Role ProfileRef no:

/ Role Profile
Job Title / Assistant Manager, Customer Management (Exams)
Directorate or Region / East Asia / Department/Country / Thailand
Location of post / Bangkok / Pay Band / H
Reports to / Examinations Services Manager / Duration of job / Indefinite
Purpose of job:
Through the management of the Exams Customer Management Team deliver a high quality and efficient integrated customer service experiencefor customers meeting all British Council Key Performance Indicators (KPIs) for customer satisfaction. By converting enquiries into sales support the wider exams team to achieve its annual business targets.
Context and environment:
The Thailand Exams business will deliver over 20,000 exams in 2014-15 with a team that consists of 10 people, supported by 50 examiners and 70 invigilators. We offer IELTS, Aptis, Professional and Educational exams and work in a fiercely competitive market.
By 2020, within EA Exams we are looking to double our impact, both in terms of exams delivered and income.
Accountabilities, responsibilities and main duties:
To manage the dailyoperations of the Exams Customer Management Team by:
  • Deploy resources effectively to deliver high quality service to customers during core hours
  • Ensure all enquiries are followed-up when a customer does not sign up for an exams product to make a sale
  • Monitor the quality of service being providedby Customer Management Executives though KPI indicators and take action where there is underperformance
  • Build and manage self-help customer channels for post-test enquiries.
  • Acquire and maintain an excellent level of product knowledge at all times
  • Manage all exams related complaints
  • Oversee housekeeping of customer service area to ensure the physical layout of the 1stfloor is welcoming, tidy and professional
  • To ensure the telephone and ticketing system work properly and able to generate reports to assist the exams team to make business decisions
  • To be responsible for the telephone system and recording ofmessages for exams, such as updating bad weather arrangements on the telephone system as required.
  • To be proficient in using relevant systems, such as CRM and on-line booking systems
  • Daily enquiry/registrations reconciliation - ensuring CM Executives maintain accurate statistics
  • Prepare monthly commission payments for Exams Customer Management Team
  • To ensure CM Executives maintain accurate examinations statistics.
  • Effective line management of Customer Management Executives/Ad-hoc helpers as per British Council guidelines following Essential Personnel Procedures and Performance Management
Other Duties/Responsibilities
  • Any other duties as assigned by the Line Manager
  • Work effectively with the wider Sales and Customer Management Team to enable knowledge sharing of best practice
  • Participate at Sales & Marketing Events, Open Days, Parent Events, Seminars, Evening Receptions
Key relationships:
External: Customers
Internal: Exams Team, Sales & Customer Management (Teaching Centre), IT Team, Resources Team, Regional Exams Customer Management Team
Other important features or requirements of the job
The successful candidate will work a 5-day week on a shift system from Monday to Saturday. Evening and weekend working is part of the rota.
Please specify any passport/visa and/or nationality requirement. / Right to work in Thailand
Please indicate if any security or legal checks are required
for this role. / DBS/Police Checks, Pre-employment medical check up

Person Specification

Essential / Desirable / Assessment stage
Behaviours / Connecting with others
Making regular opportunities to understand others better (Essential)
Making it happen
Challenging myself and others to deliver and measure better results (More demanding)
Being accountable
Delivering my best work in order to meet my commitments
(Essential)
Working together
Establishing a genuinely common goal with others (Essential)
Shaping the future
Looking for ways in which we can do things better (Essential)
Creating shared purpose
Communicating an engaging picture of how we can work together (Essential) / Performance management
Shortlisting & interview
Performance management
Shortlisting & interview
Shortlisting & interview
Performance management
Skills and Knowledge / Strong administration skills
Competent IT skills
Accuracy (very high level of accuracy is required for all tasks)
Excellent customer care skills (pleasant telephone manner & excellent counter service)
Good written and oral communication skills in English and be fluent in Cantonese / Knowledge of CRM
Able to communicate in Mandarin
Complaints handling / Shortlisting, interview and test
Aptis test (B2)
Writing & Reading
Experience / At least 2 years ofsupervisory / managerial experience working in a service/sales environment, preferably in the service industry / Short listing, interview, references
Qualifications / Diploma/Degree in any discipline / Short listing and interview
Submitted by / Supanee Boonpakorn / Date / 28 August 2014