We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people.

Role purpose
Customer Services Advisors deliver high-quality front-line enquiry and registration services for British Council Hungary activities, in line with Corporate Customer services standards and other internal requirements and procedures. Customer Services Advisors are expected to manage enquiries (face to face, phone and email) and work with a range of systems (Student Management System, Exam online registration systems, Access database) to ensure the smooth running of Exams registration and the Teaching Centre and contribute to an excellent customer experience.
This role requires analytical thinking skills, excellent organisational skills. Attention to detail and high level of professionalism are also essential. In addition, the post holder will be expected to be flexible, pro-active, customer and sales orientated with excellent communication and computing skills.

Main accountabilities

• Respond to face-to-face, telephone and email enquiries accurately, promptly, to agreed customer service and equality/diversity standards and in line with the internal Customer service level agreement.
• Provide customers with accurate and up to date information on all British Council services in a courteous and helpful manner using all appropriate resources.
• Pro-actively cross-sell the British Council services to enquirers. Be informed of and actively promote the services of all departments and comply fully with their objectives and procedures.
• Register customers, collect and process fees for the Teaching Centre (using SMS –Student Management System. All payments are made by card or bank transfer and there are no cash transactions.
• Issue invoices and refunds when required using SMS.
• Gather data regarding written, telephone and face to face enquiries.
• Process online and offline correspondence accurately and swiftly. Own customer feedback by making clear notes on an enquiry/complaint, channelling them to relevant members of staff and by ensuring the answer is given on time.
• Provide back-office support to ensure smooth running of all customer services. Respond and be responsible for delivery of ad-hoc professional and job related requirements in the interest of operation
• Direct members of the public to relevant departments when queries cannot be dealt with by the Customer Services Team.
• Act as the first point of contact to both internal and external customers regarding any piece of information on British Council activity.
• Ensure that confidential, internal documents and information are not disclosed to anyone other than their intended recipient/reader.
• Comply fully with British Council Data Protection policies and standards and Child Protection standards.
• Attend/contribute to training sessions and meetings as required.
• Comply with British Council values and Corporate Performance Management standards and procedures.

Language Requirements
Excellent written and oral communication skills in English (B2) and Hungarian (C1).

Additional job requirements
Preexisting right to live and work in Hungary; Up-to-date criminal record check.

Education
Secondary school leaving certificate (Essential) First degree or level equivalent (Desirable)

Role specific knowledge and experience
Minimum
Proven experience in customer service.

Desirable
Experience of working in the field of education.
Understanding potential markets / customers.

Role specific skills
Excellent administrative and organisational skills.
Advanced time-management skills
Proficient user of MS Windows Office applications

Further Information
Pay Band – Local Pay Band 4/H
Salary – 458 000 HUF gross
Contract Type – 3-month probationary period followed by two years fixed term contract
Job type – Full-time
Location – Budapest, Hungary
Closing Date – Monday the 28th of October 2024, applications will close 23:59 CET

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

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.