirable)
• BTEC Examinations Administration Level 1. (desirable)

Assessment Stage:

• Short listing

Experience

• Dealing with customers and enquiries in a service environment and providing service within quality standards. (essential)
• Working quickly and accurately to tight deadlines. (essential)
• Experience of administering examinations. (desirable)
• Experience of managing/supervising a group of people to achieve a specific purpose.(desirable)

Assessment stage:

• Short listing and Interview

Skills and KnowledgeEssential

• Ability to use Microsoft Office Word and Excel. (essential)
• Ability to read and write in English at C1/IELTS 7.0/CAE level. (essential)
• Customer service level 1 (essential)
• Knowledge of the education and qualification systems in the UK and Nigeria. (desirable)

Assessment stage

• Short listing

Behaviours

• Connecting with others (essential)
• Working together (essential)
• Being accountable (essential)
• Creating shared purpose (essential)
• Connecting with others (essential)
• Shaping the future (essential

Assessment Stage:

• Interview
• These behaviours will be needed to successfully carry out the role, but will not be assessed for recruitment purposes

Application Closing Date

24th September, 2015.

How to Apply

Interested and qualified candidates should:

Click here to apply online

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British Council Nigeria Vacancy : Graduate Regional Resources Assistant

The British Council currently recruits for the position of suitable and qualified Graduate Regional Resources Assistant. We are a world's leading cultural relations organization and creates opportunities for people in the UK and worldwide to understand each other, to work together and learn from one another. We see this as crucial to building secure, more prosperous and sustainable futures for us all. We build trust and understanding between different countries and cultures and develop strong international links that are of benefit to people in Britain and the rest of the world.

We are recruiting to fill the below position:

Job Title: Regional Resources Assistant
Duration of Job: 1 year
Location: Maiduguri

Report to: Interventions and Development Manager

Purpose of job

• To manage the resources function of the Nigeria Stability and Reconciliation Programme regional offices in line with the programme strategy, implementation plan and financial plan and to client and corporate standards.

Context and EnvironmentNigeria is the British Council's largest operation in SSA with offices in four cities: Lagos, Port Harcourt, Abuja and Kano. NSRP is a DFID-funded programme managed by the British. Council (who lead a consortium including International Alert and Social Development Direct.) that aims to enhance collective efforts to identify and respond effectively to potential sources of violent conflict in Nigeria and reduce the negative impacts of conflict on the most vulnerable among the Nigerian population.

The programme operates from five regional offices in Nigeria with a programme management unit situated in Abuja. The Resources Assistant will be based in NSRP regional office in Maiduguri and may be required to travel to other regional offices and the Abuja office periodically. The post will form part of the programme support team.

The post holder must have the ability to work in difficult environments, often with limited infrastructure or support facilities. The programme will link closely with other BC-managed work in Nigeria, notably the.Justice For All (J4A) programme. The post holder will work closely with the Security Coordinator, Regional Managers, Facilities & Procurement Manager, Facilities & Procurement Officer, Logistician, Resources Assistant - Abuja, Programme Officers, Programme Assistants and the finance team and will report to the Interventions and Development Manager.

Accountabilities, Responsibilities and Main Duties

Accountabilities:

• Accountable for ensuring that regional office resources/administrative functions support the operations of the NSRP regional offices

Responsibilities and Main Duties:

• Facilities Logistics Management - 30%:
• Handle arrangements for all incoming visitors to the NSRP regional office including transport and accommodation arrangement.

Main duties will include:

• Ensure transport arrangements for all incoming staff/consultants to the NSRP regional office are in line with NSRP policies.
• Ensure hotel accommodation reservations are made on time
• Ensure that staff/consultants concerned are informed on arrangement for their transport and hotel accommodation.
• Ensure that appropriate service contracts are in place for the regional facilities and necessary services for the equipment are carried out within schedule

Workshop Management - 20%:

Assist with the management of the logistical arrangements for all workshops, events and meetings

Main duties include:

• All workshop logistical arrangements are in line with NSRP workshop manual
• Procurement of workshop items are in line with procurement policy
• Undertake logistical support to designated workshops, meetings and events according to stated requirements.
• Workshop activities are smoothly carried out.

Office Management - 20%:

• Maintain appropriate filing system, accountable stationary register, and asset register (in liaison with the facilities & Procurement Officer), so that all contracts, reports and correspondence are filed properly, and all stationary and equipment are recorded correctly.

Main duties include:

• Ensure that all documents are accurately filed
• Ensure accountable stationary register is up to date
• Ensure asset register reflects all items of equipment in the office.
• Ensure that stock card is maintained for the recharge cards.

Procurement - 15%:

Liaise with all outside contractors and service suppliers concerning all services/utilities supplied to the regional office. Order all stationary and replenishables (tea items and recharge cards) for the regional offices. Liaising with NSRP Facilities & Procurement Officer. Main duties include:

• Ensure that all procurement are in line with NSRP procurement policy
• Ensure that purchase orders (P0) are raised before ay services are carried out or goods are supplied by selected vendors, and all payments and approvals are in line with NSRP policy and delegation of authority

IT Management - 15%

Assist with the maintenance of regional office IT infrastructures liaising with J4A IT Manager. Main duties include:

• Ensure that regional IT equipment are properly maintained and serviced when due
• Ensure that regional GTI laptops are functioning well and that regional staff have appropriate access
• Escalate on timely basis any IT issues to be resolved

Key Relationships

• Internal: Regional Managers, Security Coordinator, Facilities & Procurement Officer, Logistician, Regional Programme Officers, Driver/Office Assistants.
• External: External relationship management where appropriate (i.e. linked to function of role), to include: consultants, suppliers, external partner organisations, etc.

Person Specification

Behaviour

Essential:

• Creating Shared Purpose: (Essential) Communicating an engaging picture of how we can work together.
• Connecting with Others: (More demanding) Actively appreciating the needs and concerns of myself and others.
• Working Together: (More demanding). Ensuring that others benefit as well as me
• Being Accountable: (Essential). Delivery my best work in order to meet my commitments
• Making it Happen: (Essential) Delivering clear results for the British Council.
• Shaping the Future: (Essential) Looking for ways in which we can do_things_better.

Assessment Stage:

Interview only

Skills and Knowledge

Essential:

• Logistics and Procurement
• IT Skills

Qualification

Essential:

• First Degree or equivalent.

Experience

Essential:

• Not less than one year experience in Logistics and Procurement
• Similar sector experience

Assessment Stage:

Shortlisting and Interview

Application Closing Date

2nd March 2015.

How to Apply

Interested and qualified candidates should:

Click here to apply online

Click here to download job details (Pdf)

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