Job DescriptionRef no:

/ Role Profile
Job Title / Examinations Customer Services Manager
Directorate or Region / SSA / Department/Country / Exams/South Africa
Location of post / South Africa / Pay Band / Country Appointed PB 6/Grade G
Reports to / Country Examinations Manager / Duration of job / Indefinite
Purpose of job:
To support Examinations delivery in South Africa, Botswana, Namibia, Mozambique and Malawion issues ofcustomer service and develop new business opportunities for our IELTS test. The principal area of responsibility is to: ensure the highest customer service standards inour face-to-face, telephone and online communications with customers that enables the expansion of our business.
Context and environment:
South Africa is animportant exams operation for the British Council inSub-Saharan Africa –delivering approximately 20,000 exams annually, as well as having responsibility for the delivery of exams in four other African countries (we call this cross-border collaboration CBC). The exams portfolio is diversified but our 2 major products are IELTS and School exams. We have offices in Johannesburg and Cape Town but run examinations in multiple locations (including 10 cities for IELTS).
The SA team comprises a Country Examinations Manager, Exams Operations Manager, Customer Services Manager,4 Examination Officers, 1 Exams Finance Officer, 3Exams Assistants and 3 Customer Services Officers. TheCustomer Services Manager post line managesthe 3 Customer Services Officers.
We administer over 20,000UK exams per year. Our business has grown sharply in the last 12 months. The exams business of South Africa and the CBC includes examinations for IELTS,Professional, University and Schools exams. In 2015 we will promote a new test, Aptis, to companies and institutions in South Africa.
As well as South Africa, we also administer exams in Namibia, Botswana, Mozambique and Malawi.
Challenges of the job include:
  • Achieving business plan targets through effective marketing strategies.
  • Identifying new markets and product opportunities to ensure continued growth, including British Council Tests
  • Leading on key relationships with South African immigration agents and converting these to business gains
  • Supporting customer service and business development practice in other CBC offices
The post holder will need to have a creative approach to problem solving, have to deal with a multitude of demands on their time and will need drive, commitment and an ability to remain focused under pressure, as well as credibility with a network of contacts within the region.
Accountabilities, responsibilities and main duties:
The post holderwill be accountable to the Head of Examinations for the customer service element of our examinations work to ensure that annual plans, targets and corporate standards are met.
The post holder will be responsible for leadingcustomer service and IELTS business development in South Africa, Namibia, Botswana & Mozambique.
Specific dutieswill include:
  • Customer Services
  • Deliver an effective and high performing customer service operation
  • Delivery of South Africa Customer Service Strategy – this entails developing a country specific strategy and plans in consultation with exams and programmes stakeholders and the Regionals Customer Service lead
  • Responsibility for the effective running of our online IELTS payment system
  • To be the process owner for the Customer Management Framework implementation.
  • To lead staff in an effective and pro-active manner and to ensure accountability and delivery of services. To manage the development and professional training of Customer Services staff.
  • Monitor customer satisfaction using scorecard questionnaires and act on feedback.
  • Conduct regular meetings with clients to monitor and improve customer services delivery.
  • Development of services and systems that meet both customer and operational needs –Implement customer and market analysis and research and feedback processes and analyse the data (including corporate ‘Scorecard’ data) to inform service quality development.
  • Specifically but not exclusively designs and delivers services that take account of equal opportunities & diversity
  • Working with the Country Examinations Manager & Business Support Services to ensure accessibility of services and premises for those with special needs
  • Conduct regular meetings with exams clients to find out how we are doing and what can be done better
  • Effective and efficient management of the customer service resource – Ensure teams are appropriately and efficiently staffed to meet operational requirements; have the right balance of skills and experience, with appropriate levels of responsibility and have adequate information/knowledge to deliver the customer service strategy. Provide periodic updates to management to the customer service operation.
  • Business Development
  • Planning for Growth – responsibility for increasing the number of IELTS and School examinations as outlined in the Marketing Action Plan (MAP); working with Country Examinations Manager on planning targets for future years.
  • IELTS recognition – to follow a strategy as agreed with Country Examinations Managerto raise awareness of IELTS in Universities and tertiary education sectors also to target market segments, immigration agents and educational agents.
  • To build and maintain relationship with existing and potential clients in order to grow the business.
  • To develop and manage a programme of visits to immigration agents, language schools, education fairs or expos, professional organisations and other potential partners and clients to meet business targets.
  • To collect and analyse qualitative and marketing data in order to contribute to the marketing action plan and support business development.
  • Budget monitoring and management
  • Ensure marketing and business development activity expenditure is in line with the planned budgets as allocated on the business plans.
  • Report on marketing expenditure and retain value for money.
  • Relationship Management
  • Manage relationships with educational and immigration agents, exam boards and supplier schools as required.
  • Marketing and Communications
  • Implement systems for gathering market intelligence (data collection and analysis, competitor analysis, market sizes and trends, swot/pest, etc.), develop strategies for optimum business performance and develop and implement Marketing Action Plan, produce monthly reports for country and regional management, brand management, develop promotional campaigns, application and analysis of mandatory British Council customer satisfaction surveys.
  • Work alongside the communications team – to design and implement the delivery of exams marketing and communication strategies both traditional and online
  • Oversee all exams communication with customers
  • Ensure the needs of our diverse customers are met in line with our Equal Opportunities policy.
  • To manage and monitor our online presence – e.g. Website, Facebook, Twitter to ensure that information is up to date and our impact is communicated to the target audience as per our brand guidelines.
Line Management
  • To line manage and motivate the Customer Services team to achieve challenging objectives.
  • In accordance to corporate performance management system, lead the Customer Services team in delivering agreed strategy and plans, monitoring progress and reviewing as required.
General Management
  • To contribute to the South Africa & CBC team objectives by attending and contributing to staff meetings
  • To substitute for management of exams team.
Key relationships:
Customer serviceplays a crucial role forming the link between the public and the rest of our operation. The first impression most of our customers form about the British Council is gained from their interaction with our customer service team members. Delivering the highest customer service standards, efficient communications and the building of effective relations are priorities for this post.
Internal –, Country Exams Manager, Exams team, Resources team, , Regional Customer Services Manager, Country Director.
External – Exam board representatives in the UK & SSA region, Associate Schools & Home Schools for Cambridge International Exams, Supplier Language Schools for IELTS, IELTS centres in Namibia, Mozambique, Botswana & Malawi, offsite venues, IELTS immigration agents.
Other important features or requirements of the job
(e.g. travel, unsocial/evening hours etc)
Travel to promote examinations and training events in centres in and outside of South Africa is required and requires regular work outside contractedhours, for example at weekends. TOIL should be agreed with the line manager in advance to maintain an adequate work-life balance. The postholdermay be required to travel abroad on BC business and should therefore hold valid travel documents.
Right to live and work in South Africa
Please indicate if any security or legal checks are required
for this role. / Policy Clearance required for all in the employment at BC South Africa
Successful candidate will have to satisfy British Council Child Protection requirements

Person Specification

Essential / Desirable / Assessment stage
Behaviours /
  • Creating shared purpose (Essential)
  • Connecting with others (More Demanding)
  • Working together (Essential)
  • Being accountable (More demanding)
  • Making it happen (More demanding)
  • Shaping the future (More demanding)
/
  • Interviewing
  • Interviewing
  • Interviewing

Skills and Knowledge /
  • Marketing & customer service (Level 2)
  • Business management and development (Level 2)
/
  • Communications (Level 2)
  • Computer skills (Level 2)
  • Financial management (Level 2)
/
  • Shortlisting
  • Interviewing
  • Interviewing

Experience / Previous general management /
  • Previous work experience in exams,sales or hospitalitymanagement
/
  • Shortlisting & interviewing

Qualifications /
  • Matriculation graduate
/
  • 1st degree in any discipline
  • Marketing or communications qualification
/
  • Shortlisting
  • Shortlisting
  • Shortlisting

Submitted by / Thenjiwe Ntini / Date / 29March 2015

1 of 6