Job description/person specification

Job title E&E Customer Services Assistant Department/office Tunis

Job holder Job code CSA

Job type Full-time Pay band J

The United Kingdom’s international organisation for educational opportunities and cultural relations. We are registered in England as a charity. Revised April 2005
 Registrar and Administration Post-related
Line manager
Manager allowances

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The job description/person specification should be reviewed on a regular basis. Guidance on completing job descriptions using
competencies can be found on the Competency Dictionary section of the HR homepage at
http://bcnet.britishcouncil.org:8000/hr/dictionary/index.htm. If you propose to make significant changes to it, you should seek advice
from your HR Services team. If it is for a new post or you propose a change in the grading of the post, you must refer it to your HR
Services team (UK) or your HR geographical consultant (overseas staff). If you have line management responsibility, you must
include an explicit duty relating to this.
All information must be in line with the British Council’s equal opportunity policy.

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 To project a professional image of British Council and provide a high quality, welcoming and
Job aim efficiently integrated enquiry and registration service for the full range of the British Council’s
English and Exams activities, product and services.
Number of staff managed 0 As line manager 0 As countersignatory 0

Finances managed £0.00

State what percentage of the job is represented by each duty.

Duty and standards – measurable in terms of time, cost, quality or quantity.

E&E Sales and customer services
- Proactively sell Teaching Centre and Exams products and services to customers
- Respond to all customer enquiries regarding TC and Exams products and services (F2F, phone and email)
- Process all types of customers (individual, company sponsored, corporate) through all stages necessary for
registration on a TC course or Examination
1 Duty (55%) - Communicate with customers to keep them aware of their situation (e.g. confirmations for company
sponsored students, class closures, places available for waiting list students etc) as necessary
- Deal with requests for changes in registration (transfers, cancellations, movements etc) and do credit notes,
refunds as necessary
- Manage a portfolio of corporate clients: off site contracts from initial contact through contract signing to end of
course processes, and on site company sponsored
- Perform daily reconciliation and revenue banking as required
- Comply with corporate standards regarding E&E registration as set out in Essential Finance, Easy Step
Guides/Campus procedures, Exams Quality Standards, Teaching Quality Standards, the Customer
Management Framework and Equal Opportunities & Diversity Framework
- Accurate use of Campus and ESOL software (or manual systems when necessary)
Standards - Accurate checking of registration required documents, cash and cheque handling, receipt issuing following
BC procedures
- Accurate daily revenue reconciliation for E&E following EF guidelines and local policy and procedures
- No complaints about enquiries being inadequately handled
- Customer Satisfaction Survey results meet agreed targets
E&E Administrative Support
These and other ad hoc duties as necessary will be split between the 4 E&E SAs according to need. They will
include:
- Ensuring new classroom timetables are displayed at the beginning of each term
- Maintaining E&E noticeboards
- Providing support in conducting and collating market research, including annual competitor survey
- Assisting in the collection of scorecard data
2 Duty (20%) - Assisting in the production and disemmination of E&E communications
- Printing registers and giving them to teachers at the beginning of term and after the register check is carried
out
- Keeping the admin folder related to registration up to date on the G drive and preparing hard copies (in case
the system goes down)
- Collecting and issuing stationery orders for TC weekly
- Maintaining stock records for TC stationary and certificates

- Corporate standards as set out in Essential Finance, Easy Step Guides/Campus procedures, Exams Quality
Standards Standards, Teaching Quality Standards and the Customer Management Framework
- Local policy and procedures
Financial Support to E&E
4 Duty (5%)
- Issue purchase orders and travel claims as necessary for the TC
- Corporate standards as set out in Essential Finance, Easy Step Guides/Campus procedures, Exams Quality
Standards, Teaching Quality Standards and the Customer Management Framework
Standards
- Local policy and procedures
- Any inaccuracy is reported on the same day to RAM

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 TC Trade Debtors Management
5 Duty (20%) - Manage a portfolio of trade debtors (including own portfolio of corporate clients + a portfolio of companies
which sponsor students)
- Corporate standards as set out in Essential Finance, Easy Step Guides/Campus procedures, Exams Quality
Standards, Teaching Quality Standards and the Customer Management Framework
Standards
- Local policy and procedures
- Consult with RAM when TC policy is not applicable.

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Person specification
• Use the Behavioural competency dictionary (which you will find within the Competency Dictionary Section of the HR homepage
at http://bcnet.britishcouncil.org:8000/hr/dictionary/index.htm) to help you list here the relevant behavioural competencies
needed for the job – aim for no more than six. Assign the appropriate level to each competency.
• Use the Role profile dictionary to help you list the relevant skills, knowledge and experience needed for the job. Include any
specialist qualifications.
• You should not state requirements which could potentially disadvantage particular groups or individuals, e.g. previous
experience in a British Council office overseas.
• Indicate whether each criterion (behavioural competency, skill, knowledge and experience) is essential (E) or desirable (D) for
selection and recruitment purposes.
• For recruitment and selection purposes state also how evidence of each criterion will be assessed. You may state one or more
of: application form; performance evaluation; interview and, where appropriate, presentation exercise or specialist test. (You
should aim for no more than six criteria to be assessed by interview.)

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Criteria: behavioural
competencies (assign levels),
skills, knowledge experience, and
specialist qualifications.
Customer Service Orientation
level 2: Adds value. Keeps
1 E
customer up to date and
informed.
Flexibility - level 2: Responds
2 effectively to changing
circumstances.
Professional Confidence - level 1:
3 Is confident in own role. Works
without needing direct supervision
Self Awareness - level 1:
Recognises emotions. Accepts
4 E
feedback from others without
being defensive.
Team working - level 2: Speaks
positively of others. Actively
5 E
includes individuals from diverse
backgrounds in team activities.
Achievement - level 2:
understands and works towards
6 goals set by others.
Acknowledges the contribution
and work of others.
IT skills - competent user of MS
7 E
applications and internet
Very good level of spoken and
8 written French and Arabic (CEF
C1)
9 Good level of English (CEF B2)
Indicate which
State how each criterion
Essential (E) Which duties does criteria will be used
will be assessed for
or desirable this criterion for recruitment and
recruitment and selection
(D). support? selection (aim for
purposes.
no more than six).
Application form, interview,
All Yes
performance evaluation
Application form, interview,
E All Yes
performance evaluation
Application form, interview,
D All Yes
performance evaluation
Application form, interview,
All Yes
performance evaluation
Application form, interview,
All Yes
performance evaluation
Application form, interview,
E All Yes
performance evaluation
Application form, interview,
All Yes
performance evaluation
Application form, interview,
E All Yes
performance evaluation
Application form, interview,
E All Yes
performance evaluation

List here any special requirements of the job, e.g. occasional unsocial hours, flexible working. It is assumed that all jobs can be
job-shared unless valid reasons are given below. Disability is not normally a disqualifying factor for a job.

Authorisation
Line manager’s name Faten Amamou

Post title Registrar and Administration Manager Department/country Tunis

Signature Date

Name

Signature Date