The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each other's strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Employment Type : Fixed term 1 year (renewable)   |   Location: Seoul - Euljiro   |   Salary: Pay Band J
 
Role Purpose
•    To secure excellent sales results whilst ensuring a high-quality customer experience in handling enquiries about our English language
•    To ensure a high quality, efficient integrated customer service experience for all new and existing students across the British Council Teaching Centre.
•    To act as British Council's ambassador and provide top quality services to all new and existing customers meeting all Key Performance Indices and deliver Sales and

     Customer Management targets in order to enable the British Council to meet its business targets and objectives   

Main opportunities/challenges for this role:

•    To ensure both team and individual sales revenue targets are met or exceeded
•    To ensure team KPls targets (consultation turn-up rate, conversion rate, re-registration rate, refund rate, participation rate) are met or exceeded
•    To ensure customer satisfaction targets are met or exceeded

 
Main Accountabilities

Sales and Customer Management
New registration and Re-registration of students for Teaching Centre sales
•    Provide face-to-face & online consultations to all customers in the centre by finding out their needs, issues and concerns and recommending a course that best suits them 
•    Close the sale, maximising enrolment and protecting target achievement 
•    Be accountable for refund requests of sales made and minimize the refunds 
•    Proactively present accurate and relevant Selling Points and Unique Selling Points on services offered by British Council Korea 
•    Be the Single Point of Contact for prospects, guiding them through the journey from first enquiry to final sale 
•    Maximize opportunities for cross selling and up selling 
•    Maximise conversion rates of enquiries to sales figures by communicating features and benefits of BC offers, convincing and persuading prospects to enrol 
•    Conduct phone-based surveys/follow up from time to time on why students did not register with us or return to us 
•    Register/waitlist students in appropriate classes and details are entered on the British Council system accurately 
•    Be accountable for monthly sales targets by maximizing new and re-registration

Customer Service Duties
•    Handle face-to-face & online (phone & email) enquires from customers meeting British Council standards in a warm, professional manner 
•    Be the first point of contact at Front of House for refund request and resolve all complaints/feedback 
•    Ensure that all records are updated and maintained accurately in a timely manner from time to time 
•    Distribute promotion materials to customers 
•    Support the students' events and promotions

Other Customer Liaison and Follow Up
•    Revisit lapsed students via phone to reintroduce them to our products (warm calling).
•    Conduct phone-based surveys from time to time on why students did not register with us or return to us. 
•    Follow up with existing students actively with all products of students 
•    Handle with students who are absent, level changes, concern about the study etc. 
•    Arrange and support meetings with teachers and translation 
•    Ensure that all existing customers are informed of re-registration periods in writing, telephone calls in a timely manner. 
•    Provide post-sales customer management support to all Teaching Centre students as required from time to time in a professional manner meeting Council KPls 
•    Proactively share feedback received from current customers with the academic team to improve customer satisfaction

Support Duties
Product Knowledge
•    Acquire and maintain an excellent level of product knowledge at all times 
•    Liaise and train via product owners will be a necessary part of this with a proactive approach required at all times 
•    Observe classes and hands-on experience of the product is required

Offer Knowledge
•    Acquire and maintain an excellent level of pricing, discounting and offer or package knowledge at all times in order to be able to counsel and guide students in their study

     pathways 
•    Liaise and train via sales and customer managers will be required-a proactive approach, including input and feedback from frontline customer experience is expected

Systems
•    Be proficient in using relevant systems, such as online booking system, OBS, CRM and TCMS to ensure the smooth operation of the Teaching Centre

General duties
•    Administrative duties in support of the Teaching Centre Business Support team's operation, as designated by managers, attendance at regular professional development,

     training and skills programmes as required, any other duties or project work as assigned by the line manager 
•    Monitor equipment and furniture in FOH area to ensure in good working order/condition and stationary stock check in all classroom 
•    Ensure that all databases and reports are updated and recorded in timely, accurate manner.

Project Work 
•    Participate in projects as agreed in the performance management and professional development 

Other Responsibilities and Main Duties 
As part of the wider Sales and Customer Services team serving both new and existing customers you will be required to support and assist your colleagues from time to time in tasks that ensure the smooth running of the Teaching Centre. This might include registering students, participation at Open Days, Parent Events, Seminars, Evening Receptions and Offsite Branch and Examination Promotions, for example.

Role requirements :
•    Applicant must have the right to live and work in the country in which the role is based.

•    University degree
•    At least 1-2 years of experience of working in a customer service/sales environment (and/or in the same industry)
•    Written and oral communication skills in English (equivalent to IELTS AC module 6.5)
 
Role Benefits :
Professional development opportunities
Leave and Holidays
Statutory benefits

Closing date for application.  Sunday, 30th April 2023 - 23:59 Seoul Time (GMT+09) 

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment.  We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability.  All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please email askhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.