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Role Profile

Job Title Customer Services Officer

Directorate or Region SSA Department/Country Teaching Centre/Mozambique

Location of post Pay Band Country Appointed PB 4
Customer Service
Reports to Duration of job Full-time

Purpose of job:

To contribute to the smooth running of the British Councils teaching and exams operations in
Mozambique by delivering high quality customer service as part of a larger team that is in line with
corporate standards and policies. The postholder will be the first point of contact for visitors, providing
information about our services, taking payments, receiving incoming calls and forwarding them to other
colleagues. You will also manage client accounts, our client database and deliver any related
administrative, financial and marketing activities, demonstrarting the highest standards of customer
service at all times.

Context and environment:

The British Council is the UKs international organisation for cultural relations and educational
opportunities. We create friendly knowledge and understanding between the people of the UK and other
countries. We do this by making a positive contribution to the UK and the countries we work with
changing lives by creating opportunities, building connections and engendering trust.

The British Council has been working in Mozambique since 1989 and has a thriving and rich range of
services it offers, primarily in the areas of English, Education and Exams. The teaching centre in Maputo
provides English language courses to members of the public and to employees sponsored by their

Accountabilities, responsibilities and main duties:

The post holder will be accountable to the Customer Service Manager (CSM) and will be responsible for
providing customer service and administration support to Teaching Centre and Exams as part of a team
who all have a collective responsibility to deliver British Council services to the highest standard. S/He
will lead on the British Councils Facebook posts and SOLAS website updates.

Customer service:

To provide a consistent and positive customer experience in line with Mozambiques Customer
Service Strategy and relevant corporate standards and polices.
To provide energy and purpose in following the Marketing Action Plan and Academic Quality Plan in
agreement with the CSM and Academic Manager (AM) with a view to achieving annual student
numbers and income targets.
To handle first level enquiries received in person, by email or telephone on relevant aspects of the
British Councils activities / products, in a friendly and professional manner, in line with Customer
Service standards and, forward all 2nd level enquiries to relevant colleagues, ensuring they are
attended to within specified timelines.

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Role Profile

To update and maintain standard responses and other information for enquiry handling and send out
information by mail or telephone about British Council activities.
To carry out all reception and registration duties as required by CSM and AM in line with relevant
corporate standards and policies.
To participate in British Council activities as and when they occur, providing an effective presence,
and ensuring that our requirements are met whenever activity takes place.

Administration duties including (but not limited to):

To register / reserve / waitlist students in appropriate classes and details are entered on Campus and
TCMS (once rolled-out in Mozambique) accurately, in a professional and friendly manner.
To create classes, print Campus registers and make-up register folders, ensuring these are ready for
teachers by the start of the class.
To support the delivery of examination services / products (E.g. processing exam applications) to
internal and external customers to defined quality standards, in order to meet customer needs,
support the delivery of the In-Country Examinations Business Development Plan and, to enable the
Council to meet its corporate objectives.
To cross-sell relevant British Council services and products where appropriate.
To record all forms of customer data and records accurately (E.g. EPRR dashboard activities) to
meet corporate CS standards (E.g. Customer Management Framework, Mystery Shopping).and
inform strategic decision-making.
To be responsible for recording and maintaining promotional material; order promotional material for
all Teaching Centre activities, supporting the effective implementation of the BCs corporate brand
identity to required standards.
To ensure ad-hoc helpers / ambassadors / interns are adequately trained & updated to deliver
excellent customer service.
To check front of house displays / noticeboards / display stands and classroom notices daily.
To maintain an up-to-date contact database of all our customers, in relevant segments, within the
agreed contacts spreadsheet.
To distribute, collect and collate satisfaction surveys for all regular public courses into the agreed
documentary scorecard management system to agreed timings and standards.
To attend an agreed schedule of regular customer service meetings and draft the minutes to the
agreed standard.
To check the Customer Feedback box daily, responding to all feedback and customer comments and,
where necessary, forwarding to relevant colleagues, ensuring they are attended to within specified

Business Development:

To actively seek new business partners to expand British Council market capture in Mozambique
Manage a portfolio of Business Partners following CRM guidelines and procedures and regularly
report on activity.


To follow-up on teaching centre aged-debt chase up debtors, complete weekly updates and provide
commentary, including the Aged-debtors Report, to the Customer Services Manager and Head of
Finance prior to FCCF meetings.
To collect and report money collected from customers for placement tests / courses / books /

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Role Profile

examination registrations and other products / services on a daily basis according to FCCF and audit
requirements, through cash desks and by issuing receipts for all income received; reconciliation and,
processing refunds. Cash desks must be balanced and closed with actual received income
To record all corporate clients, sponsored students and all RPC students on Campus.
To invoice corporate clients and exercise meticulous record keeping within the agreed documentary
frameworks including daily updates to key management tools such as the Client Relationship
Management (CRM) spreadsheet..

Key relationships:

The Customer Services team plays 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 the
customer experience delivered by the Customer Services Team. Effective, efficient communications and
the building of effective relations is therefore a priority for this post.

Internal: Customer Services Team, Customer Services Manager, Academic Manager, Teachers,
ExamsOfficer, Finance and Resources team, and Country Director.

External: Individual learners and parents, existing and potential corporate clients, exam candidates,
visitors and other stakeholders.

Other important features or requirements of the job:

Given that the Teaching Centre is open on Saturday mornings for young learner classes, regular
weekend working will be required.
Time Off In Lieu (TOIL) should be agreed with the line manager in advance to maintain an
adequate work-life balance.
A willingness to develop and grow skills and experience through training, collaboration with
colleagues and initiative.
Ensure safeguarding and guidelines are applied and upheld in line with standards and policy for
the following areas:
Child Protection
Equal Opportunity and Diversity
Health and Safety
Information Knowledge Management

Please specify any passport/visa

Right to live and work in Mozambique
and/or nationality requirement.
Please indicate if any security or
Declaration stating no criminal convictions required for all in the
legal checks are required
employment of BC Mozambique
for this role.

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Role Profile

Person Specification

Essential Assessment stage

Working together (Essential)

Making it happen (Essential) Interview
Being accountable

Behaviours Creating shared purpose

Required for the
Shaping the future
position but not
used in recruitment
Connecting with others process

Skills and Using technology (Level 1)

Operates as a basic user of
information systems, digital and
office technology Able to use office Shortlisting
software and British Council systems to
do the job and manage documents or

Planning and Organising

(Level 2)

Plans ahead Organises own work over Shortlisting &

weeks and months, or plans ahead for interview
others, taking account of priorities and
the impact on other people.

Communicating and
Influencing (Level 2)

Relates communications to
circumstances Displays good listening,
writing and speaking skills, setting out Interview
logical arguments clearly and adapting
language and form of communication to
meet the needs of different

Managing finances and Knowledge of the Shortlisting &

resources (Level 2) SAP accounting interview

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Role Profile

Uses financial systems and

Uses corporate financial systems and
processes appropriately as part of the
job and on behalf of a team.
Proficiency in English and
At least two years working in a
Shortlisting &
Experience reputable customer service

Qualifications University degree Shortlisting

Submitted by Vivien Esslemont Date 17 May 2017

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